Strategy Research Reports

• Operationalizing CX: Organizational Strategies for Delivering Superior Omnichannel Experiences

  A report analyzing the top challenges organizations face in delivering high-quality customer journeys at scale. This report provides a framework for building CX maturity and includes 29 case studies from real organizations demonstrating effective tactics resulting in mature CX operations.

• UX Metrics and ROI

  A collection of 44 real-life case studies highlighting how teams have used UX metrics to assess the impact of their design changes. The report includes advice on how to apply these approaches to your own work, as well as detailed quantitative analysis of the metrics.

• Intranet Usability Guidelines: Findings from User Testing of 42 Intranets Vol. 09: Managing the Intranet and Teams

  A good intranet user experience requires management, strategy, governance, and appropriate resources. Follow 29 tips for creating and maintaining a solid intranet team.