Research Report - End-User
Report Summary - User Experience Management and Business Impact: A Cornerstone for IT Transformation
Date: 06/26/2012 Length: 6 pages Cost: $0.00

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In May of 2012, EMA surveyed 202 respondents on User Experience Management -- which was defined to include Customer Experience Management and Business Impact -- insofar as it resulted from end-user interactions with IT services.  The research followed prior EMA research done in Q4 2008, "Quality of Experience: the Ultimate Collaboration - How Real Deployments are Succeeding and Why."  

The results showed that business impact, customer experience and user experience were indeed a continuum, while also reinforcing a continuity in terms of the rising importance of UEM with the earlier 2008 research. In both research projects about three-quarters of the respondents felt that UEM (or QoE) was becoming more important for their organization while only a scant 2% (in both cases) felt that it was becoming less important.   

Dennis Drogseth

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