Strategy Research Reports

• Architecting a Journey Management Practice

  Discover how real businesses tackle the challenge of designing journey experiences within siloed organizations. This report contains a prescriptive guide to developing a journey-centric design practice, including operational models, strategic frameworks, and case studies. 

   

• 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.