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White paper

User Experience Management and Business Impact – A Cornerstone for IT Transformation

In May of 2012 ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) analysts surveyed 202 respondents on User Experience Management (UEM) – 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

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 Quality of Experience, QoE) was becoming more important for their organization while only a scant 2% (in both cases) felt that it was becoming less important.