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This paper discusses how to bridge the gap in User Experience Management (UEM) between business stakeholders and IT by helping each group better understand both perspectives on the end-user experience. It describes the most common UEM indicators and what they mean to both the business and IT. Next, this paper describes how these indicators can help address real-world performance problems -- such as enhancing the overall user experience or improving the conversion of web transactions -- by answering the questions that matter to both groups. Finally, the paper explains the primary sources for UEM information and when each data source is most useful.
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