ABSTRACT
User Experience (UX) professionals who have worked as entrepreneurs, at a startup, or in a small business will already have a good sense of financial business challenges. However, many UX practitioners who come to UX strategy from a creative or design-related field have had lots of exposure to product development, but perhaps less exposure to the financial, operations, sales, and marketing aspects of a business. Strategy means taking a leadership role in deciding how UX design initiatives will help a business meet its goals. This can be the principal challenge for many UX practitioners looking to move into a UX strategist or product management role. The connection between CX and loyalty is easy to understand—it makes perfect sense that customers who have had a great experience will come back again. Customer loyalty is important to companies because it has a direct impact on revenue. customer experience improvements can also have a dramatic impact on the cost of doing business.
