{"id":48,"date":"2022-03-23T19:33:00","date_gmt":"2023-06-06T19:33:17","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=48"},"modified":"2023-06-15T03:45:49","modified_gmt":"2023-06-15T03:45:49","slug":"it-leaders-return-on-experience","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/","title":{"rendered":"How IT Can Measure Return on Experience (ROX) Effectively"},"content":{"rendered":"\n<p>Information technology (IT) people love to measure everything. Clicks, files stored, uptime, load times, costs, error rates, and other metrics tie to our companies\u2019 digital footprint. Why are we so obsessed with metrics? Because you cannot grow what you don\u2019t measure. We want to capture the value gained from <a adhocenable=\"false\" href=\"https:\/\/www.salesforce.com\/ap\/blog\/2021\/11\/digital-transformation-introduction.html\" target=\"_blank\" rel=\"noopener\">digital transformation<\/a>, and help identify the gaps. If you\u2019re looking to track progress, the most comprehensive measure of business value delivered by IT is return on experience (ROX). You simply can\u2019t afford not to include it in your metrics analysis.<\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"guide\"><b>IT leaders carry huge responsibility for return on experience<\/b><\/h2>\n\n\n\n<p>Every digital experience is a path to customer, partner, and employee success. <a href=\"https:\/\/www.salesforce.com\/ap\/blog\/2021\/10\/automate-crm-reports-it-innovation.html\" target=\"_blank\" rel=\"noopener\">It\u2019s up to IT leaders to deliver digital experiences that move the company forward<\/a> on time and on budget. Measuring ROX as you go keeps projects on track and makes them far more successful in the end.<\/p>\n\n\n\n<p>ROX captures the results of your investments in digital experiences. In many cases, it\u2019s the justification and rationale for these investments. These experiences include everything from blogs, mobile commerce, online customer service, HR portals, and novel uses of connected devices. To measure ROX, you need to proactively track and measure key metrics related to the experience and your organisation\u2019s overall vision.<\/p>\n\n\n\n<p>To measure ROX for IT, use a combination of these metrics:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>One or two relevant speed and cost metrics, like how long it takes a person to fill out a registration form.&nbsp;<\/li>\n\n\n\n<li>A <a href=\"https:\/\/www.salesforce.com\/ap\/blog\/2021\/09\/customer-centric-experience-metrics.html\" target=\"_blank\" rel=\"noopener\">customer-focused metric<\/a>, like net promoter score or customer satisfaction.&nbsp;<\/li>\n\n\n\n<li>Include a metric or two from the business leader driving the experience, such as seamlessness to implement across teams.<\/li>\n<\/ul>\n\n\n\n<p>For instance, on a website, make IT metrics and other success metrics part of experience planning from the beginning. IT may be focused on 100% uptime, 20% cost reduction, and simple integrations with existing systems. A marketer might care more about conversion rates or other&nbsp;<a href=\"https:\/\/www.salesforce.com\/blog\/18-rox-marketing-measures\/\" target=\"_blank\" rel=\"noopener\">key marketing metrics<\/a>.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><span>\u201c<\/span>A digital experience that positively shifts costs but lowers overall satisfaction is incomplete.\u201d<\/p>\n<\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fit-leaders-return-on-experience%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=How%20IT%20Can%20Measure%20Return%20on%20Experience%20%28ROX%29%20Effectively\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=How%20IT%20Can%20Measure%20Return%20on%20Experience%20%28ROX%29%20Effectively&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fit-leaders-return-on-experience%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fit-leaders-return-on-experience%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"How IT Can Measure Return on Experience (ROX) Effectively\" https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading has-large-font-size\"><br><b>Key metrics for evaluating ROX for IT<\/b><\/h2>\n\n\n\n<p>Here are a few sample metrics you can use to get started:<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\"><b>1. Speed<\/b><\/h3>\n\n\n\n<p>You\u2019re probably already tracking speed performance metrics for your digital experiences, such as commerce, service, and mobile. Keep it up \u2014 no one will stick around for a digital experience that takes too long to load. You can also measure and track time to task completion for key user experiences, such as subscribing to your newsletter, updating account information, or making a purchase. A good experience will be faster for users without increasing bounce or abandon rates. Consider PUMA, which&nbsp;<a href=\"https:\/\/www.salesforce.com\/customer-success-stories\/puma\/\" target=\"_blank\" rel=\"noopener\">transformed and relaunched<\/a>&nbsp;its mobile sites, and gained speed in the process. Its mobile sites render 35% faster and load 69% faster.&nbsp;<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><span>\u201c<\/span>PUMA transformed and relaunched its mobile sites and gained speed in the process. Its mobile sites render 35% faster and load 69% faster.\u201d<\/p>\n<\/blockquote>\n\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fit-leaders-return-on-experience%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=How%20IT%20Can%20Measure%20Return%20on%20Experience%20%28ROX%29%20Effectively\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=How%20IT%20Can%20Measure%20Return%20on%20Experience%20%28ROX%29%20Effectively&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fit-leaders-return-on-experience%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fap%2Fblog%2Fit-leaders-return-on-experience%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"How IT Can Measure Return on Experience (ROX) Effectively\" https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\"><br><b>2. Time to market<\/b><\/h3>\n\n\n\n<p>This metric measures the total time required to develop and launch a product or feature. Consider it a key IT success metric for digital experiences.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\"><b>3. Cost to maintain<\/b><\/h3>\n\n\n\n<p>Track the impact of digital experience investments in both technology and resource use. Moving to better digital experiences will likely involve an upfront IT investment. But very often, that investment involves removing a dated technology that drains resources. Take content management systems (CMS) as an example. Traditional CMS can turn content management ideas into IT projects. In contrast,&nbsp;<a href=\"https:\/\/www.salesforce.com\/blog\/what-is-a-cms\/\" target=\"_blank\" rel=\"noopener\">some approaches to CMS<\/a>&nbsp;empower content creators to do more without requiring IT resources other than&nbsp;<a href=\"https:\/\/www.salesforce.com\/ap\/products\/platform\/solutions\/data-security\/\" target=\"_blank\" rel=\"noopener\">governance<\/a>. More importantly, they also support better digital experiences.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\"><b>4. Cost to implement<\/b><\/h3>\n\n\n\n<p>Upfront costs impact ROX, too. Add up all the costs of the technology, professional services, and training needed to support the experience. Consider budgeted costs as well as actual costs. Delivering at or below budget is appreciated by any organisation, large or small.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\"><b>5. Engagement<\/b><\/h3>\n\n\n\n<p>Successful digital experiences engage an audience. You can measure the ROX of virtually any experience simply by tracking engagement rates for the intended audience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\"><b>6. Customer satisfaction<\/b><\/h3>\n\n\n\n<p>Calculate this metric by asking customers to rate their satisfaction with an experience or specific interaction on a 10-point scale and average the results.&nbsp;<a href=\"https:\/\/trailhead.salesforce.com\/en\/content\/learn\/modules\/salesforce-quick-look-1\/learn-about-salesforce-and-our-values\" target=\"_blank\" rel=\"noopener\">Customer satisfaction<\/a>&nbsp;provides you with an idea of how successful a digital experience is overall. This is a good metric to consider along with costs. A digital experience that positively shifts costs but lowers overall satisfaction is incomplete.<\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\"><b>7. Net promoter score (NPS)<\/b><\/h3>\n\n\n\n<p>Like customer satisfaction, you capture data for this metric by surveying customers. NPS measures the likelihood of customers to recommend your brand. Ask customers how likely they are to recommend your brand using a 10-point scale. Scores of 9s and 10s are promoters, 7s and 8s are satisfied, and lower scores come from detractors. Subtract your percentage of detractors from the percentage of promoters. That\u2019s your NPS.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/ap\/products\/platform\/overview\/\" target=\"_blank\" rel=\"noopener\">Learn how you can connect and build<\/a> with Slack and the Salesforce Platform.\u00a0Watch demos or take a tour to create and ship anywhere \u2014 no heavy coding required. <\/p>\n\n\n\n<p><i>This post was originally published on the U.S-version of <a href=\"https:\/\/www.salesforce.com\/blog\/it-leaders-return-on-experience\/\">the Salesforce blog<\/a><\/i>.<\/p>\n\n\n\n<p> <span id=\"authorRoot\" path=\"\/content\/blogs\/sg\/en\/authors\/\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>IT leaders should measure return on experience (ROX) to deliver digital experiences on time and on budget. Here\u2019s how.<\/p>\n","protected":false},"author":1,"featured_media":47,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"9960f2ecd58b403188fcaedaf4edaa4b","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[28,27,14],"sf_content_type":[],"coauthors":[29],"class_list":["post-48","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-experience","sf_topic-customer-satisfaction","sf_topic-it"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How IT Can Measure Return on Experience (ROX) Effectively - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How IT Can Measure Return on Experience (ROX) Effectively\" \/>\n<meta property=\"og:description\" content=\"IT leaders should measure return on experience (ROX) to deliver digital experiences on time and on budget. Here\u2019s how.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-06T19:33:17+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-15T03:45:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/06\/it-leaders-return-on-experience.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"500\" \/>\n\t<meta property=\"og:image:height\" content=\"281\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Angelos Kottas\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Angelos Kottas\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/#\/schema\/person\/image\/e96c131879b40543a007d7462365f9aa\"}],\"headline\":\"How IT Can Measure Return on Experience (ROX) Effectively\",\"datePublished\":\"2023-06-06T19:33:17+00:00\",\"dateModified\":\"2023-06-15T03:45:49+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/\"},\"wordCount\":857,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/06\/it-leaders-return-on-experience.jpg\",\"inLanguage\":\"en-SG\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/\",\"url\":\"https:\/\/www.salesforce.com\/ap\/blog\/it-leaders-return-on-experience\/\",\"name\":\"How IT Can Measure Return on Experience (ROX) Effectively - 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