Why Read This
Customer experience professionals had already told us that they were planning many large digital design projects in 2011. This time around, we asked Forrester's Customer Experience Peer Research Panel how much they're spending on those projects. We found that budgets varied widely for each project type, but across the board, smaller companies are spending less on their projects than larger companies are. When we compared the website redesign budget allocations for firms with small, medium, and large budgets, the biggest difference was that large budgets include more development costs and other expenses than the rest. Customer experience professionals can use this data to make the case for their own digital projects by creating return on investment (ROI) models that support their investments.