“It’s great to provide solutions that users will love, but if those solutions aren’t providing business value for your organization, then there’s usually not a place for them.
“Most companies, after all, are not providing an altruistic service. Instead, the goal is to provide users with the best possible user experience in a way that provides your organization with the best possible business results.
“That’s why we’re still talking about ROI today because management and executives will always need to be mindful of running their business efficiently and profitably.”
In the end you need to define what gains you hope to achieve from any given UX effort. Your ROI then is simply the ratio of your anticipated gain to your overall investment.