IoT: Customer Experience Leading the Way

Internet of Things Customer ExperienceI certainly have a biased perspective, having spent the past 27 years of my career working as a contact center industry analyst, but I believe that the Internet of Things (IoT) will find much of its early success improving the customer experience. I had the opportunity to hear a joint presentation by Dimension Data and Bosch at the Genesys G-Force event in Miami, Fla., in October 2016, and one...

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How e-Commerce Retailers Can Reduce Return Rates

Nobody Likes Dealing with e-Commerce Returns, Especially Your Business

Designing the e-Commerce Experience Many e-Commerce stores experience a significant hike in sales during the holiday season, only to be followed by an unwelcome wave of returns. On an average, retail stores see a 20% - 30% return rate after the holidays, return rates like this can be a major problem for online businesses. It’s impossible to prevent all...

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