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SXSW 2017

How to Protect Customers from Delivery Disaster

eCommerce delivery disasters are rampant with 1/2 of all customers experiencing an issue each year. Unacceptable delivery options are one of the top two causes of abandoned carts, and 70% of shoppers are unlikely to return to a retailer after a negative delivery experience. Rising customer expectations are forcing retailers to build complex carrier networks with disparate experiences and capabilities. How can retailers use data to unify the experience, reduce cart abandonment and boost post-purchase satisfaction? What is necessary to answer customers needs for real-time updates? In this panel, eCommerce leaders will discuss how they are overcoming modern delivery challenges to wow customers.

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  1. How can eCommerce providers compete against industry disruptors’ real-time delivery model and provide an amazing customer experience?
  2. How can retailers effectively answer their customers’ needs for real-time updates throughout the delivery experience?
  3. What is the right technology mix to compete against Amazon and other disruptors when it comes to delivery? Why drones are not the future.



Kassidy Bird, Sr Mgr Demand Generation, Convey

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