Studying the impact of innovation on business and society

Retail Customer Experience: How poor customer service impacts the retail customer experience

Industry website Retail Customer Experience recently wrote an article about how poor customer service impacts the retail customer experience, and extensively quoted Brian Solis’s report with Altimeter on the subject.


In a recent study by RingCentral and Brian Solis of Altimeter group, 71 percent of companies stated the two most important digital transformation strategies are customer service and digital technology integration. These strategies point to the need today for technology to be a critical component in providing better experiences.

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