Returns Mitigation through Customer Experience Improvement

Monday, July 24, 2017 - 9:30am - 10:00am
Keller 3-180
Lisa Cotter (Best Buy)
Best Buy is developing new technologies to address customer pain points. Our belief is that the vast majority of returns are the result of a failed customer experience. Our intention is to leverage machine learning to anticipate a return before the sale in order to prevent the error in the customer purchase process.

I will also be bringing along Nate Oman from my team who is the Director of Returns and Damages. We believe we have the okay to provide a project for the follow on workshop and Nate will be leading that. One of the critical requirements of our IT security office is that the work be done on site at BBY. Given the group will be in Minneapolis, do you think it would be possible for them to work on the Richfield Best Buy campus?