Consumer Returns Management 2018

October 22 - 24, 2018

Sheraton Grand Nashville, TN

Contact Us: 1.888.482.6012

Day Two: Tuesday, Oct 23, 2018 | Returns Prevention: Leveraging Emerging Technologies and Data Analytics to Enhance Customer Experience and Reduce Returns Rate

7:30 am - 8:30 am Continental Breakfast & Registration

7:30 am - 8:30 am Breakfast VIP Think Tank – Retail & Manufacturing Leadership

**Invite-Only – Pre-Event RSVP required**

8:30 am - 8:35 am Welcome Remarks & Benchmarking

Antonia Kay - Program Director Consumer Returns Management
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Antonia Kay

Program Director
Consumer Returns Management

8:35 am - 8:50 am Chairperson’s Opening Address

Paul Baum - CEO PlanITROI
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Paul Baum

CEO
PlanITROI

8:50 am - 9:10 am Returns Avoidance And Improved Customer Experience

Jeremy Witte - Vice President, Returns, Damages & Recommerce Best Buy
Product returns are an unavoidable part of retail business, and with the omnichannel retail on the rise consumer returns are projected to reach new heights in the years to come. So is it about time to start investing in initiatives that will help you better understand your customers and their changing demands in order to deliver services and products that will truly meet their expectations?

Join this session for an overview of Best Buy’s strategic approach to returns avoidance and benefits associated with delivering superior customer experience throughout a purchasing journey.
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Jeremy Witte

Vice President, Returns, Damages & Recommerce
Best Buy

9:10 am - 9:50 am Panel Interactive: Returns Reduction Through Enhanced Customer Experience And Support

Paul Baum - CEO PlanITROI Marco Mai - Director, Reverse Logistics Vivint Smart Home Andy Suarez - Operations and Sales Associate Lights.com
This panel discussion focuses on the vital role of customer education and support, as well as return prevention strategies employed by leading retailers and manufacturers. Join our expert speakers for real-life examples of their customer support initiative failures and successes: 

  • Setting up for success through in-store customer education programs and in-house deliveries and installations
  • Avoiding confusion by making product descriptions as detailed and accurate as possible
  • Leveraging customer feedback to improve future products and services
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Marco Mai

Director, Reverse Logistics
Vivint Smart Home

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Andy Suarez

Operations and Sales Associate
Lights.com

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Paul Baum

CEO
PlanITROI

9:50 am - 10:20 am Case Study: Best Practices in End-To-End Service Process and Customer Satisfaction

John Sturm - Director, Global Service Bose Tom Gratiano - Senior Manager, Manufacturing Operations and Program Management Bose
Bose provides customers with life-changing experiences, the best service and audio in the world, and value that's second to none. By doing so, the leading audio equipment manufacturer helps people reach their fullest human potential – so they can feel more, do more, and be more.

John Sturm  and Tom Gratiano will shed light on the end-to-end service process at Bose – from customer engagement to service material to returns, repair and remanufacturing – and how 360-degree reverse logistics and returns management efficiencies help them evolve with the industry and keep customers happy with the products.

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John Sturm

Director, Global Service
Bose

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Tom Gratiano

Senior Manager, Manufacturing Operations and Program Management
Bose

10:20 am - 11:00 am Morning Refreshment Break

11:00 am - 11:40 am Case Study: Undelivered Packages: Consumer Fraud And Loss Prevention

Joe Bobko - Vice President, Transportation Boxed
Today’s consumer wants and expects a seamless shopping experience, and most retailers and manufacturers aim to provide a transparent and efficient returns process in order to develop a loyal customer base and stay ahead of the competition. However, lenient return policies can oftentimes backfire, especially when you are dealing with retail fraud criminals.

How often do you have to deal with consumer claims about “undelivered packages?” How comprehensive is your investigation process that follows? And are you leveraging any innovative technologies to track product deliveries and potential fraud?

Joe Bobko whose professional background includes executive leadership roles with leading retailers and one of the top carriers, and he shares insightful, practical recommendations on differentiating between fraudulent claims and valid missing package claims, and also what you can do to minimize such instances in the first place.
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Joe Bobko

Vice President, Transportation
Boxed

11:40 am - 12:10 pm Case Study: The True Impact Of Returns On Your Bottom Line

John Pinto - Former Vice President, Service & Support Operations Toshiba
Consumer returns are a crucial component of the overall relationship between retailers and manufacturers and their customers, and the year-to-year increase in return rates intensifies supply chain complexities and increases operational costs. What exactly is the downstream impact of returns on your business and what can you do to establish a solid and transparent returns management process? Learn about:

  • Collecting data to determine the root causes for product returns
  • Optimizing your inventory and replenishment forecasting, pricing, and product damages
  • Avoiding cost escalation while providing a frictionless customer experience 
  • Maximizing value recovery through a multichannel sales approach
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John Pinto

Former Vice President, Service & Support Operations
Toshiba

12:10 pm - 1:10 pm Luncheon For All Attendees

12:10 pm - 1:10 pm Private Lunch Hosted By BStock Solutions



12:10 pm - 1:10 pm Women In Retail Meetup

**Limited Availability – Pre-Event RSVP Required**

Track A: Best Practices in Minimizing Returns through Improved Customer Experience

1:10 pm - 1:20 pm Track Chairperson’s Opening Address
Nathan Henderson - Chairman & CEO BILT Inc
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Nathan Henderson

Chairman & CEO
BILT Inc

Track A: Best Practices in Minimizing Returns through Improved Customer Experience

1:20 pm - 1:50 pm Understanding The Needs Of Your Customer: From Assortment Creation To Return Expectations
Richard Proud - Vice President, Planning, Allocation and Regional Buying Groupe Dynamite
Retail executives are coming to a quick realization that consumer returns and reverse logistics can no longer be treated as just an afterthought, and top industry frontrunners are starting to really emphasize the importance of meeting their customers’ needs throughout the product lifecycle. 

Richard Proud will share practical recommendations on:

  • Putting the customer at the heart of your strategy in order to deliver optimal service and products
  • Prioritizing customer expectations early on in order to prevent returns
  • Understanding your customer’s purchasing journey and return experience to improve your strategy
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Richard Proud

Vice President, Planning, Allocation and Regional Buying
Groupe Dynamite

Track A: Best Practices in Minimizing Returns through Improved Customer Experience

1:50 pm - 2:00 pm Innovation Spotlight: Thinking Out of the Box: Preventing Returns with Intelligent Instructions
Ahmed Qureshi - President & COO BILT Inc
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Ahmed Qureshi

President & COO
BILT Inc

Track A: Best Practices in Minimizing Returns through Improved Customer Experience

2:00 pm - 2:10 pm Innovation Spotlight

Track A: Best Practices in Minimizing Returns through Improved Customer Experience

2:10 pm - 2:40 pm Case Study Beyond Traditional Online: Raising Product Awareness To Meet Your Customers’ Expectations And Drive Returns Prevention
Ray Doustdar - Founder & Chief Executive Officer Buiced
Knowledge is power! This case study explores various product awareness platforms and incentive programs leveraged by an innovative liquid multi-vitamin company in order to engage, educate and keep the customer satisfied with the purchase.
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Ray Doustdar

Founder & Chief Executive Officer
Buiced

Track A: Best Practices in Minimizing Returns through Improved Customer Experience

2:40 pm - 3:20 pm Talk-Show Panel Improved Out-Of-Box Experience: Leveraging Support Lines, Online Tutorials And Labeling To Prevent Product Returns
Nathan Henderson - Chairman & CEO BILT Inc Tony Sciarrotta - Executive Director The Reverse Logistics Association John Sturm - Director, Global Service Bose
This panel session offers an overview of some of the steps retailers can take in order to avoid or minimize product returns. Key takeaways include:

  • Ensuring that your returns are not caused by incorrect or inconsistent product details
  • Utilizing social media and video support channels to avoid unboxing mistakes
  • Understanding your customers’ needs and offering multichannel support experience
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Tony Sciarrotta

Executive Director
The Reverse Logistics Association

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John Sturm

Director, Global Service
Bose

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Nathan Henderson

Chairman & CEO
BILT Inc

Track B: Creative Boardrooms

1:10 pm - 2:10 pm AUTO PARTS BOARDROOM
Marc Patrouch - Director, Asset Protection Advance Auto Parts
**Limited seating, by invite only**


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Marc Patrouch

Director, Asset Protection
Advance Auto Parts

Track B: Creative Boardrooms

2:20 pm - 3:20 pm RETAILERS & MANUFACTURERS BOARDROOM
Nate Omann - Director, Aftersales Operations Best Buy
**Limited seating, by invite only**

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Nate Omann

Director, Aftersales Operations
Best Buy

3:20 pm - 4:00 pm Afternoon Networking And Refreshment Break In The Solutions Lounge

1. The Role of Providing Warranty, Support and Drop Ship Services For Refurbished Products
Kathy Murphy, Director, Special Markets, Vista Outdoor

2. Consumer Returns and Capacity Planning 
Jordan Sielaff, Director, Category Management, eBay

3. E-Commerce Recovery and Customer Return Operations
Jason Kovacs, Returns & Warranty Manager, RevZilla 

4. Asset Recovery: Eliminating Pain Points, Cutting Costs And Time Throughout The Testing Process 
Jeong Lee, Senior Manager, Reverse Logistics, US Cellular

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Kathy Murphy

Director, Special Markets
Vista Outdoor

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Jordan Sielaff

Director, Category Management
eBay

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Jason Kovacs

Returns & Warranty Manager
RevZilla

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Jeong Lee

Senior Manager, Reverse Logistics
US Cellular

5:30 pm - 6:30 pm Consumer Returns Networking Reception

6:30 pm - 6:30 pm Conclusion Of Day Two