eCom Logistics Podcast

ABOUT THE GUEST:

Mark Ang is the CEO and Co-Founder of GoBolt, a technology company building the largest sustainable supply chain network. GoBolt provides a planet positive approach to logistics. The company is committed to providing carbon-neutral deliveries, setting the bar for a more viable future.

HIGHLIGHTS:

[00:07:54] - EV Fleet Optimization: Overcoming challenges of downtime and reliability with custom algorithms.

[00:10:18] - AI in Logistics: Using machine learning to optimize driver behavior and extend vehicle range.

[00:12:27] - Dynamic Mobile Hubs: How flexible delivery models reduce costs and increase efficiency.

[00:16:53] - Custom Tech Solutions: The pros and cons of building in-house logistics software versus off-the-shelf tools.

[00:24:30] - Scalability: Key strategies to scale green logistics while keeping costs down.

QUOTES:

[00:07:54] - "When we made the pivot to electric vehicles in 2019, there was no viable commercial EV on the road. We had to become guinea pigs for startups." – Mark Ang

[00:10:00] - "Running an electric fleet like a diesel truck is destined to fail. You need custom learning models to optimize how EVs perform under real-world conditions." – Mark Ang

[00:12:27] - "The idea of dynamic mobile hubs, where you drop a truck with pre-sorted EV bikes or vehicles, is game-changing. It's a strategic move that allows for flexibility in urban deliveries." – Ninaad Acharya

[00:16:53] - "If you ask for something new, chances are a lot of things are already addressed on the roadmap, but you need to find that right solution for yourself.” - Ninaad Acharya

[00:25:30] - "Sustainability in logistics isn't just about marketing—it requires deep investments and the right people to lead." – Mark Ang

FIND MORE ABOUT THE GUEST:

LinkedIn: Mark Ang

Company Website: GoBolt

ABOUT THE GUEST

Jonathan Poma is the Co-founder and Executive Director of the Board of Loop, a leading returns management platform for Shopify merchants. With over 13 years of experience in e-commerce, Jonathan has a deep understanding of the complexities of returns and reverse logistics. Under his leadership, Loop facilitates 2.5 million returns monthly and works with over 4,000 merchants, helping them optimize their reverse logistics and boost profitability. Jonathan has been instrumental in building Loop from a simple project for Chubbies into a major player in the Shopify ecosystem, handling returns for some of the world’s fastest-growing brands.

HIGHLIGHTS

[00:03:00] From Idea to Reality: The Birth of Loop Returns

[00:07:30] The Importance of Returns in E-Commerce

[00:17:30] The Shift to Paid Returns: Why 72% of Merchants Now Charge

[00:22:00] Rethinking Reverse Logistics: A New Frontier

[00:29:00] Data and Personalization in Returns

QUOTES

[00:01:30]  "Let’s start with solving problems and then figure out how to make money, not try to make money and figure out if there’s a problem to solve." -  Jonathan Poma

[00:07:00] "When capital was cheap, returns didn’t seem like a big deal, but now, optimizing reverse logistics can make or break profitability." -  Jonathan Poma

[00:08:30] "Returns are the last rock to turn over in finding profits in e-commerce today." - Jonathan Poma

[00:11:30] "Amazon has mastered returns because they know everything about every customer—they hold accountability like no one else." - Jonathan Poma

[00:14:30] "It now comes down to personalization. There is a difference between a top buyer, but is that top buyer also the top returner? There’s a correlation between the two." -  Ninaad Acharya

[00:17:00] "Free returns aren’t sustainable for most brands anymore, and that’s a massive shift we’re seeing across e-commerce." - Jonathan Poma

[00:20:00] "Logistics is somehow driven by commerce's decisions rather than working hand in hand... I want to see the world actually change where commerce and logistics get much closer from a data perspective."  - Ninaad Acharya

FIND MORE ABOUT OUR GUEST

Website: Loop Returns

LinkedIn: Jonathan Poma

Twitter: @PomaJP

ABOUT THE GUEST:

Kyle Bertin is the co-founder and CEO of Two Boxes. Prior to founding Two Boxes in 2022, Kyle held senior roles at Outrider, Flexport, DeepScale (acquired by Tesla), and Deloitte. His extensive experience in logistics and strategy, combined with a passion for operational efficiency, has positioned Kyle as an innovator in the supply chain and returns management space. Kyle holds a BA in Economics from Northwestern University and an MBA from UC Berkeley’s Haas School of Business.

HIGHLIGHTS:

[00:01:50] – Kyle’s journey and the founding of Two Boxes.

[00:04:20] – The rising complexity of returns in e-commerce.

[00:05:30] – The explosion of online returns.

[00:06:50] – Automation and smart systems to streamline returns processes in warehouses.

[00:20:00] – Challenge of fraud in returns and how technology can help mitigate this growing issue.

[00:26:00] – Collaboration between brands, 3PLs, and logistics tech providers to combat returns fraud.

QUOTES:

[00:05:10] – "It's never been easier for a consumer to return an item, but it's never been harder for a warehouse to handle those returns." – Kyle Bertin

[00:06:00] – "Online return volumes in the U.S. have increased eightfold in just five years, creating huge challenges for warehouses and 3PLs." – Kyle Bertin

[00:15:26] – "In an e-commerce warehouse, thousands of people interact with screen flows daily, yet no one cared about the user experience. Just improving that one aspect can massively boost efficiency." – Ninaad Acharya

[00:23:50] – "Roughly 10 to 15% of returns we see have clear evidence of fraud or abuse, from empty boxes to swapped items." – Kyle Bertin

[00:28:00] – "The future of reverse logistics is collaboration—logistics providers, retailers, and tech companies need to work together to reduce fraud and improve efficiency." – Kyle Bertin

Find More About the Guest

Website: Two Boxes

LinkedIn: Kyle Bertin on LinkedIn

Two Boxes LinkedIn: Two Boxes LinkedIn Page

ABOUT THE GUEST

Amena Ali is the CEO of Optoro, a leader in reverse logistics technology. With a career that spans over 25 years, she has held pivotal roles in companies like MCI, Bain & Company, and several software firms. At Optoro, Amena leads the charge in tackling the multi-billion-dollar returns problem, working with major retailers such as Gap and Best Buy. Her expertise in product marketing, finance, and business development makes her a thought leader in logistics innovation, helping retailers and brands optimize their return management systems for better customer experiences and sustainability.

HIGHLIGHTS

[00:01:30] – Growing returns problem and its environmental impact.

[00:02:30] – The surge in return rates since the pandemic and the need for retailers to adapt.

[00:04:00] – Amena's career journey.

[00:08:47] – Returns Management System (RMS).

[00:14:58] – The "art and science of dispositioning".

[00:27:30] – The role of AI, robotics, and data science in reducing return processing costs.

[00:36:30] – Addressing fraud and authenticity with data capture and blockchain technology.

QUOTES:

[00:01:31] – "The trends are pretty stark since the pandemic. Returns are up 3.5x, with rates as high as 30% for some goods. It’s a monumental problem that’s not going away." – Amena Ali

[00:02:30] – "We need to come up with a win-win-win solution: a win for shoppers, retailers, and the environment." – Amena Ali

[00:06:09] – "Work-life balance isn’t the goal anymore; it’s about finding a sustainable work-life integration." – Amena Ali

[00:14:58] – "Returns are two to three times more labor-intensive than forward logistics. The longer it takes to process, the more you lose in recovery." – Amena Ali

[00:36:37] – "You need data to spot who’s a trustworthy shopper and who isn’t." – Amena Ali

FIND MORE ABOUT THE GUEST:

Website: Optoro

LinkedIn: Amena Ali

White Paper: WMS vs RMS: A Guide to Return Management

ABOUT THE GUESTS

Amena Ali, CEO of Optoro, has 15+ years of experience in returns and reverse logistics. Optoro provides a complete returns management platform, helping major brands manage returns more efficiently, focusing on sustainability and circularity.

Jonathan Poma, Co-founder and Executive Director of the Board of Loop, leads a platform that handles return management for Shopify merchants, processing millions of returns every month and routing products back into resale channels.

Gayle Tait, Former CEO of Trove, drives innovation in the resale space by enabling brands to power trade-in and resale programs, helping them recapture value from returned items and reduce environmental impact.

Kyle Bertin, Co-founder and CEO of Two Boxes, focuses on improving return processing in warehouses through advanced, agnostic technology, optimizing efficiency and sustainability for brands across North America.

Julian Mitchell, Co-founder and CIO of G2 Reverse Logistics, brings a deep focus on using data analytics and AI to help brands optimize returns processes, reduce costs, and re-commerce products.

HIGHLIGHTS

[00:06:00] The revenue potential of resale programs.

[00:12:00] The multi-layered nature of reverse logistics.

[00:24:00] The importance of data-driven decision-making.

[00:32:00] The growing challenge of returns fraud in ecommerce.

[00:41:00] The hidden costs of “free” returns for retailers.

QUOTES:

[00:07:00] – "Recommerce captures new customers by reselling returned items at a lower price, adding value for brands." – Gayle Tait

[00:25:00] – "We need a flexible platform that integrates across WMS, TMS, and other logistics systems to truly optimize reverse logistics." – Amena Ali

[00:32:00] – "Returns fraud and returns abuse is like a hundred-billion-dollar problem in the US." – Jonathan Poma

[00:33:00] – "Automation creates new fraud vectors, but we can use AI and data analytics to predict and prevent these frauds." – Jonathan Poma

[00:40:00] – "There are bad actors not just on the consumer side, but within warehouses, and brands need more data to detect and prevent fraud at every level." – Kyle Bertin

Find More About the Guest Panelists:

Amena Ali
LinkedIn: Amena Ali
Website: Optoro.com

Jonathan Poma
LinkedIn: Jonathan Poma
Website: LoopReturns.com

Gayle Tait
LinkedIn: Gayle Tait
Website: Trove.com

Kyle Bertin
LinkedIn: Kyle Bertin
Website: TwoBoxes.com

Julian Mitchell
LinkedIn: Julian Mitchell
Website: G2RL.com

ABOUT THE GUEST

Bill Mahoney is a seasoned leader with over two decades of experience in the logistics and supply chain industry. As Executive Vice President and Chief Commercial Officer, Bill has been instrumental in guiding strategic growth and fostering innovation in complex supply chain environments. His expertise spans from operations management to strategic planning, making him a valuable resource for insights into leadership and business development in the logistics sector.

HIGHLIGHTS

[00:00:58] - Bill’s Journey in Supply Chain

[00:03:58] - The Importance of Flexibility

[00:05:30] - Generational Leadership

[00:08:12] - Navigating Growth Challenges

[00:13:45] - Cyclical Nature of Supply Chain Strategies

QUOTES

[00:09:00] - "Everybody wants growth until they realize it broke. The key is to be okay with change and ready to evolve as your needs evolve." - Bill Mahoney

[00:11:41] - "When you're with a growing company, it's still not enough—there's always something more to do, more to improve." - Bill Mahoney

[00:08:43] - "It's about leveraging infrastructure and technology to help mid-market companies grow without making the full investment on their own." - Dan

[00:14:00] - "Everyone was focused on diversification during the pandemic, but now we see a return to the basics. It’s all cyclical." - Ninaad Acharya

[00:12:30] - "Your core business is running a brand. Find the right partner who can handle the logistics so you can focus on what you do best." - Ninaad Acharya

FIND MORE ABOUT THE GUEST

LinkedIn: Bill Mahoney on LinkedIn

Twitter (X): Follow Bill for more insights on Twitter.

ABOUT THE GUEST

Ravi Maganti is the Director of Technical Services at Manhattan Associates, where he has played a pivotal role in developing and managing the Manhattan Active Metro platform. With over 20 years of experience at Manhattan Associates, Ravi has been instrumental in driving innovation in warehouse management systems (WMS) and cloud-based logistics solutions. His expertise lies in creating open and extensible platforms that empower customers to customize their logistics systems to meet unique business needs. Ravi's leadership and vision have been crucial in the development of cutting-edge AI tools that are transforming the logistics industry.

HIGHLIGHTS

[00:02:30] – Discussion on the shift from configurable to extensible systems in warehouse management.

[00:06:17] – Overview of Maven and Assist: AI-driven tools for enhancing customer service and operational efficiency.

[00:09:58] – The impact of AI on speeding up warehouse management system (WMS) configuration.

[00:16:18] – Challenges in AI implementation, including dealing with AI hallucinations and ensuring security.

QUOTES

[00:09:58] – “The future of AI in logistics is about speed and efficiency—doing what we already do, but much faster.” - Ravi Maganti

[00:11:25] – “Imagine your AI system creating configurations for you in seconds, saving hours of manual work.” - Ravi Maganti

[00:17:15] – “Mitigating AI hallucinations is crucial to ensuring reliable outcomes in logistics operations.” - Ravi Maganti

FIND MORE ABOUT THE GUEST

LinkedIn: Ravi Maganti

Manhattan Associates Website: www.manh.com

ABOUT THE GUESTS

Scott Fenwick is a seasoned expert in supply chain planning with nearly 30 years of experience. He currently leads product strategy at Manhattan Associates, where he has been instrumental in driving technological advancements in supply chain solutions. Scott’s extensive background in software development and leadership roles across various facets of supply chain management makes him a key figure in the industry.

Ryan Gifford serves as a Senior Director at Manhattan Associates, specializing in forecasting, replenishment, and allocation. With a strong foundation in category management and software development, Ryan has played a pivotal role in advancing Manhattan’s supply chain solutions over the past six years. His expertise spans both retail and logistics, making him a vital contributor to Manhattan Active's latest innovations.

HIGHLIGHTS

[00:03:00] - Introduction of Manhattan Active Supply Chain Planning and its unified platform.

[00:05:16] - Shift from batch jobs to real-time processing in supply chain management.

[00:06:36] - Impact of AI and machine learning on decision-making.

[00:09:07] - Gen AI's role in enhancing user interaction with supply chain systems.

[00:12:39] - Benefits of integrating planning and execution on one platform.

[00:20:19] - Future trends in supply chain management, emphasizing faster access to data and decision-making.

QUOTES

[00:05:16] - "Bye-bye, batch jobs! We’re moving to real-time systems, reacting dynamically to changes throughout the day." — Scott Fenwick

[00:06:36] - "AI and machine learning enable us to leverage data in ways that were nearly impossible just a few years ago, driving better decisions at scale." — Ryan Gifford

[00:09:07] - "Gen AI will fundamentally change how users interact with supply chain systems, making it possible to have natural language conversations with your data." — Scott Fenwick

[00:13:19] - "With real-time information, we’re not just responding faster; we’re making more meaningful decisions that impact the entire day’s operations." — Ryan Gifford

[00:20:19] - "The faster we can see data, the quicker we can respond to it, enabling teams to work smarter and faster." — Ryan Gifford

[00:23:03] - "We see a big organizational change coming, where silos are reduced, and decisions are better coordinated between planning and execution." — Scott Fenwick

FIND MORE ABOUT THE GUESTS

Scott Fenwick: LinkedIn

Ryan Gifford: LinkedIn

Manhattan Associates Website: Manhattan Active Supply Chain Planning

ABOUT THE GUEST

Tom Griffin is the President of Passport, a leading provider of international shipping and eCommerce solutions. With a career spanning over 20 years, Tom has held pivotal roles in some of the most innovative companies in the eCommerce and logistics industries. He began his journey at Yantra, a pioneer in distributed order management systems, before joining Demandware, where he played a crucial role in the company’s rise as a leading SaaS eCommerce platform, culminating in its acquisition by Salesforce. At Passport, Tom leverages his extensive experience to help brands navigate the challenges of cross-border commerce, enabling them to expand their global footprint efficiently.

HIGHLIGHTS

[00:00:31] – Importance of meeting delivery expectations to drive customer retention and lifetime value.

[00:06:02] – The shift from outsourcing eCommerce operations to managing them in-house.

[00:09:25] – Expanding into new countries to double your addressable market while managing customer acquisition costs.

[00:13:00] – Challenges and benefits of stocking inventory locally versus shipping internationally.

[00:17:14] – Transparency in shipping costs and delivery times as key to preventing cart abandonment.

QUOTES

[00:18:21] “The key to success in cross-border eCommerce is not just about logistics but creating a seamless, localized experience for the customer from the moment they land on your site.” – Tom Griffin

[00:24:50] “For brands, international expansion can be simpler and more cost-effective than they might think, thanks to advancements in technology and strategic partnerships.” – Tom Griffin

[00:16:54] “The biggest driver of cart abandonment is surprise—whether it's unexpected taxes, duties, or unclear shipping costs. Eliminating these surprises is essential.” – Tom Griffin

Find More About the Guest:

LinkedIn: Tom Griffin on LinkedIn

Company Website: Passport Shipping

ABOUT THE GUEST

Chris Lingamfelter is a seasoned leader with a wealth of experience in the supply chain and logistics sector. He has played pivotal roles in companies like Third Wave Automation, 6 River Systems, and SencorpWhite, where he has driven growth and spearheaded new ventures. At Robot Advisors, Chris leverages his extensive background in warehouse automation, distribution management, and international expansion to deliver innovative solutions. His expertise in robotics and eCommerce fulfillment positions him as a thought leader in the industry.

HIGHLIGHTS

[00:01:38] Chris’ Career Journey and Transition to the Robotics Industry

[00:05:04] Founding Robot Advisors

[00:08:45] State of Warehouse Automation

[00:10:18] Importance of Choosing the Right Technology

[00:15:13] U.S. vs. European Approaches to Warehouse Automation

[00:17:02] Competitive Landscape and Business Models in Robotics

QUOTES:

[00:07:25] "88% of warehouses are still very manual without any automation." - Dan Coll

[00:07:56] "It's fascinating because we have access to a lot of capital here, but in Europe they have a lot of access to government and college, and university grants." - Chris Lingamfelter

[00:10:18] "It's crucial to align technology with business objectives to avoid costly mistakes." - Chris Lingamfelter

[00:16:10] "There's a balance where you've got to say, okay, it's time to snap the tape and let it go. We need to start getting real customer feedback." - Chris Lingamfelter

[00:15:54] "Within the United States, we have the willingness to try new things more often, and that's why I think there are so many pilots happening." - Ninaad Acharya

[00:18:23] "You’ve got to prove out the ROI, the business case, and get the CFO on board to move forward with these projects." - Dan Coll

Find out more about Chris Lingamfelter in the links below:

https://www.linkedin.com/in/chrislingamfelter/

https://www.robotadvisorygroup.com/

This episode is sponsored by G&P Construction. If you're in need of top notch, all-inclusive Material handling solutions for logistics and commercial real estate, look no further than G&P Construction. Be sure to visit www.gandpconstruction.com to discover your one-stop shop for turnkey MHE integrations.