In this episode of Supply Chain Now, host Scott W. Luton sits down with David Morin, Vice President of Client & Retail Strategy at Narvar, to explore the evolving world of returns management and the operational complexities shaping today’s retail landscape. David shares insights into how Narvar is enhancing customer experiences post-purchase while addressing the critical challenges of returns logistics. From the role of AI in improving returns processing to strategies for fostering a seamless omnichannel experience, David emphasizes the importance of customer and retailer satisfaction alike.

For retail and supply chain leaders, this episode uncovers the delicate balance between delivering exceptional customer experiences and managing costs in a world of increasing returns. Tune in to discover how innovative practices and cross-functional strategies can help retailers drive loyalty, enhance inventory management, and optimize reverse logistics for the future.

Jump into the conversation:

(00:00) Intro

(04:32) The role of Narvar in the post-purchase customer experience

(08:05) Key trends from Shoptalk 2024: AI and unified commerce

(13:23) How AI is transforming retail and consumer interactions

(16:03) Understanding return fraud and its impact on retailers

(20:23) The challenges of managing reverse logistics

(24:46) Financial impact of return fraud and rising costs

(28:40) Operational impact of returns management and quality control

(33:15) Approaches to mitigating return fraud

(37:13) Leveraging customer data for tailored returns programs

(40:12) Using AI to enhance returns processes and detect fraud

(42:30) Final takeaways and Narvar’s strategic vision

Resources:

• Connect with David Morin: https://www.linkedin.com/in/davidmorinsf/
• Learn more about Narvar: https://corp.narvar.com/
• Connect with Scott: https://www.linkedin.com/in/scottwindonluton/
• Learn more about Supply Chain Now: https://supplychainnow.com
• Watch and listen to more Supply Chain Now episodes here: https://supplychainnow.com/program/supply-chain-now
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This episode was hosted by Scott Luton and produced by Amanda Luton. For additional information, please visit our dedicated show page at: https://supplychainnow.com/reinventing-retail-returns-management-improving-fraud-prevention-1365

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