Featuring Forrester's lead retail analyst, Sucharita Kodali

The biggest dilemma in retail today is the conflict between meeting consumer expectations for on-demand, anytime, anywhere retail and maintaining financial and operational feasibility. This tension is felt throughout the business, but nowhere more acutely than in returns, which continues to be a major pain point for both consumers and retailers.

Get exclusive insights from Forrester's lead retail analyst, Sucharita Kodali, on a global study of 3,500 consumers who recently returned to retailers and brands. How do you compare to Amazon?

Attend this on-demand webinar to learn:

1. Key points of friction in the returns experience that should be addressed for the greatest upside
2. Top opportunities to reduce returns, increase customer retention, improve chances of exchange, and earn incremental sales
3. How to leverage the data generated by returns to improve customer confidence pre-purchase, as well as improve issues upstream in the supply chain
4. Consumer attitudes towards Amazon’s returns process

About the speaker:

• Sucharita Kodali, Forrester - Sucharita has been the lead retail analyst at Forrester Research since 2005, where she focuses on the intersection of technology and commerce. She served on the board of Shop.org, and as Chief Retail Strategist at Shoptalk. Prior to Forrester, Sucharita held management positions at Saks Fifth Avenue, Toys 'R' Us, Walt Disney Company, Cap Cities/ABC and was a member of the founding team at Babystyle.

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