Frank Martino

Talking with your peers about how to confront shared business challenges is the most valuable part of this event. Consumer Returns 2014 has set aside seven hours across three days so OEMs, retailers and solutions providers can discuss current issues of importance. This is your opportunity to discuss ways to improve out-of-box experience, post-sales support and methods for maximizing recovery rate.

Roundtable Discussions:

1. Being Green Throughout A Product's Lifecycle: The Cradle To Grave Approach To Sustainability - Facilitated by Layth Hussain, Director, Operations, Americas, Belkin
2. Tracking Serial Returners: Retailer experiences & The Growing Consumer Backlash - Facilitated by Sue Martin, Vice President, Customer Service, Newegg Inc. and Kunal Thakkar, Senior Vice President, North American Operations, Newegg Inc.
3. How Do We Change Consumer Behavior Around Returns? - Facilitated by Frank Martino, Director, Service Division, Samsung Electronics Canada
4. Online Consumer Education - Facilitated by Rubina Farooq, Director, Customer Operations, LG Electronics
5. Leveraging Remote Access And Support Technologies As A Returns Avoidance Strategy - Facilitated by Lee Gibson, Director, Reverse Logistics, Huawei Device USA
6. Creating Organizational Structures That Enable Quality Follow Through: Applying A Fix To One Product And Making It Applicable To Multiple Product Lines - Facilitated by Ed Rayeski, Director, Handset & Device Support, ZTE USA, Inc.
7. Confronting Warranty/Service Fraud - Facilitated by Rachel North, Director, Post Sales, Toshiba America Electronic Components
8. Applying The Net Promoter Operating Model To Your Business: Building Loyalty To Your Brand - Facilitated by Tony Sciarrotta, Former Director of Asset Recovery, Philips Consumer Lifestyle
9. Customer Experience Management: Building A Strategy That Encompasses All Touch Points From Call Centers To Social CRM Channels - Facilitated by Tony Popson, Director, Customer Care and Quality, Nokia