HERMAN GUZMAN
LOGISTICS
HERMAN GUZMAN
TITLE: PRINCIPAL DIRECTOR OF SUPPLY CHAIN AND OPERATIONS
COMPANY: ACCENTURE INDUSTRY: CONSULTING
With more than 25 years of experience, Herman’ s expertise spans transportation strategy, logistics operating models, reverse logistics, last-mile delivery, sales and operations planning and the selection and implementation of supply chain management technologies.
Principal Director of Supply Chain and Operations at Accenture Strategy and Consulting Herman Guzman agrees. He brings more than 25 years of experience, leading large-scale supply chain transformations for Fortune 500 companies across a variety of industries, including logistics. Herman explains:“ Consumer expectations around returns and sustainability are transforming retail strategies. Hassle-free, fast and often free returns have become standard, pushing retailers to adopt omnichannel options, instant refunds and lenient policies that turn returns into loyalty-building touchpoints.
“ To balance convenience with cost control, retailers are testing return fees, return less refunds and predictive analytics to curb abuse while maintaining satisfaction.”
Fraudulent returns, which make up around 9 % of returns as a whole, only exacerbate these pressures. With retailers reporting spikes in overstated return quantities( 71 %), so-called“ box of rocks” returns( 65 %) and counterfeit product decoys( 64 %). To address these challenges, 85 % of retailers have adopted AI tools for fraud detection and prevention.
In response to these growing risks, the sector is reimagining reverse logistics operations with solutions like Loop. Loop Returns helps UK brands manage their returns, exchanges and post purchase operations. CEO Jonathan Poma says:“ For every US $ 100 in returned merchandise, retailers lose US $ 10.40 to return fraud.”
Reports indicate“ 91 % of UK retailers have experienced an increase in returns fraud or policy abuse in the last year,” with 55 % believing shoppers exploit policies to alleviate financial pressures.
AI and automation drive change To navigate these waters, retailers are enhancing return verification protocols, employing AI-driven analytics and blockchain technologies to improve traceability and fraud mitigation.
“ Advanced technologies are reinventing reverse logistics, returns, refurbishments and recycling,” says Herman.“ This transformation is powering cost cuts, boosting efficiency and improving customer experience.”
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