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What A True Omnichannel Returns Process Looks Like With TGW’s Stipe Galic | Ask An Expert · Omni Talk Retail

• 0:00
  Foreign
• 0:08
  welcome
• 0:08
  to
• 0:08
  another
• 0:09
  exciting
• 0:09
  and
• 0:09
  elucidating
• 0:10
  episode
• 0:10
  of
• 0:10
  the
• 0:10
  Omnitalk
• 0:11
  Ask
• 0:11
  an
• 0:12
  Expert
• 0:12
  series.
• 0:12
  I'm
• 0:12
  your
• 0:12
  host,
• 0:13
  Chris
• 0:13
  Walton.
• 0:14
  And
• 0:14
  I'm
• 0:14
  Anne
• 0:14
  Mazinga.
• 0:15
  And
• 0:16
  we
• 0:16
  are
• 0:16
  the
• 0:16
  founders
• 0:16
  of
• 0:16
  omnitalk,
• 0:17
  the
• 0:17
  fast
• 0:18
  growing
• 0:18
  retail
• 0:18
  media
• 0:19
  outlet
• 0:19
  that
• 0:19
  is
• 0:19
  all
• 0:19
  about
• 0:19
  the
• 0:20
  companies,
• 0:20
  the
• 0:20
  technologies
• 0:21
  and
• 0:21
  the
• 0:21
  people
• 0:22
  that
• 0:22
  are
• 0:22
  coming
• 0:22
  together
• 0:23
  to
• 0:23
  shape
• 0:23
  the
• 0:23
  future
• 0:24
  of
• 0:24
  retail.
• 0:25
  And
• 0:25
  I'm
• 0:25
  excited
• 0:26
  for
• 0:26
  today's
• 0:27
  discussion
• 0:27
  and
• 0:28
  for
• 0:28
  those
• 0:28
  watching
• 0:29
  live,
• 0:29
  you
• 0:29
  can
• 0:30
  probably
• 0:30
  tell
• 0:30
  from
• 0:30
  the
• 0:31
  title,
• 0:31
  which
• 0:31
  is
• 0:32
  how
• 0:32
  to
• 0:32
  get
• 0:32
  your
• 0:32
  head
• 0:33
  around
• 0:33
  retail
• 0:34
  returns.
• 0:35
  Because
• 0:35
  returns
• 0:35
  are
• 0:36
  what
• 0:36
  I
• 0:36
  would
• 0:36
  call
• 0:36
  Ann,
• 0:37
  the
• 0:37
  Omni
• 0:38
  Channel
• 0:39
  fulfillment
• 0:39
  thorn
• 0:40
  in
• 0:40
  what
• 0:40
  appears
• 0:40
  to
• 0:41
  be
• 0:41
  everyone's
• 0:42
  side
• 0:42
  at
• 0:42
  this
• 0:43
  point
• 0:43
  in
• 0:43
  time.
• 0:43
  Would
• 0:43
  you
• 0:43
  agree,
• 0:44
  Ann?
• 0:44
  Without
• 0:45
  a
• 0:45
  doubt.
• 0:45
  Without
• 0:45
  a
• 0:46
  doubt,
• 0:46
  yes.
• 0:47
  And
• 0:47
  so
• 0:48
  joining
• 0:48
  us
• 0:48
  to
• 0:48
  share
• 0:49
  his
• 0:49
  perspective
• 0:50
  and
• 0:50
  to
• 0:50
  help
• 0:50
  everyone
• 0:51
  get
• 0:51
  their
• 0:51
  arms
• 0:51
  or
• 0:52
  heads
• 0:52
  around
• 0:52
  returns,
• 0:53
  keep
• 0:53
  your
• 0:53
  arms
• 0:53
  heads
• 0:54
  inside
• 0:54
  the
• 0:55
  the
• 0:55
  moving
• 0:55
  vehicle
• 0:56
  at
• 0:56
  all
• 0:56
  times
• 0:56
  during
• 0:56
  this
• 0:57
  webinar
• 0:57
  is
• 0:58
  Stipe
• 0:59
  Galic,
• 0:59
  the
• 1:00
  VP
• 1:00
  of
• 1:00
  Business
• 1:01
  development
• 1:01
  and
• 1:02
  Marketing
• 1:02
  at
• 1:02
  tgw.
• 1:04
  Stipe,
• 1:04
  welcome
• 1:05
  to
• 1:05
  omnitalk.
• 1:06
  Thanks
• 1:06
  for
• 1:06
  being
• 1:06
  here.
• 1:07
  Hey,
• 1:07
  thank
• 1:08
  you
• 1:08
  for
• 1:08
  sharing
• 1:09
  this
• 1:09
  time
• 1:09
  with
• 1:09
  me.
• 1:10
  Yeah,
• 1:11
  we
• 1:11
  cannot
• 1:12
  wait
• 1:12
  to.
• 1:12
  We've
• 1:13
  been
• 1:13
  so
• 1:13
  excited
• 1:13
  to
• 1:14
  have
• 1:14
  you
• 1:14
  on
• 1:15
  and
• 1:16
  I
• 1:16
  want
• 1:16
  to
• 1:16
  just
• 1:17
  give
• 1:17
  a
• 1:17
  quick
• 1:17
  reminder
• 1:18
  to
• 1:18
  all
• 1:18
  those
• 1:19
  of
• 1:19
  you
• 1:19
  who
• 1:19
  are
• 1:20
  joining
• 1:20
  us
• 1:20
  live.
• 1:21
  You
• 1:21
  can
• 1:21
  ask
• 1:22
  your
• 1:22
  questions
• 1:23
  for
• 1:23
  Stipe,
• 1:24
  which
• 1:24
  we
• 1:24
  know
• 1:24
  there's
• 1:24
  going
• 1:24
  to
• 1:25
  be
• 1:25
  a
• 1:25
  lot
• 1:25
  of
• 1:25
  questions
• 1:25
  on
• 1:26
  returns,
• 1:27
  but
• 1:27
  you
• 1:27
  could
• 1:27
  ask
• 1:28
  those
• 1:28
  in
• 1:28
  the
• 1:28
  chat
• 1:29
  session
• 1:30
  to
• 1:30
  your
• 1:30
  right.
• 1:30
  Just
• 1:30
  type
• 1:31
  it
• 1:31
  in
• 1:31
  and
• 1:31
  Stipe
• 1:32
  and
• 1:32
  the
• 1:32
  TGW
• 1:33
  team
• 1:33
  will
• 1:34
  do
• 1:34
  their
• 1:34
  best
• 1:34
  to
• 1:34
  get
• 1:35
  to
• 1:35
  all
• 1:35
  of
• 1:35
  your
• 1:35
  questions
• 1:36
  during
• 1:37
  the
• 1:37
  session.
• 1:38
  But
• 1:38
  Stipe,
• 1:38
  let's
• 1:39
  start
• 1:39
  out
• 1:39
  how
• 1:39
  we
• 1:40
  always
• 1:40
  do.
• 1:40
  Tell
• 1:40
  us
• 1:41
  a
• 1:41
  little
• 1:41
  bit
• 1:41
  about
• 1:41
  TGW
• 1:42
  for
• 1:42
  those
• 1:42
  who
• 1:42
  are
• 1:43
  joining
• 1:43
  us
• 1:43
  for
• 1:43
  the
• 1:43
  first
• 1:44
  time
• 1:44
  and
• 1:45
  then
• 1:45
  your
• 1:45
  specific
• 1:46
  role
• 1:46
  at
• 1:46
  the
• 1:46
  company.
• 1:48
  Perfect.
• 1:48
  So
• 1:50
  warehouse
• 1:50
  automation
• 1:51
  and
• 1:51
  robotics
• 1:51
  provider.
• 1:52
  The
• 1:52
  company
• 1:53
  was
• 1:53
  founded
• 1:53
  more
• 1:54
  than
• 1:54
  50
• 1:54
  years
• 1:54
  in
• 1:55
  Austria
• 1:55
  and
• 1:55
  Europe
• 1:56
  and
• 1:56
  I
• 1:56
  would
• 1:56
  say
• 1:56
  that's
• 1:57
  also
• 1:57
  where
• 1:57
  we
• 1:57
  experienced
• 1:59
  our
• 1:59
  first
• 1:59
  growth.
• 2:00
  But
• 2:00
  we
• 2:01
  are
• 2:01
  present
• 2:01
  in
• 2:01
  the
• 2:01
  US
• 2:02
  already
• 2:02
  also
• 2:02
  since
• 2:03
  around
• 2:03
  15
• 2:04
  years.
• 2:04
  And
• 2:04
  now
• 2:04
  in
• 2:04
  the
• 2:05
  last
• 2:05
  three
• 2:05
  years,
• 2:05
  we
• 2:06
  are
• 2:06
  really
• 2:06
  trying
• 2:06
  to
• 2:07
  boost
• 2:07
  this
• 2:07
  market
• 2:07
  and
• 2:08
  make
• 2:08
  it
• 2:08
  as
• 2:08
  big
• 2:09
  as
• 2:09
  as
• 2:09
  Europe
• 2:10
  for
• 2:10
  us.
• 2:10
  So
• 2:10
  as
• 2:10
  of
• 2:10
  today,
• 2:11
  we
• 2:11
  are
• 2:11
  around
• 2:11
  the
• 2:11
  one
• 2:12
  billion
• 2:12
  dollar
• 2:12
  company.
• 2:13
  We
• 2:13
  do
• 2:13
  80%
• 2:14
  of
• 2:14
  our
• 2:15
  revenues
• 2:15
  in
• 2:15
  Europe
• 2:15
  and
• 2:16
  20
• 2:16
  in
• 2:16
  the
• 2:16
  US
• 2:17
  so.
• 2:18
  And
• 2:18
  about
• 2:18
  my
• 2:19
  role.
• 2:19
  I'm,
• 2:19
  I'm
• 2:20
  a
• 2:20
  TGW
• 2:20
  kid
• 2:21
  somehow.
• 2:21
  You
• 2:21
  know,
• 2:21
  I
• 2:21
  started
• 2:22
  directly
• 2:22
  after
• 2:23
  school.
• 2:25
  Did
• 2:25
  you
• 2:25
  really?
• 2:26
  I
• 2:26
  did,
• 2:27
  I
• 2:27
  did,
• 2:27
  I
• 2:27
  did.
• 2:27
  Yeah.
• 2:28
  Okay.
• 2:29
  Okay.
• 2:29
  My
• 2:29
  background
• 2:30
  is
• 2:30
  mechanical
• 2:31
  engineering.
• 2:31
  So
• 2:31
  I
• 2:32
  was
• 2:32
  drawing
• 2:32
  layouts,
• 2:33
  designing
• 2:34
  solutions.
• 2:34
  And
• 2:35
  I
• 2:35
  started
• 2:35
  exactly
• 2:36
  during
• 2:36
  the
• 2:36
  phase
• 2:37
  where
• 2:37
  GW
• 2:38
  was
• 2:38
  moving
• 2:39
  away
• 2:39
  from
• 2:39
  being
• 2:40
  A
• 2:40
  pure
• 2:41
  technology
• 2:42
  provider
• 2:43
  to
• 2:43
  being
• 2:43
  really
• 2:44
  an
• 2:44
  integrator
• 2:45
  and
• 2:45
  working
• 2:45
  with
• 2:45
  the
• 2:46
  biggest
• 2:46
  brands,
• 2:47
  retailers,
• 2:48
  food
• 2:49
  companies,
• 2:49
  and
• 2:49
  really
• 2:50
  looking
• 2:50
  holistically
• 2:51
  how
• 2:51
  they
• 2:51
  can
• 2:52
  provide
• 2:52
  the
• 2:52
  most
• 2:52
  value
• 2:53
  within.
• 2:53
  Within
• 2:54
  the
• 2:54
  four
• 2:54
  walls
• 2:54
  in
• 2:54
  their
• 2:55
  distribution
• 2:55
  center.
• 2:56
  I
• 2:56
  had
• 2:56
  the
• 2:57
  chance
• 2:57
  to
• 2:57
  work
• 2:57
  with
• 2:57
  great
• 2:58
  teams
• 2:58
  all
• 2:59
  around
• 2:59
  the
• 2:59
  globe
• 3:00
  with
• 3:00
  really
• 3:00
  big,
• 3:01
  big
• 3:01
  brands
• 3:01
  and.
• 3:02
  And
• 3:02
  learn
• 3:02
  a
• 3:02
  lot.
• 3:03
  And
• 3:03
  after
• 3:03
  that,
• 3:03
  I
• 3:04
  was
• 3:04
  also
• 3:04
  heading
• 3:04
  up
• 3:05
  parts
• 3:05
  of
• 3:05
  our
• 3:05
  R
• 3:05
  and
• 3:06
  D
• 3:06
  organization,
• 3:06
  the
• 3:07
  front
• 3:07
  end
• 3:07
  of
• 3:07
  it,
• 3:08
  really
• 3:08
  connecting
• 3:09
  the
• 3:09
  market
• 3:09
  to
• 3:10
  technical
• 3:10
  needs
• 3:10
  and
• 3:11
  translating
• 3:11
  it
• 3:11
  into
• 3:11
  the
• 3:12
  right
• 3:12
  language.
• 3:12
  I
• 3:12
  would
• 3:13
  say
• 3:13
  so.
• 3:14
  And
• 3:14
  then
• 3:14
  a
• 3:15
  bit
• 3:15
  more
• 3:15
  than
• 3:15
  two
• 3:16
  years
• 3:16
  ago,
• 3:17
  a
• 3:18
  team
• 3:18
  of
• 3:18
  us
• 3:18
  would
• 3:18
  say,
• 3:19
  came
• 3:19
  to
• 3:19
  the
• 3:19
  US
• 3:20
  and
• 3:20
  really
• 3:20
  we
• 3:20
  had
• 3:20
  already
• 3:21
  a
• 3:21
  team
• 3:21
  here
• 3:21
  and
• 3:21
  really
• 3:22
  forced
• 3:22
  joint
• 3:23
  forces
• 3:23
  to
• 3:24
  try
• 3:24
  to
• 3:24
  make
• 3:25
  America
• 3:25
  really
• 3:26
  big,
• 3:26
  really
• 3:26
  big
• 3:26
  for
• 3:27
  DGW
• 3:27
  and
• 3:27
  boost.
• 3:28
  Boost
• 3:28
  the
• 3:28
  success
• 3:29
  here.
• 3:29
  So
• 3:29
  now
• 3:29
  since
• 3:30
  two
• 3:30
  and
• 3:30
  a
• 3:30
  half
• 3:30
  years
• 3:30
  and
• 3:31
  I
• 3:31
  was
• 3:31
  seeing
• 3:31
  the
• 3:31
  front
• 3:32
  end
• 3:32
  of
• 3:32
  the
• 3:32
  organization.
• 3:33
  So
• 3:33
  it's
• 3:34
  really
• 3:34
  about
• 3:34
  early
• 3:34
  customer
• 3:35
  engagement,
• 3:36
  about
• 3:36
  consultation,
• 3:38
  and
• 3:38
  then
• 3:38
  the
• 3:39
  other
• 3:39
  part
• 3:39
  of
• 3:39
  it,
• 3:39
  which
• 3:40
  is
• 3:40
  quite
• 3:40
  new.
• 3:41
  I
• 3:41
  mean,
• 3:41
  I'm
• 3:41
  not.
• 3:41
  I'm
• 3:41
  not
• 3:42
  a
• 3:42
  marketing
• 3:42
  person.
• 3:42
  From
• 3:43
  a
• 3:43
  background
• 3:43
  perspective,
• 3:44
  I
• 3:44
  would
• 3:45
  say
• 3:45
  I'm
• 3:45
  quite
• 3:45
  good
• 3:45
  in
• 3:45
  dealing
• 3:46
  with
• 3:46
  customers.
• 3:46
  That's
• 3:47
  probably
• 3:47
  why
• 3:47
  I'm
• 3:48
  doing
• 3:48
  it.
• 3:48
  I'm
• 3:48
  telling
• 3:48
  the
• 3:49
  stories
• 3:49
  and
• 3:49
  I
• 3:49
  have
• 3:49
  a
• 3:49
  fantastic
• 3:50
  people
• 3:50
  who
• 3:50
  can
• 3:51
  do
• 3:51
  great
• 3:51
  stuff.
• 3:52
  So
• 3:53
  it's
• 3:53
  really
• 3:53
  about
• 3:53
  boosting
• 3:54
  this
• 3:54
  brand
• 3:54
  awareness,
• 3:55
  getting
• 3:55
  the
• 3:56
  TGW
• 3:56
  name
• 3:57
  out
• 3:57
  there
• 3:57
  so
• 3:58
  people
• 3:58
  know
• 3:58
  who
• 3:58
  we
• 3:59
  are
• 3:59
  and.
• 3:59
  And
• 3:59
  what
• 3:59
  can
• 4:00
  we
• 4:00
  can
• 4:00
  contribute
• 4:00
  to
• 4:00
  their
• 4:01
  success.
• 4:02
  That's
• 4:02
  great.
• 4:03
  That's
• 4:03
  great.
• 4:03
  See,
• 4:03
  but
• 4:03
  I
• 4:03
  don't
• 4:04
  know.
• 4:04
  I
• 4:04
  don't.
• 4:04
  The
• 4:04
  way
• 4:04
  you
• 4:04
  said
• 4:04
  that
• 4:05
  too.
• 4:05
  A
• 4:05
  TGW
• 4:05
  kid.
• 4:06
  I
• 4:06
  don't
• 4:06
  know
• 4:06
  if
• 4:06
  you
• 4:06
  know
• 4:06
  the
• 4:06
  reference,
• 4:07
  but.
• 4:07
  And
• 4:07
  you
• 4:08
  know,
• 4:08
  like
• 4:08
  when
• 4:08
  he
• 4:09
  grows
• 4:09
  up,
• 4:09
  he
• 4:09
  wants
• 4:09
  to
• 4:09
  be
• 4:09
  a
• 4:10
  TGW
• 4:10
  kid,
• 4:10
  I
• 4:11
  guess.
• 4:11
  You
• 4:11
  know,
• 4:11
  I
• 4:11
  know.
• 4:12
  I
• 4:12
  just.
• 4:12
  Toys
• 4:12
  are
• 4:13
  jingle.
• 4:14
  I
• 4:14
  know.
• 4:14
  I
• 4:15
  actually
• 4:15
  pictured
• 4:16
  you
• 4:16
  like
• 4:16
  after
• 4:17
  school
• 4:17
  as
• 4:17
  a
• 4:18
  young
• 4:18
  child,
• 4:18
  Stipe,
• 4:19
  like
• 4:19
  not
• 4:19
  just
• 4:20
  after
• 4:20
  college
• 4:21
  or
• 4:21
  university,
• 4:22
  but,
• 4:22
  but.
• 4:22
  Like
• 4:23
  going
• 4:23
  in
• 4:24
  head.
• 4:24
  Yes,
• 4:25
  it
• 4:25
  is.
• 4:25
  It
• 4:26
  totally
• 4:26
  is.
• 4:27
  Yeah.
• 4:27
  That's
• 4:27
  awesome.
• 4:28
  I
• 4:29
  didn't
• 4:29
  go
• 4:29
  to
• 4:29
  university,
• 4:30
  so
• 4:30
  I
• 4:30
  was
• 4:31
  still
• 4:31
  quite
• 4:31
  a.
• 4:31
  Quite
• 4:32
  a
• 4:32
  young
• 4:32
  child.
• 4:32
  So.
• 4:33
  Wow.
• 4:34
  So
• 4:34
  I
• 4:34
  made
• 4:34
  my.
• 4:35
  I
• 4:35
  made
• 4:35
  my
• 4:35
  way
• 4:36
  for
• 4:36
  the
• 4:36
  company
• 4:36
  really
• 4:37
  by
• 4:37
  working
• 4:37
  in
• 4:37
  a
• 4:37
  lot
• 4:37
  of
• 4:38
  different
• 4:38
  roles
• 4:38
  and
• 4:38
  getting
• 4:39
  a
• 4:39
  lot
• 4:39
  of
• 4:39
  different
• 4:39
  experiences.
• 4:40
  And
• 4:40
  a
• 4:40
  fun
• 4:41
  fact
• 4:41
  there,
• 4:41
  you
• 4:41
  know,
• 4:42
  next
• 4:42
  to
• 4:42
  our
• 4:42
  DW
• 4:43
  headquarters,
• 4:43
  we
• 4:44
  have
• 4:44
  a
• 4:44
  kindergarten.
• 4:45
  And
• 4:45
  when
• 4:45
  I
• 4:45
  bring
• 4:45
  my
• 4:46
  daughter
• 4:46
  there
• 4:46
  and
• 4:46
  she's
• 4:47
  just
• 4:47
  three
• 4:47
  or
• 4:47
  four,
• 4:47
  she
• 4:48
  already
• 4:48
  tells
• 4:48
  me,
• 4:48
  you
• 4:48
  know,
• 4:48
  dad,
• 4:49
  I'm
• 4:49
  gonna
• 4:49
  work
• 4:49
  at
• 4:50
  W.
• 4:52
  All
• 4:53
  right.
• 4:54
  The
• 4:54
  apple
• 4:54
  doesn't
• 4:55
  fall
• 4:55
  far
• 4:55
  from
• 4:55
  the
• 4:55
  tree.
• 4:55
  That's
• 4:56
  awesome.
• 4:56
  All
• 4:56
  right,
• 4:57
  so
• 4:57
  let's
• 4:57
  get
• 4:57
  to
• 4:57
  it.
• 4:58
  So
• 4:59
  now
• 4:59
  this
• 4:59
  question
• 4:59
  CB
• 5:00
  it
• 5:00
  might
• 5:00
  be
• 5:00
  basic
• 5:01
  for
• 5:01
  some
• 5:01
  of
• 5:01
  our
• 5:01
  watchers,
• 5:02
  but
• 5:02
  I
• 5:02
  think,
• 5:02
  I
• 5:03
  think
• 5:03
  it's
• 5:03
  still
• 5:03
  a
• 5:03
  good
• 5:03
  place
• 5:04
  to
• 5:04
  start
• 5:04
  the
• 5:04
  interview.
• 5:05
  You
• 5:05
  know,
• 5:05
  mainly
• 5:05
  for
• 5:06
  grounding
• 5:06
  purposes
• 5:07
  particularly
• 5:07
  why
• 5:08
  have
• 5:08
  returns
• 5:09
  become
• 5:10
  such
• 5:10
  a
• 5:10
  challenge
• 5:11
  for
• 5:11
  retailers
• 5:11
  to
• 5:12
  handle?
• 5:12
  Beyond
• 5:12
  the
• 5:13
  obvious,
• 5:13
  of
• 5:13
  course,
• 5:14
  I
• 5:15
  mean.
• 5:15
  If
• 5:15
  I
• 5:15
  would
• 5:15
  choose
• 5:16
  just
• 5:16
  one
• 5:16
  word
• 5:16
  is
• 5:17
  because
• 5:17
  of
• 5:17
  Omnichannel.
• 5:18
  You
• 5:18
  know,
• 5:18
  I
• 5:19
  think
• 5:19
  this
• 5:19
  omnichannel,
• 5:20
  everybody
• 5:20
  was
• 5:20
  chasing
• 5:21
  it
• 5:21
  and
• 5:21
  you,
• 5:22
  you
• 5:22
  needed
• 5:22
  to
• 5:22
  develop
• 5:23
  in
• 5:23
  that
• 5:23
  direction.
• 5:24
  And
• 5:24
  then
• 5:24
  obviously
• 5:24
  with
• 5:24
  Omnichannel
• 5:25
  E
• 5:25
  commerce
• 5:27
  came
• 5:27
  into
• 5:28
  the
• 5:28
  place.
• 5:28
  And
• 5:28
  then
• 5:29
  I
• 5:29
  think
• 5:29
  omnichannel
• 5:30
  comes
• 5:30
  with
• 5:30
  a
• 5:30
  lot
• 5:30
  of
• 5:31
  different
• 5:32
  challenges.
• 5:33
  And
• 5:33
  I
• 5:33
  mean
• 5:33
  on
• 5:34
  the
• 5:34
  one
• 5:34
  side
• 5:34
  in
• 5:34
  front
• 5:34
  of
• 5:35
  end
• 5:35
  consumers,
• 5:36
  a
• 5:36
  company
• 5:36
  always
• 5:37
  needs
• 5:37
  to
• 5:37
  be
• 5:37
  omnichannel.
• 5:38
  But
• 5:38
  you
• 5:38
  know,
• 5:38
  in
• 5:38
  the
• 5:39
  back
• 5:39
  end
• 5:39
  there
• 5:39
  is
• 5:39
  a
• 5:39
  lot
• 5:40
  of
• 5:40
  stuff
• 5:40
  going
• 5:40
  on
• 5:41
  and
• 5:41
  very
• 5:41
  often
• 5:41
  a
• 5:41
  lot
• 5:41
  of
• 5:42
  different
• 5:42
  ways
• 5:42
  how
• 5:43
  to,
• 5:43
  how
• 5:43
  to
• 5:43
  deal
• 5:44
  with
• 5:44
  that.
• 5:45
  In
• 5:45
  our
• 5:45
  field,
• 5:45
  if
• 5:46
  you
• 5:46
  look
• 5:46
  for
• 5:46
  example
• 5:46
  at
• 5:46
  the
• 5:47
  supply
• 5:47
  chain,
• 5:48
  you
• 5:48
  had
• 5:48
  companies
• 5:48
  who
• 5:49
  had
• 5:49
  distribution
• 5:50
  centers
• 5:50
  who
• 5:50
  are
• 5:50
  purely
• 5:51
  made
• 5:51
  for
• 5:51
  retail
• 5:52
  store
• 5:52
  replenishment.
• 5:53
  Then
• 5:53
  the
• 5:54
  had
• 5:54
  some
• 5:54
  disease
• 5:55
  for
• 5:55
  purely
• 5:55
  E
• 5:55
  commerce.
• 5:56
  Then
• 5:56
  you
• 5:56
  had
• 5:56
  companies
• 5:57
  who
• 5:58
  merged
• 5:58
  it
• 5:58
  under
• 5:58
  the
• 5:59
  roof
• 5:59
  but
• 5:59
  couldn't
• 5:59
  share
• 6:00
  inventory
• 6:00
  because
• 6:01
  they
• 6:01
  use
• 6:01
  different
• 6:01
  SKUs
• 6:02
  for
• 6:02
  each
• 6:02
  of
• 6:03
  them.
• 6:03
  And
• 6:04
  then
• 6:04
  it's
• 6:04
  a
• 6:04
  bit
• 6:04
  the
• 6:04
  new
• 6:05
  normal
• 6:05
  approach.
• 6:05
  The
• 6:05
  approach
• 6:06
  which
• 6:06
  we
• 6:06
  try
• 6:06
  to
• 6:06
  take
• 6:07
  is
• 6:07
  really
• 6:07
  put
• 6:08
  everything
• 6:08
  together,
• 6:09
  make
• 6:09
  it
• 6:09
  one
• 6:09
  true
• 6:10
  omnichannel
• 6:10
  thing
• 6:10
  which
• 6:11
  can
• 6:11
  deal
• 6:11
  with
• 6:11
  all
• 6:11
  these
• 6:12
  processes.
• 6:13
  But
• 6:13
  coming
• 6:13
  from
• 6:13
  the
• 6:13
  back,
• 6:14
  you
• 6:14
  know,
• 6:14
  then
• 6:14
  you,
• 6:15
  you
• 6:15
  got
• 6:15
  the
• 6:15
  returns
• 6:16
  and
• 6:16
  you
• 6:16
  got
• 6:16
  the
• 6:17
  seeds
• 6:17
  which
• 6:17
  were
• 6:17
  maybe
• 6:18
  not
• 6:18
  having
• 6:18
  the
• 6:18
  capabilities
• 6:19
  to
• 6:19
  deal
• 6:19
  with
• 6:19
  this
• 6:20
  stuff.
• 6:20
  So
• 6:20
  you
• 6:20
  were
• 6:20
  putting
• 6:21
  stuff
• 6:21
  aside,
• 6:22
  dealing
• 6:22
  with
• 6:22
  it
• 6:23
  maybe
• 6:24
  later
• 6:24
  than
• 6:24
  you
• 6:24
  should.
• 6:25
  Because
• 6:25
  bringing
• 6:25
  fast
• 6:26
  back
• 6:26
  into
• 6:26
  inventory
• 6:27
  and
• 6:27
  be
• 6:27
  able
• 6:27
  to
• 6:28
  allocate
• 6:28
  against
• 6:28
  it
• 6:29
  was
• 6:29
  is
• 6:29
  quite
• 6:30
  an
• 6:30
  important
• 6:30
  thing
• 6:30
  I
• 6:30
  would
• 6:30
  say
• 6:31
  for
• 6:31
  returns.
• 6:32
  And
• 6:32
  then
• 6:32
  I
• 6:32
  think
• 6:33
  obviously,
• 6:34
  I
• 6:34
  mean
• 6:34
  if
• 6:34
  you
• 6:34
  look
• 6:34
  at
• 6:34
  the
• 6:35
  fashion
• 6:35
  at
• 6:35
  the
• 6:35
  fashion
• 6:36
  industry,
• 6:36
  which
• 6:36
  is
• 6:37
  one
• 6:37
  of
• 6:37
  our
• 6:37
  core
• 6:38
  elements
• 6:38
  also,
• 6:39
  I
• 6:39
  mean
• 6:40
  the
• 6:40
  fashion
• 6:40
  is
• 6:41
  changing.
• 6:41
  So
• 6:41
  far
• 6:41
  the
• 6:42
  cycles
• 6:42
  where
• 6:42
  you
• 6:43
  launch
• 6:43
  a
• 6:43
  fashion
• 6:43
  very
• 6:44
  often
• 6:44
  are
• 6:44
  very,
• 6:44
  very,
• 6:45
  very,
• 6:45
  very
• 6:45
  short.
• 6:46
  I
• 6:46
  mean
• 6:47
  a
• 6:47
  lot
• 6:47
  of
• 6:47
  technology
• 6:47
  is
• 6:48
  going
• 6:48
  out
• 6:48
  there
• 6:48
  trying
• 6:49
  to
• 6:49
  reduce
• 6:49
  returns
• 6:50
  by
• 6:50
  introducing
• 6:51
  maybe
• 6:51
  mirrors,
• 6:52
  maybe
• 6:52
  better
• 6:52
  sizing,
• 6:53
  maybe
• 6:53
  better
• 6:53
  comments
• 6:54
  how
• 6:54
  to
• 6:55
  these
• 6:55
  things.
• 6:56
  But
• 6:56
  in
• 6:56
  the
• 6:56
  end
• 6:56
  I
• 6:56
  feel
• 6:57
  it's
• 6:57
  quite
• 6:57
  difficult
• 6:58
  to
• 6:58
  follow
• 6:58
  the
• 6:59
  short
• 6:59
  cycles.
• 6:59
  How
• 7:00
  how
• 7:00
  fashion
• 7:01
  brands
• 7:01
  want
• 7:01
  to
• 7:02
  launch
• 7:02
  stuff,
• 7:02
  you
• 7:02
  know,
• 7:02
  and
• 7:03
  be
• 7:03
  attractive
• 7:03
  to
• 7:03
  the
• 7:04
  consumers.
• 7:05
  Talk
• 7:05
  us
• 7:05
  through
• 7:06
  step
• 7:06
  by
• 7:06
  step
• 7:07
  what
• 7:07
  that
• 7:07
  looks
• 7:07
  like
• 7:08
  as
• 7:08
  goods
• 7:08
  are
• 7:08
  coming
• 7:08
  back
• 7:09
  from
• 7:09
  the
• 7:09
  stores
• 7:09
  and
• 7:09
  E
• 7:10
  commerce.
• 7:10
  How
• 7:10
  are
• 7:11
  the
• 7:11
  processes
• 7:11
  different?
• 7:12
  How
• 7:12
  are
• 7:12
  you
• 7:12
  helping
• 7:12
  them
• 7:13
  to
• 7:13
  make
• 7:13
  the
• 7:14
  most
• 7:14
  profit
• 7:14
  from
• 7:14
  their
• 7:15
  returns?
• 7:15
  We
• 7:16
  built
• 7:16
  this
• 7:16
  distribution
• 7:17
  center
• 7:17
  which
• 7:17
  can
• 7:17
  handle
• 7:18
  all
• 7:18
  this
• 7:18
  stuff.
• 7:19
  Our
• 7:19
  customer
• 7:19
  in
• 7:19
  that
• 7:19
  Case
• 7:20
  was
• 7:20
  Urban
• 7:20
  Outfitters
• 7:21
  which,
• 7:21
  which
• 7:22
  they
• 7:22
  took
• 7:22
  quite
• 7:22
  a
• 7:23
  bold
• 7:23
  move
• 7:23
  to
• 7:23
  say,
• 7:23
  look,
• 7:24
  let's,
• 7:24
  let's
• 7:24
  try
• 7:24
  this
• 7:25
  and
• 7:25
  let's
• 7:25
  build
• 7:25
  a
• 7:25
  true
• 7:26
  omnichannel
• 7:26
  dist
• 7:26
  distribution
• 7:27
  centers.
• 7:28
  And
• 7:28
  then
• 7:28
  if
• 7:28
  we
• 7:28
  talk
• 7:29
  about
• 7:29
  returns,
• 7:29
  you
• 7:29
  know,
• 7:30
  when
• 7:30
  they
• 7:30
  come
• 7:30
  back
• 7:30
  into
• 7:31
  the,
• 7:31
  into
• 7:31
  the
• 7:32
  distribution
• 7:32
  center,
• 7:34
  usually
• 7:34
  the
• 7:35
  way
• 7:35
  how
• 7:35
  we
• 7:35
  store
• 7:35
  SKUs
• 7:36
  is
• 7:36
  a
• 7:36
  single
• 7:37
  skus
• 7:37
  in
• 7:38
  within
• 7:38
  toads.
• 7:39
  But
• 7:39
  when
• 7:39
  returns
• 7:39
  come
• 7:40
  back,
• 7:40
  we
• 7:40
  do
• 7:40
  all
• 7:40
  the
• 7:41
  inspections
• 7:41
  and
• 7:41
  all
• 7:41
  this
• 7:42
  stuff
• 7:42
  and
• 7:42
  we
• 7:42
  put
• 7:42
  them
• 7:43
  together
• 7:43
  as,
• 7:43
  as
• 7:44
  mixed
• 7:44
  SQ
• 7:45
  mixed
• 7:45
  SQ
• 7:45
  toads
• 7:46
  because
• 7:46
  we
• 7:46
  can't,
• 7:47
  we
• 7:47
  don't
• 7:47
  want
• 7:47
  to
• 7:48
  wait
• 7:48
  that
• 7:48
  long
• 7:48
  to
• 7:48
  fill
• 7:49
  up
• 7:49
  a
• 7:49
  full
• 7:49
  toll
• 7:50
  with,
• 7:50
  with
• 7:50
  the
• 7:50
  same
• 7:51
  SQ
• 7:51
  because
• 7:51
  we
• 7:52
  want
• 7:52
  to
• 7:52
  bring
• 7:52
  it
• 7:52
  as
• 7:52
  fast
• 7:53
  as
• 7:53
  possible
• 7:53
  back
• 7:53
  to
• 7:54
  the
• 7:54
  inventory.
• 7:54
  So
• 7:55
  we
• 7:55
  create
• 7:55
  mixed
• 7:55
  sq
• 7:56
  toads
• 7:56
  which
• 7:57
  contain
• 7:57
  maybe
• 7:57
  10
• 7:58
  to
• 7:58
  15
• 7:58
  items
• 7:59
  and
• 7:59
  put
• 7:59
  them
• 7:59
  back
• 7:59
  to
• 7:59
  storage
• 8:00
  and
• 8:00
  allow
• 8:01
  immediate
• 8:01
  allocation
• 8:02
  allocation
• 8:03
  against
• 8:03
  it.
• 8:04
  Then
• 8:04
  on
• 8:04
  the
• 8:05
  one
• 8:05
  side,
• 8:05
  I
• 8:05
  mean
• 8:05
  we
• 8:05
  can,
• 8:06
  we
• 8:06
  can
• 8:06
  choose,
• 8:06
  we
• 8:07
  can
• 8:07
  still
• 8:07
  always
• 8:07
  choose,
• 8:08
  hey,
• 8:08
  do
• 8:08
  we
• 8:08
  want
• 8:08
  to
• 8:08
  ship
• 8:09
  out
• 8:09
  of
• 8:09
  a
• 8:09
  single
• 8:09
  SQ
• 8:10
  toad
• 8:10
  or
• 8:10
  do
• 8:10
  we
• 8:10
  want
• 8:11
  to
• 8:11
  ship
• 8:11
  a
• 8:11
  return
• 8:12
  out
• 8:12
  of
• 8:12
  a
• 8:12
  mixed
• 8:12
  SQ
• 8:13
  toad?
• 8:13
  Depending
• 8:14
  what
• 8:15
  performance
• 8:15
  we
• 8:15
  need
• 8:16
  to
• 8:16
  achieve.
• 8:16
  Because
• 8:17
  picking
• 8:17
  out
• 8:17
  of
• 8:17
  mixed
• 8:18
  skew
• 8:18
  toads
• 8:18
  and
• 8:19
  picking
• 8:19
  returns
• 8:19
  is
• 8:19
  a
• 8:20
  bit
• 8:20
  slower
• 8:20
  than
• 8:20
  it
• 8:21
  is,
• 8:21
  you
• 8:21
  know,
• 8:21
  picking
• 8:21
  out
• 8:22
  of
• 8:22
  single
• 8:22
  single
• 8:23
  skus.
• 8:23
  So
• 8:24
  we
• 8:24
  can
• 8:24
  always
• 8:24
  balance
• 8:25
  this
• 8:25
  out
• 8:25
  to
• 8:25
  make
• 8:25
  sure
• 8:26
  that
• 8:26
  the
• 8:26
  system
• 8:26
  performs
• 8:27
  in
• 8:27
  the
• 8:27
  best
• 8:27
  possible
• 8:28
  way
• 8:28
  and
• 8:29
  gets
• 8:29
  the
• 8:29
  items
• 8:29
  out
• 8:30
  of
• 8:30
  the
• 8:30
  door,
• 8:30
  which
• 8:30
  is
• 8:30
  in
• 8:30
  the
• 8:31
  end
• 8:31
  the
• 8:31
  most
• 8:31
  most
• 8:32
  important
• 8:32
  thing
• 8:32
  to
• 8:32
  me
• 8:33
  to
• 8:33
  meet
• 8:33
  the
• 8:33
  SLAs.
• 8:34
  And
• 8:35
  how
• 8:35
  do
• 8:35
  you
• 8:35
  make
• 8:35
  that
• 8:35
  determination
• 8:36
  then?
• 8:36
  So
• 8:36
  it
• 8:37
  sounds
• 8:37
  like,
• 8:37
  so
• 8:37
  it
• 8:37
  sounds
• 8:37
  like
• 8:38
  as
• 8:38
  the
• 8:38
  returns
• 8:38
  come
• 8:38
  in,
• 8:38
  you're
• 8:38
  putting
• 8:39
  them
• 8:39
  in
• 8:39
  mixed
• 8:39
  return
• 8:39
  totes.
• 8:40
  Like
• 8:40
  how
• 8:40
  do
• 8:40
  you,
• 8:40
  how
• 8:40
  do
• 8:40
  you
• 8:40
  make
• 8:41
  the
• 8:41
  determination
• 8:41
  of
• 8:42
  how
• 8:42
  best
• 8:42
  to
• 8:42
  pick
• 8:42
  them
• 8:43
  should
• 8:43
  you
• 8:43
  want
• 8:43
  to
• 8:44
  sell
• 8:44
  them
• 8:44
  again?
• 8:45
  I
• 8:45
  mean
• 8:45
  in
• 8:46
  general,
• 8:46
  from
• 8:46
  an
• 8:46
  automation
• 8:47
  perspective,
• 8:47
  we
• 8:47
  would
• 8:47
  always
• 8:48
  choose
• 8:48
  the
• 8:48
  strategy.
• 8:49
  Empty,
• 8:50
  empty
• 8:51
  the
• 8:51
  inventory
• 8:52
  toads
• 8:52
  to
• 8:52
  get
• 8:52
  them
• 8:52
  out
• 8:53
  and
• 8:53
  get
• 8:53
  new
• 8:53
  inventory
• 8:54
  back.
• 8:54
  So
• 8:54
  I
• 8:54
  think
• 8:54
  we
• 8:55
  would
• 8:55
  always
• 8:55
  choose
• 8:56
  to
• 8:56
  empty
• 8:56
  up
• 8:57
  multi
• 8:57
  sku
• 8:58
  toad
• 8:58
  with
• 8:59
  returns
• 8:59
  because
• 9:01
  for
• 9:01
  a
• 9:01
  cubic
• 9:02
  feet
• 9:03
  which
• 9:03
  they
• 9:03
  have,
• 9:03
  they
• 9:03
  store
• 9:04
  the
• 9:04
  least
• 9:04
  amount
• 9:04
  of
• 9:04
  items.
• 9:05
  So
• 9:05
  we
• 9:05
  try
• 9:05
  to
• 9:06
  empty
• 9:06
  them
• 9:06
  up.
• 9:06
  The
• 9:06
  only
• 9:07
  way
• 9:07
  where
• 9:07
  we
• 9:08
  would
• 9:08
  not
• 9:08
  choose
• 9:08
  them
• 9:08
  to
• 9:09
  do
• 9:09
  so
• 9:09
  is
• 9:10
  if
• 9:10
  we
• 9:10
  see,
• 9:10
  hey,
• 9:11
  we
• 9:11
  are
• 9:11
  really
• 9:11
  hitting
• 9:12
  a
• 9:12
  peak
• 9:12
  in
• 9:12
  terms
• 9:12
  of
• 9:13
  items
• 9:13
  which
• 9:13
  we
• 9:13
  need
• 9:13
  to
• 9:14
  process
• 9:14
  and
• 9:14
  we
• 9:14
  believe
• 9:15
  we
• 9:15
  are
• 9:15
  much
• 9:15
  faster
• 9:15
  by
• 9:16
  taking
• 9:16
  single
• 9:16
  SQ
• 9:17
  cases.
• 9:17
  That's
• 9:18
  where
• 9:18
  we
• 9:18
  would
• 9:18
  run
• 9:19
  for,
• 9:19
  for
• 9:19
  single
• 9:19
  sku.
• 9:20
  But
• 9:20
  it
• 9:21
  needs
• 9:21
  to
• 9:21
  be
• 9:21
  a
• 9:21
  clever
• 9:21
  balance
• 9:22
  because
• 9:22
  as
• 9:22
  I
• 9:22
  said
• 9:23
  before,
• 9:23
  data
• 9:24
  shows
• 9:24
  us
• 9:24
  that
• 9:25
  if
• 9:25
  we
• 9:25
  can
• 9:25
  ship,
• 9:25
  if
• 9:26
  we
• 9:26
  can
• 9:26
  make
• 9:26
  sure
• 9:27
  that
• 9:27
  we
• 9:27
  ship
• 9:27
  this
• 9:28
  stuff
• 9:28
  out,
• 9:28
  it
• 9:28
  sells,
• 9:29
  it
• 9:29
  really
• 9:29
  sells
• 9:30
  a
• 9:30
  lot
• 9:30
  in
• 9:30
  the
• 9:30
  first
• 9:30
  couple
• 9:31
  of
• 9:31
  days.
• 9:31
  So
• 9:31
  we
• 9:31
  need
• 9:31
  to
• 9:32
  make
• 9:32
  sure
• 9:32
  that
• 9:32
  we
• 9:32
  can,
• 9:33
  that
• 9:33
  we
• 9:33
  can
• 9:33
  use
• 9:34
  them.
• 9:35
  So
• 9:35
  then
• 9:35
  like
• 9:35
  always
• 9:36
  in
• 9:36
  these
• 9:36
  conversations
• 9:37
  and
• 9:37
  like,
• 9:37
  and
• 9:37
  cbam
• 9:38
  this
• 9:39
  back
• 9:39
  to
• 9:39
  you
• 9:39
  again,
• 9:39
  like,
• 9:40
  software
• 9:40
  is
• 9:41
  a
• 9:41
  key
• 9:41
  piece
• 9:41
  of
• 9:41
  this
• 9:41
  then
• 9:42
  because
• 9:42
  you
• 9:42
  have
• 9:42
  to
• 9:42
  understand
• 9:43
  the
• 9:43
  dynamics
• 9:43
  here
• 9:44
  of
• 9:44
  understanding
• 9:45
  those
• 9:45
  cycle
• 9:45
  times
• 9:45
  in
• 9:46
  terms
• 9:46
  of
• 9:46
  the
• 9:46
  picks
• 9:46
  and,
• 9:47
  and
• 9:47
  the
• 9:48
  demand
• 9:48
  and
• 9:48
  the
• 9:48
  volume
• 9:49
  movement
• 9:49
  going
• 9:49
  out
• 9:49
  of
• 9:49
  that
• 9:50
  building
• 9:50
  to
• 9:50
  be
• 9:50
  able
• 9:51
  to
• 9:51
  decide,
• 9:51
  okay,
• 9:51
  you
• 9:51
  know,
• 9:52
  where
• 9:52
  do
• 9:52
  we
• 9:52
  want
• 9:52
  to
• 9:52
  pick
• 9:52
  these,
• 9:53
  these
• 9:53
  returns
• 9:54
  from,
• 9:55
  whether
• 9:55
  current
• 9:55
  shelf
• 9:56
  stock
• 9:56
  or
• 9:56
  the
• 9:56
  actual
• 9:57
  return
• 9:57
  stock.
• 9:57
  Is
• 9:57
  that
• 9:58
  right?
• 9:58
  Exactly,
• 9:59
  exactly.
• 10:00
  So
• 10:00
  it's
• 10:00
  really
• 10:01
  software
• 10:01
  plays
• 10:01
  a
• 10:01
  big
• 10:02
  role
• 10:02
  in
• 10:02
  there.
• 10:03
  Even
• 10:03
  though
• 10:03
  I
• 10:03
  think,
• 10:04
  I
• 10:04
  mean
• 10:04
  GW
• 10:04
  as
• 10:05
  a
• 10:05
  company,
• 10:05
  we
• 10:05
  focused
• 10:06
  on
• 10:06
  fashion
• 10:06
  a
• 10:06
  lot
• 10:06
  and
• 10:07
  we
• 10:07
  started
• 10:07
  an
• 10:08
  initiative
• 10:08
  where
• 10:08
  we
• 10:08
  really
• 10:09
  looked
• 10:09
  at
• 10:09
  these
• 10:09
  things
• 10:10
  and
• 10:10
  with
• 10:10
  multiple
• 10:11
  retailers
• 10:11
  and
• 10:11
  brands.
• 10:12
  And
• 10:12
  I
• 10:12
  would
• 10:12
  say
• 10:13
  software
• 10:14
  packages
• 10:14
  as
• 10:14
  of
• 10:14
  today
• 10:15
  include
• 10:15
  these
• 10:16
  standard
• 10:16
  elements
• 10:17
  about
• 10:17
  choosing,
• 10:17
  you
• 10:18
  know,
• 10:18
  what's
• 10:18
  the
• 10:18
  right
• 10:18
  thing
• 10:19
  based
• 10:19
  on
• 10:19
  the
• 10:19
  output
• 10:20
  and
• 10:20
  the
• 10:20
  SLAs
• 10:21
  SLA
• 10:21
  is
• 10:21
  needed.
• 10:22
  So
• 10:22
  from
• 10:22
  my
• 10:23
  perspective,
• 10:23
  what
• 10:23
  I
• 10:23
  took
• 10:24
  from
• 10:24
  you
• 10:24
  is
• 10:25
  the
• 10:26
  omnichannel
• 10:26
  way
• 10:27
  with
• 10:27
  which
• 10:27
  retailers
• 10:28
  do
• 10:28
  business
• 10:28
  has
• 10:29
  really
• 10:29
  exacerbated
• 10:30
  the
• 10:30
  problem
• 10:30
  that
• 10:30
  it
• 10:31
  goes
• 10:31
  beyond
• 10:31
  just
• 10:32
  the
• 10:32
  proliferation
• 10:32
  of
• 10:33
  E
• 10:33
  commerce.
• 10:33
  It's
• 10:33
  really
• 10:34
  the
• 10:34
  omnichannel
• 10:34
  nature
• 10:35
  of
• 10:35
  it.
• 10:35
  And
• 10:36
  that
• 10:36
  being
• 10:36
  the
• 10:37
  products
• 10:37
  being
• 10:37
  returned
• 10:38
  via
• 10:38
  the
• 10:39
  stores
• 10:39
  back
• 10:40
  into
• 10:40
  the
• 10:40
  channels
• 10:40
  as
• 10:41
  well
• 10:41
  as,
• 10:42
  you
• 10:42
  know,
• 10:42
  via
• 10:42
  E
• 10:42
  commerce
• 10:43
  back
• 10:43
  into
• 10:43
  the
• 10:43
  channels.
• 10:44
  And
• 10:44
  particularly
• 10:45
  that's,
• 10:45
  that's
• 10:46
  really
• 10:47
  profound
• 10:47
  because
• 10:47
  of
• 10:48
  the
• 10:48
  way
• 10:48
  that
• 10:49
  most
• 10:49
  retailers
• 10:49
  have
• 10:50
  set
• 10:50
  up
• 10:50
  their
• 10:50
  infrastructure.
• 10:51
  Is
• 10:51
  that
• 10:51
  right?
• 10:51
  So
• 10:51
  like
• 10:52
  most,
• 10:52
  most
• 10:52
  retailers
• 10:53
  are
• 10:53
  set
• 10:53
  up
• 10:53
  to
• 10:53
  process
• 10:54
  their
• 10:55
  shipments
• 10:55
  via
• 10:56
  E
• 10:56
  commerce
• 10:57
  channels
• 10:57
  or
• 10:58
  to
• 10:58
  the
• 10:58
  stores.
• 10:59
  And
• 10:59
  so
• 10:59
  returns
• 11:00
  throw
• 11:00
  a
• 11:00
  big
• 11:00
  wrench
• 11:01
  in
• 11:01
  that.
• 11:01
  That's
• 11:01
  essentially
• 11:02
  what
• 11:02
  you're
• 11:02
  saying.
• 11:03
  Exactly.
• 11:04
  And
• 11:04
  I
• 11:04
  think
• 11:04
  on
• 11:04
  top
• 11:05
  of
• 11:05
  that,
• 11:05
  on
• 11:05
  the
• 11:05
  one
• 11:05
  side
• 11:06
  it's
• 11:06
  obviously
• 11:06
  supply
• 11:07
  chain
• 11:07
  aspect,
• 11:07
  but
• 11:07
  on
• 11:08
  the
• 11:08
  other
• 11:08
  side
• 11:08
  it's
• 11:08
  really
• 11:08
  the
• 11:09
  fight
• 11:09
  for
• 11:10
  competitiveness.
• 11:10
  You
• 11:11
  know,
• 11:11
  you
• 11:11
  need,
• 11:11
  you
• 11:11
  need
• 11:12
  to
• 11:12
  provide
• 11:12
  this
• 11:12
  omnichannel.
• 11:13
  So
• 11:13
  it's
• 11:14
  not
• 11:14
  really
• 11:14
  a
• 11:14
  question
• 11:14
  do
• 11:15
  you
• 11:15
  want
• 11:15
  or
• 11:15
  do
• 11:15
  you
• 11:15
  don't
• 11:16
  want?
• 11:16
  It's
• 11:16
  really
• 11:16
  how
• 11:16
  you're
• 11:17
  going
• 11:17
  to
• 11:17
  make
• 11:17
  it
• 11:18
  possible
• 11:18
  that
• 11:19
  you
• 11:19
  get
• 11:19
  the
• 11:19
  seamless
• 11:20
  experience,
• 11:20
  but
• 11:20
  other
• 11:21
  side,
• 11:21
  you
• 11:21
  can
• 11:21
  still
• 11:21
  keep
• 11:22
  it
• 11:22
  profitable.
• 11:23
  I
• 11:23
  mean
• 11:23
  this,
• 11:23
  this
• 11:24
  is
• 11:24
  the
• 11:24
  clue
• 11:24
  behind
• 11:25
  it,
• 11:25
  I
• 11:25
  would
• 11:25
  say.
• 11:26
  CB
• 11:27
  that
• 11:27
  makes
• 11:27
  sense
• 11:28
  if
• 11:28
  we're
• 11:28
  thinking
• 11:28
  about
• 11:28
  this
• 11:29
  taking
• 11:29
  an
• 11:29
  omnichannel
• 11:30
  approach,
• 11:30
  making
• 11:30
  sure
• 11:31
  that
• 11:31
  we're
• 11:31
  set
• 11:31
  up
• 11:32
  to
• 11:32
  accommodate,
• 11:33
  you
• 11:33
  know,
• 11:33
  both
• 11:33
  the
• 11:34
  online
• 11:34
  returns
• 11:35
  and
• 11:35
  the
• 11:35
  in
• 11:35
  store
• 11:36
  returns.
• 11:36
  But
• 11:37
  it
• 11:37
  all
• 11:37
  sounds
• 11:37
  kind
• 11:38
  of
• 11:38
  daunting.
• 11:38
  I
• 11:38
  mean,
• 11:39
  what
• 11:39
  advice
• 11:40
  do
• 11:40
  you
• 11:40
  have
• 11:40
  for
• 11:41
  how
• 11:41
  these
• 11:41
  retailers
• 11:42
  can
• 11:42
  process
• 11:43
  these
• 11:43
  returns
• 11:44
  more
• 11:44
  profitably
• 11:45
  and
• 11:45
  more
• 11:46
  efficiently?
• 11:47
  I
• 11:47
  think
• 11:47
  it's
• 11:47
  really
• 11:48
  about
• 11:48
  creating,
• 11:49
  taking
• 11:50
  a
• 11:50
  holistic
• 11:50
  view
• 11:50
  on
• 11:51
  it.
• 11:51
  You
• 11:51
  know,
• 11:51
  what
• 11:51
  do
• 11:52
  you.
• 11:52
  What,
• 11:52
  what.
• 11:52
  What
• 11:52
  do
• 11:53
  you
• 11:53
  need
• 11:53
  to
• 11:53
  process
• 11:54
  from
• 11:54
  all
• 11:54
  aspects
• 11:54
  and
• 11:55
  then
• 11:55
  trying
• 11:55
  a
• 11:55
  way
• 11:56
  to.
• 11:56
  To.
• 11:56
  To
• 11:57
  merge
• 11:57
  this
• 11:57
  together.
• 11:57
  I
• 11:57
  mean
• 11:58
  if
• 11:58
  we
• 11:58
  take
• 11:58
  a
• 11:59
  step
• 11:59
  back,
• 11:59
  you
• 11:59
  know,
• 11:59
  previously
• 12:00
  the
• 12:00
  way
• 12:00
  how
• 12:00
  you
• 12:01
  were
• 12:01
  dealing
• 12:01
  with
• 12:01
  this
• 12:01
  stuff,
• 12:02
  you
• 12:02
  know,
• 12:02
  you
• 12:02
  might
• 12:02
  have
• 12:03
  a
• 12:03
  retail
• 12:03
  dc
• 12:03
  you
• 12:03
  might
• 12:04
  have
• 12:04
  an
• 12:04
  E
• 12:04
  commerce
• 12:04
  dc,
• 12:05
  you
• 12:05
  might
• 12:05
  have
• 12:05
  a,
• 12:06
  a
• 12:06
  returns
• 12:07
  handling,
• 12:07
  maybe
• 12:08
  even
• 12:08
  autos
• 12:08
  to
• 12:08
  a
• 12:09
  3
• 12:09
  PL
• 12:09
  or
• 12:09
  whatever
• 12:09
  this
• 12:10
  might
• 12:10
  might
• 12:10
  be.
• 12:10
  But,
• 12:11
  but
• 12:11
  a
• 12:11
  very
• 12:11
  fragmented
• 12:12
  things.
• 12:12
  And
• 12:12
  to
• 12:12
  be
• 12:12
  honest,
• 12:13
  it
• 12:13
  was
• 12:13
  the
• 12:13
  right
• 12:13
  choice.
• 12:14
  Maybe
• 12:14
  at
• 12:16
  volumes
• 12:16
  were
• 12:16
  that
• 12:16
  high,
• 12:17
  maybe
• 12:17
  the
• 12:17
  fluctuations
• 12:18
  between
• 12:18
  the
• 12:18
  channels
• 12:19
  were
• 12:19
  not
• 12:19
  that
• 12:19
  level
• 12:19
  and
• 12:20
  so
• 12:20
  on.
• 12:20
  But,
• 12:21
  but
• 12:21
  as
• 12:21
  of
• 12:21
  today
• 12:22
  we
• 12:22
  would,
• 12:22
  we
• 12:22
  would
• 12:23
  say
• 12:23
  this
• 12:24
  industry
• 12:24
  gets
• 12:24
  quite
• 12:25
  unpredictable.
• 12:26
  So
• 12:26
  this
• 12:26
  means
• 12:26
  you
• 12:26
  need
• 12:27
  to
• 12:27
  get
• 12:27
  something
• 12:27
  in
• 12:28
  place
• 12:28
  which
• 12:28
  can
• 12:28
  deal
• 12:29
  with
• 12:29
  all
• 12:29
  of
• 12:30
  it
• 12:30
  at
• 12:30
  any
• 12:30
  time,
• 12:31
  you
• 12:31
  know,
• 12:31
  in
• 12:31
  any,
• 12:31
  in
• 12:32
  any
• 12:32
  share
• 12:32
  in
• 12:32
  this
• 12:32
  case.
• 12:33
  So
• 12:33
  our
• 12:33
  recommendation
• 12:34
  would
• 12:34
  really
• 12:34
  be
• 12:35
  to
• 12:35
  build
• 12:35
  a
• 12:36
  process
• 12:36
  flow
• 12:36
  which
• 12:37
  requires
• 12:37
  as
• 12:38
  less
• 12:38
  touches
• 12:38
  as
• 12:39
  possible
• 12:39
  to
• 12:40
  use
• 12:40
  goods
• 12:40
  to
• 12:41
  personal
• 12:41
  solutions
• 12:42
  as
• 12:42
  order
• 12:42
  fulfillment
• 12:43
  systems
• 12:44
  which
• 12:44
  can
• 12:44
  deal
• 12:45
  with
• 12:45
  E
• 12:46
  commerce,
• 12:46
  retail
• 12:47
  returns
• 12:48
  wholesale,
• 12:49
  any
• 12:49
  distribution
• 12:49
  channel
• 12:50
  at
• 12:50
  any
• 12:50
  time
• 12:51
  and
• 12:51
  try
• 12:52
  to
• 12:52
  put
• 12:52
  in
• 12:52
  as
• 12:52
  much
• 12:53
  possible
• 12:53
  as
• 12:54
  it
• 12:54
  as
• 12:54
  the
• 12:55
  business
• 12:55
  allows.
• 12:55
  Because
• 12:56
  in
• 12:56
  the
• 12:56
  end
• 12:56
  to
• 12:56
  make
• 12:56
  these
• 12:57
  business
• 12:57
  cases
• 12:58
  it's
• 12:58
  really
• 12:58
  about
• 12:59
  high
• 12:59
  utilization.
• 13:00
  So
• 13:00
  you
• 13:00
  need
• 13:00
  to
• 13:01
  make
• 13:01
  sure
• 13:01
  to
• 13:02
  keep
• 13:02
  the
• 13:02
  utilization
• 13:03
  high
• 13:03
  at
• 13:04
  these
• 13:04
  systems
• 13:04
  and
• 13:04
  that's
• 13:05
  where
• 13:05
  they
• 13:05
  pay
• 13:05
  back.
• 13:05
  And
• 13:06
  if
• 13:06
  you
• 13:06
  look
• 13:06
  at
• 13:07
  processing
• 13:08
  unit
• 13:08
  curves
• 13:09
  for
• 13:09
  E
• 13:09
  Commerce,
• 13:09
  for
• 13:10
  retail,
• 13:10
  for
• 13:10
  wholesale,
• 13:11
  or
• 13:12
  even
• 13:12
  how
• 13:12
  returns
• 13:13
  come
• 13:13
  in,
• 13:13
  they
• 13:14
  all
• 13:14
  are
• 13:14
  a
• 13:14
  bit
• 13:14
  different.
• 13:15
  So
• 13:15
  if
• 13:15
  you
• 13:15
  find
• 13:16
  a
• 13:16
  very
• 13:16
  clever
• 13:16
  logic,
• 13:17
  you
• 13:17
  can
• 13:17
  stack
• 13:17
  them
• 13:18
  up
• 13:18
  and
• 13:19
  actually
• 13:19
  without
• 13:19
  cannibalizing
• 13:20
  each
• 13:20
  other,
• 13:20
  they
• 13:21
  actually
• 13:21
  add
• 13:21
  on
• 13:21
  each
• 13:22
  other
• 13:22
  and
• 13:22
  just
• 13:22
  make
• 13:22
  you
• 13:23
  even
• 13:23
  more
• 13:24
  profitable.
• 13:24
  So
• 13:24
  I
• 13:25
  think
• 13:25
  it's
• 13:25
  really
• 13:25
  about
• 13:26
  the
• 13:26
  holistic
• 13:26
  view.
• 13:27
  Merging
• 13:28
  all
• 13:28
  these
• 13:28
  flows
• 13:28
  together
• 13:29
  into
• 13:29
  one
• 13:30
  and
• 13:30
  making
• 13:31
  sure
• 13:32
  that
• 13:32
  you
• 13:32
  are
• 13:32
  really,
• 13:33
  really
• 13:33
  responsive.
• 13:34
  Responsiveness
• 13:35
  matters
• 13:35
  much
• 13:36
  more
• 13:36
  than
• 13:37
  speed.
• 13:37
  Just.
• 13:38
  And
• 13:38
  maybe
• 13:39
  to
• 13:39
  use
• 13:39
  an
• 13:39
  analogy
• 13:40
  to
• 13:40
  it,
• 13:40
  we
• 13:41
  compare.
• 13:41
  We
• 13:41
  said
• 13:42
  what
• 13:42
  we
• 13:42
  do
• 13:42
  is
• 13:42
  a
• 13:42
  bridge
• 13:43
  principle.
• 13:43
  So
• 13:43
  every
• 13:44
  car
• 13:44
  represents
• 13:45
  a
• 13:45
  retail
• 13:45
  order,
• 13:45
  an
• 13:46
  E
• 13:46
  commerce
• 13:46
  order,
• 13:47
  a
• 13:47
  return
• 13:47
  coming
• 13:47
  in,
• 13:48
  a
• 13:48
  wholesale
• 13:48
  order.
• 13:49
  And
• 13:49
  everything
• 13:50
  needs
• 13:50
  to
• 13:50
  flow
• 13:51
  continuously.
• 13:52
  There
• 13:52
  should
• 13:52
  not
• 13:52
  be
• 13:52
  any
• 13:53
  dependencies
• 13:53
  in
• 13:53
  between
• 13:54
  them.
• 13:54
  And
• 13:55
  previously
• 13:55
  the
• 13:55
  way
• 13:56
  our
• 13:56
  systems
• 13:56
  were
• 13:56
  built
• 13:56
  were
• 13:57
  much
• 13:57
  more
• 13:57
  like
• 13:57
  ferry
• 13:58
  systems.
• 13:58
  You
• 13:58
  know,
• 13:58
  everything
• 13:59
  comes
• 13:59
  together,
• 14:00
  they
• 14:00
  wait
• 14:00
  till
• 14:00
  the
• 14:00
  boat
• 14:01
  is
• 14:01
  there,
• 14:01
  they
• 14:01
  get
• 14:01
  on
• 14:01
  the
• 14:02
  boat
• 14:02
  and
• 14:02
  they
• 14:02
  get
• 14:03
  it
• 14:04
  does
• 14:04
  the
• 14:04
  job.
• 14:04
  But
• 14:05
  not
• 14:05
  really
• 14:06
  flexible
• 14:07
  and
• 14:07
  not
• 14:07
  responsive
• 14:07
  as
• 14:08
  it,
• 14:08
  as
• 14:08
  it
• 14:08
  should
• 14:08
  be.
• 14:09
  Got
• 14:10
  it.
• 14:10
  I
• 14:10
  love
• 14:10
  that
• 14:10
  analogy.
• 14:11
  So
• 14:11
  cars
• 14:11
  versus
• 14:11
  ferries.
• 14:12
  So
• 14:12
  you're
• 14:12
  saying
• 14:12
  basically.
• 14:13
  You're
• 14:13
  basically
• 14:13
  saying
• 14:14
  that
• 14:15
  in
• 14:16
  a
• 14:16
  nutshell.
• 14:16
  The
• 14:17
  idea
• 14:17
  here
• 14:17
  is
• 14:17
  you
• 14:17
  got
• 14:17
  to
• 14:17
  merge
• 14:18
  your
• 14:18
  systems,
• 14:18
  you
• 14:18
  got
• 14:18
  to
• 14:19
  find
• 14:19
  A
• 14:19
  way
• 14:19
  to
• 14:19
  merge
• 14:19
  the
• 14:20
  operations
• 14:20
  at
• 14:20
  the
• 14:21
  distribution
• 14:21
  center
• 14:21
  level.
• 14:22
  So
• 14:22
  I'm
• 14:23
  curious
• 14:23
  then
• 14:23
  do
• 14:23
  you
• 14:24
  let's.
• 14:24
  I
• 14:25
  want
• 14:25
  to
• 14:25
  understand
• 14:25
  like
• 14:26
  okay,
• 14:26
  if
• 14:26
  somebody
• 14:27
  does
• 14:27
  that,
• 14:28
  what
• 14:28
  does
• 14:28
  that
• 14:28
  actually
• 14:29
  look
• 14:29
  like?
• 14:29
  How
• 14:29
  are
• 14:29
  the
• 14:29
  processes
• 14:30
  different
• 14:31
  before
• 14:31
  versus
• 14:32
  post
• 14:33
  making
• 14:33
  that
• 14:33
  effort?
• 14:34
  And
• 14:34
  do
• 14:34
  you
• 14:34
  have
• 14:34
  a
• 14:34
  good
• 14:34
  example
• 14:35
  you
• 14:35
  can
• 14:35
  share
• 14:36
  of
• 14:36
  someone
• 14:36
  you're
• 14:36
  working
• 14:37
  with
• 14:37
  that
• 14:37
  is
• 14:37
  doing
• 14:38
  that?
• 14:39
  And
• 14:39
  I
• 14:39
  will
• 14:39
  give
• 14:40
  you
• 14:40
  an
• 14:40
  example
• 14:40
  of
• 14:40
  a
• 14:40
  high
• 14:41
  value
• 14:41
  fashion
• 14:41
  brand.
• 14:42
  I
• 14:42
  can't
• 14:42
  say
• 14:42
  the
• 14:42
  name
• 14:43
  right
• 14:43
  now
• 14:43
  but
• 14:43
  the
• 14:43
  way
• 14:43
  how
• 14:44
  they
• 14:44
  were
• 14:44
  set
• 14:44
  up,
• 14:45
  they,
• 14:45
  they
• 14:45
  had
• 14:45
  a
• 14:45
  retail
• 14:46
  dc
• 14:46
  they
• 14:46
  had
• 14:46
  an
• 14:46
  E
• 14:47
  commerce
• 14:47
  DC
• 14:48
  and
• 14:48
  dealt
• 14:48
  with
• 14:48
  these
• 14:49
  things
• 14:49
  completely
• 14:50
  separately.
• 14:50
  So
• 14:51
  they,
• 14:51
  they
• 14:51
  came
• 14:51
  to
• 14:52
  us
• 14:52
  or
• 14:52
  we
• 14:52
  came
• 14:52
  to
• 14:53
  them
• 14:53
  and
• 14:53
  started
• 14:53
  discussing
• 14:54
  how
• 14:54
  we
• 14:54
  can
• 14:55
  boost
• 14:55
  their
• 14:56
  store
• 14:56
  replenishment
• 14:57
  part.
• 14:57
  And
• 14:58
  in
• 14:58
  the
• 14:58
  end
• 14:59
  I
• 14:59
  mean
• 14:59
  they
• 14:59
  had
• 14:59
  an
• 14:59
  800000
• 15:00
  square
• 15:00
  feet
• 15:01
  distribution
• 15:01
  centers
• 15:02
  and
• 15:02
  just
• 15:02
  a
• 15:03
  hundred
• 15:03
  thousand
• 15:03
  square
• 15:03
  feet
• 15:04
  were
• 15:04
  really
• 15:05
  available
• 15:05
  to
• 15:05
  do
• 15:06
  something
• 15:06
  to
• 15:06
  boost
• 15:07
  throughput
• 15:07
  and
• 15:07
  increase
• 15:08
  profitability
• 15:08
  at
• 15:09
  the,
• 15:09
  at
• 15:09
  the
• 15:09
  same
• 15:09
  time.
• 15:10
  So
• 15:10
  when
• 15:11
  we
• 15:11
  started
• 15:11
  putting
• 15:12
  in
• 15:12
  the
• 15:12
  solution,
• 15:12
  looking
• 15:13
  at
• 15:13
  the
• 15:13
  data,
• 15:14
  what's
• 15:14
  going
• 15:14
  on
• 15:14
  in
• 15:14
  there
• 15:15
  at
• 15:15
  one
• 15:16
  moment
• 15:16
  we
• 15:16
  said
• 15:16
  but
• 15:16
  what
• 15:17
  if
• 15:17
  we
• 15:17
  take
• 15:17
  a
• 15:17
  look
• 15:18
  and
• 15:18
  try
• 15:18
  to
• 15:19
  include
• 15:19
  also
• 15:19
  this
• 15:20
  E
• 15:20
  commerce
• 15:20
  volumes
• 15:21
  out
• 15:21
  of
• 15:21
  the
• 15:22
  separate
• 15:22
  distribution
• 15:23
  center
• 15:23
  on
• 15:23
  this
• 15:24
  side.
• 15:24
  And.
• 15:24
  And
• 15:25
  that's
• 15:25
  how
• 15:25
  this
• 15:25
  journey
• 15:25
  started.
• 15:26
  And
• 15:26
  then
• 15:26
  suddenly
• 15:26
  when
• 15:27
  we
• 15:27
  added
• 15:27
  up
• 15:27
  all
• 15:28
  these
• 15:28
  processing
• 15:28
  capabilities
• 15:29
  and
• 15:29
  what
• 15:30
  needs
• 15:30
  to
• 15:30
  be
• 15:30
  done
• 15:30
  and
• 15:31
  how
• 15:31
  it
• 15:31
  needs
• 15:31
  to
• 15:31
  be
• 15:31
  done
• 15:32
  actually
• 15:32
  we
• 15:33
  recognized
• 15:33
  it's
• 15:34
  just
• 15:34
  adding
• 15:34
  to
• 15:35
  the
• 15:35
  business
• 15:35
  case.
• 15:35
  It's
• 15:36
  not
• 15:36
  really
• 15:36
  taking
• 15:36
  away
• 15:37
  because
• 15:37
  we
• 15:38
  can
• 15:38
  use
• 15:38
  the
• 15:38
  same
• 15:39
  SKUs
• 15:39
  so
• 15:40
  we
• 15:40
  don't
• 15:40
  need
• 15:40
  to
• 15:40
  hold
• 15:41
  that
• 15:41
  much
• 15:41
  inventory
• 15:42
  in
• 15:42
  both
• 15:42
  dcs.
• 15:43
  We
• 15:43
  can
• 15:43
  do
• 15:43
  it
• 15:43
  just
• 15:44
  at
• 15:44
  one
• 15:44
  stuff
• 15:45
  and
• 15:45
  at
• 15:45
  the
• 15:45
  same
• 15:45
  time
• 15:46
  allow
• 15:46
  for
• 15:46
  extremely
• 15:47
  fast
• 15:47
  processing.
• 15:48
  Previously
• 15:49
  you
• 15:49
  would
• 15:49
  walk
• 15:49
  into
• 15:49
  such
• 15:50
  a
• 15:50
  dc
• 15:50
  everything
• 15:51
  would
• 15:51
  be
• 15:51
  manual.
• 15:52
  A
• 15:52
  lot
• 15:52
  of
• 15:52
  touches
• 15:52
  at
• 15:52
  the
• 15:53
  inbound
• 15:53
  people
• 15:53
  would
• 15:53
  be
• 15:54
  climbing
• 15:54
  racks
• 15:54
  to
• 15:55
  get
• 15:55
  stuff
• 15:55
  out.
• 15:56
  They
• 15:56
  do
• 15:56
  manual
• 15:57
  picking
• 15:57
  then
• 15:57
  they
• 15:58
  would
• 15:58
  do
• 15:58
  sortation
• 15:59
  afterwards
• 16:00
  and
• 16:00
  then
• 16:00
  ship
• 16:00
  this
• 16:01
  stuff.
• 16:01
  So
• 16:01
  a
• 16:02
  lot
• 16:02
  of
• 16:02
  people
• 16:02
  involved.
• 16:03
  I
• 16:03
  would
• 16:03
  call
• 16:04
  it
• 16:04
  a
• 16:04
  bit
• 16:04
  of
• 16:04
  a
• 16:04
  tic
• 16:04
  tac
• 16:05
  process
• 16:05
  flow
• 16:06
  through
• 16:06
  the,
• 16:06
  through
• 16:06
  the
• 16:07
  warehouse.
• 16:07
  And
• 16:08
  now
• 16:08
  what
• 16:08
  we
• 16:08
  are
• 16:08
  trying
• 16:09
  to
• 16:09
  do
• 16:09
  for
• 16:09
  them
• 16:09
  is
• 16:09
  really
• 16:10
  merge
• 16:10
  these
• 16:10
  channels
• 16:11
  and
• 16:11
  build
• 16:12
  a
• 16:12
  clear
• 16:12
  line
• 16:12
  how
• 16:13
  product
• 16:13
  needs
• 16:13
  to
• 16:13
  flow
• 16:14
  through
• 16:14
  this
• 16:14
  disease.
• 16:16
  Got
• 16:16
  it.
• 16:16
  So
• 16:16
  that's
• 16:16
  interesting.
• 16:17
  So
• 16:17
  then,
• 16:17
  so
• 16:18
  is
• 16:18
  this
• 16:18
  an
• 16:18
  approach
• 16:18
  you'd
• 16:18
  advise
• 16:19
  everyone
• 16:19
  to
• 16:19
  take
• 16:19
  then?
• 16:20
  So
• 16:20
  like
• 16:20
  should
• 16:20
  everyone
• 16:21
  just
• 16:21
  ship
• 16:21
  their
• 16:22
  their
• 16:22
  store
• 16:22
  returns
• 16:23
  and
• 16:23
  back
• 16:24
  to
• 16:24
  the
• 16:24
  same
• 16:24
  place
• 16:24
  that
• 16:24
  their
• 16:25
  E
• 16:25
  commerce
• 16:25
  returns
• 16:25
  are
• 16:26
  coming
• 16:26
  as
• 16:26
  well?
• 16:26
  Like
• 16:27
  is
• 16:27
  that
• 16:27
  just
• 16:27
  a
• 16:27
  general
• 16:28
  good
• 16:28
  approach?
• 16:29
  Because
• 16:29
  it
• 16:29
  sounds
• 16:30
  like
• 16:30
  channel
• 16:30
  agnostic
• 16:31
  like
• 16:31
  what
• 16:31
  you're
• 16:31
  espousing.
• 16:33
  Like
• 16:33
  what
• 16:33
  am
• 16:33
  I
• 16:33
  missing?
• 16:34
  Or
• 16:34
  is
• 16:34
  that
• 16:34
  what
• 16:34
  you
• 16:35
  would
• 16:35
  say.
• 16:36
  I
• 16:36
  mean,
• 16:36
  I
• 16:36
  think
• 16:36
  obviously
• 16:37
  depends
• 16:37
  at
• 16:37
  which
• 16:38
  stage
• 16:38
  you
• 16:38
  are
• 16:39
  as
• 16:39
  a
• 16:39
  company
• 16:39
  and
• 16:39
  what,
• 16:40
  what
• 16:40
  kind
• 16:40
  of
• 16:41
  profit
• 16:41
  or
• 16:41
  revenues
• 16:42
  you're
• 16:42
  making.
• 16:42
  But
• 16:43
  I
• 16:43
  do,
• 16:43
  I,
• 16:43
  I
• 16:44
  would
• 16:44
  recommend
• 16:44
  any,
• 16:45
  any
• 16:45
  big
• 16:46
  enough,
• 16:46
  a
• 16:46
  big
• 16:47
  enough
• 16:47
  retailer
• 16:48
  to
• 16:48
  take
• 16:48
  this
• 16:48
  into
• 16:49
  consideration.
• 16:49
  There
• 16:50
  might
• 16:50
  be
• 16:50
  other
• 16:50
  reasons
• 16:51
  based
• 16:51
  on
• 16:51
  historical
• 16:52
  things
• 16:52
  or
• 16:53
  whatever
• 16:53
  that
• 16:53
  this
• 16:53
  will
• 16:54
  not
• 16:54
  work.
• 16:54
  But,
• 16:55
  but
• 16:55
  I
• 16:55
  think
• 16:55
  there
• 16:55
  is
• 16:56
  really
• 16:56
  a
• 16:56
  good
• 16:56
  chance
• 16:57
  to
• 16:57
  make
• 16:57
  this
• 16:57
  work
• 16:58
  for
• 16:58
  anybody
• 16:58
  who
• 16:58
  really
• 16:59
  has
• 16:59
  the
• 16:59
  power
• 17:00
  and
• 17:00
  capabilities
• 17:01
  to
• 17:01
  take
• 17:01
  a
• 17:01
  look
• 17:01
  at.
• 17:01
  Because
• 17:02
  supply
• 17:03
  chain
• 17:03
  used
• 17:03
  to
• 17:04
  be
• 17:04
  a
• 17:04
  cost,
• 17:04
  you
• 17:04
  know,
• 17:05
  in
• 17:05
  this
• 17:05
  environment,
• 17:05
  very
• 17:06
  often
• 17:06
  distribution
• 17:06
  centers.
• 17:07
  But
• 17:07
  I
• 17:07
  think
• 17:07
  if
• 17:07
  you
• 17:08
  look
• 17:08
  at
• 17:08
  the
• 17:08
  biggest
• 17:08
  brands
• 17:09
  in
• 17:09
  the
• 17:09
  world,
• 17:09
  I
• 17:09
  mean,
• 17:10
  look
• 17:10
  at
• 17:10
  Inditex,
• 17:11
  look
• 17:11
  at
• 17:11
  even
• 17:11
  Amazon
• 17:12
  in
• 17:12
  this
• 17:12
  case.
• 17:13
  Supply
• 17:13
  chain
• 17:13
  is
• 17:13
  an
• 17:14
  asset
• 17:14
  there.
• 17:14
  And
• 17:14
  the
• 17:14
  reason
• 17:15
  why
• 17:15
  it's
• 17:15
  an
• 17:15
  asset,
• 17:16
  because
• 17:16
  they
• 17:16
  are
• 17:16
  dealing
• 17:17
  with
• 17:17
  it.
• 17:17
  They
• 17:17
  want
• 17:18
  to
• 17:18
  have
• 17:18
  it
• 17:18
  in
• 17:18
  their
• 17:18
  hands
• 17:18
  and
• 17:19
  making
• 17:19
  sure,
• 17:19
  hey,
• 17:20
  I
• 17:20
  can
• 17:20
  utilize
• 17:21
  in
• 17:21
  the
• 17:21
  best
• 17:21
  possible
• 17:22
  way.
• 17:22
  And
• 17:22
  we
• 17:22
  are
• 17:22
  trying
• 17:23
  to
• 17:23
  give
• 17:23
  them
• 17:23
  solutions
• 17:24
  which,
• 17:25
  which
• 17:25
  provide
• 17:26
  what
• 17:26
  we
• 17:26
  call
• 17:26
  really
• 17:26
  true
• 17:27
  flexibility
• 17:28
  where
• 17:28
  they
• 17:28
  can
• 17:28
  choose,
• 17:29
  hey,
• 17:29
  how
• 17:29
  do
• 17:29
  I
• 17:29
  need
• 17:29
  to
• 17:29
  process
• 17:30
  my
• 17:30
  orders?
• 17:31
  What
• 17:31
  is
• 17:31
  the
• 17:31
  responsiveness
• 17:32
  I
• 17:32
  need?
• 17:32
  What
• 17:33
  are
• 17:33
  urgent
• 17:33
  orders?
• 17:34
  When
• 17:34
  do
• 17:34
  I
• 17:34
  process
• 17:35
  what
• 17:35
  to
• 17:35
  make
• 17:35
  assure
• 17:36
  the
• 17:36
  business
• 17:37
  really
• 17:37
  gets,
• 17:37
  gets
• 17:38
  out
• 17:38
  of
• 17:38
  this
• 17:39
  what
• 17:39
  they
• 17:39
  need.
• 17:40
  I'm
• 17:41
  wondering
• 17:41
  as
• 17:42
  fashion
• 17:43
  and
• 17:43
  apparel
• 17:44
  retailers
• 17:44
  specifically
• 17:45
  are
• 17:46
  using
• 17:46
  tools
• 17:47
  to
• 17:47
  help
• 17:48
  produce
• 17:48
  and
• 17:49
  get
• 17:49
  garments
• 17:50
  from
• 17:50
  concept
• 17:51
  phase
• 17:51
  to
• 17:52
  roll
• 17:53
  out.
• 17:53
  And
• 17:53
  now
• 17:54
  some,
• 17:54
  some
• 17:54
  are,
• 17:54
  some
• 17:55
  companies,
• 17:55
  Walmart
• 17:55
  just,
• 17:56
  they're
• 17:56
  doing
• 17:56
  this
• 17:57
  in
• 17:57
  like
• 17:57
  6
• 17:57
  to
• 17:57
  12
• 17:58
  weeks.
• 18:00
  How,
• 18:00
  how
• 18:00
  is
• 18:01
  that
• 18:01
  changing
• 18:02
  how
• 18:02
  retailers
• 18:03
  need
• 18:03
  to
• 18:03
  be
• 18:03
  thinking
• 18:03
  about
• 18:03
  returns
• 18:04
  and
• 18:04
  processing
• 18:05
  the,
• 18:06
  the
• 18:06
  existing
• 18:07
  product
• 18:07
  that
• 18:08
  they
• 18:08
  have,
• 18:08
  you
• 18:09
  know,
• 18:09
  on
• 18:09
  their
• 18:09
  website,
• 18:10
  in
• 18:10
  their
• 18:10
  stores
• 18:10
  and
• 18:11
  that
• 18:11
  they're
• 18:11
  trying
• 18:11
  to
• 18:11
  get
• 18:12
  through.
• 18:12
  Is,
• 18:13
  is
• 18:13
  it.
• 18:13
  Are
• 18:13
  you
• 18:14
  seeing
• 18:14
  more
• 18:14
  retailers
• 18:15
  kind
• 18:15
  of
• 18:15
  move
• 18:15
  towards
• 18:16
  an
• 18:16
  investment
• 18:17
  in
• 18:17
  a
• 18:18
  faster
• 18:18
  and
• 18:18
  more
• 18:19
  responsive
• 18:21
  back
• 18:21
  or
• 18:22
  processing
• 18:23
  center
• 18:23
  for
• 18:24
  these
• 18:24
  returns?
• 18:25
  Because
• 18:25
  they've
• 18:25
  got
• 18:25
  product
• 18:26
  that
• 18:26
  seems
• 18:26
  to
• 18:26
  be
• 18:26
  coming
• 18:27
  out
• 18:27
  at
• 18:27
  a
• 18:27
  much
• 18:28
  higher
• 18:28
  frequency
• 18:29
  these
• 18:29
  days.
• 18:31
  I
• 18:31
  mean,
• 18:32
  look,
• 18:32
  one
• 18:32
  of
• 18:33
  our
• 18:33
  customers
• 18:33
  is
• 18:34
  Inditex
• 18:34
  already
• 18:35
  since
• 18:35
  more
• 18:35
  than
• 18:35
  20
• 18:36
  years.
• 18:36
  And
• 18:36
  I
• 18:36
  think
• 18:36
  they
• 18:37
  are
• 18:37
  the
• 18:37
  champions
• 18:37
  in
• 18:38
  terms
• 18:38
  of
• 18:38
  fast
• 18:39
  fashion,
• 18:39
  if
• 18:39
  you
• 18:39
  look
• 18:39
  at
• 18:39
  it
• 18:40
  so.
• 18:40
  Right.
• 18:41
  But
• 18:42
  if
• 18:42
  you
• 18:42
  would
• 18:42
  ask
• 18:42
  Index,
• 18:43
  I
• 18:43
  mean,
• 18:43
  the
• 18:44
  supply
• 18:44
  chain
• 18:44
  is
• 18:44
  a
• 18:45
  massive
• 18:45
  asset
• 18:45
  for
• 18:46
  them.
• 18:46
  They
• 18:46
  look
• 18:46
  at
• 18:46
  it
• 18:46
  as
• 18:47
  an
• 18:47
  asset.
• 18:47
  They
• 18:47
  don't
• 18:47
  look
• 18:48
  at
• 18:48
  it
• 18:48
  as
• 18:48
  a
• 18:48
  cost.
• 18:48
  And
• 18:49
  I
• 18:49
  think
• 18:49
  that's
• 18:49
  a
• 18:50
  transition
• 18:50
  which
• 18:50
  is
• 18:50
  already
• 18:51
  quite
• 18:51
  far,
• 18:51
  to
• 18:51
  be
• 18:52
  honest,
• 18:52
  in
• 18:52
  this,
• 18:52
  in
• 18:52
  this
• 18:53
  fashion
• 18:53
  retail
• 18:53
  environment.
• 18:54
  But
• 18:54
  I
• 18:55
  think,
• 18:55
  for
• 18:55
  example,
• 18:55
  Index
• 18:56
  recognized
• 18:56
  that
• 18:56
  all
• 18:57
  the
• 18:57
  years
• 18:57
  ago,
• 18:57
  supply
• 18:58
  chain
• 18:58
  is
• 18:58
  a
• 18:58
  critical
• 18:59
  asset
• 19:00
  to
• 19:00
  make
• 19:00
  sure
• 19:00
  that
• 19:00
  this
• 19:01
  is,
• 19:01
  that
• 19:01
  this
• 19:01
  is
• 19:01
  possible.
• 19:02
  Because
• 19:02
  if
• 19:02
  you
• 19:02
  can
• 19:03
  design,
• 19:03
  develop
• 19:04
  and
• 19:04
  build
• 19:05
  the
• 19:05
  clothes,
• 19:05
  you
• 19:06
  need
• 19:06
  to
• 19:06
  make
• 19:06
  sure
• 19:06
  to
• 19:07
  be
• 19:07
  able
• 19:07
  to
• 19:07
  be
• 19:07
  as
• 19:08
  fast
• 19:08
  in
• 19:08
  in
• 19:08
  getting
• 19:08
  them
• 19:09
  at
• 19:09
  the
• 19:09
  right
• 19:09
  place,
• 19:09
  you
• 19:09
  know,
• 19:10
  at
• 19:10
  the
• 19:10
  right
• 19:10
  time
• 19:10
  and
• 19:11
  then,
• 19:11
  and
• 19:11
  that's
• 19:12
  a
• 19:12
  crucial
• 19:12
  thing.
• 19:12
  So
• 19:12
  I
• 19:12
  do
• 19:12
  believe
• 19:13
  that
• 19:13
  the
• 19:13
  investments
• 19:14
  there
• 19:14
  will
• 19:14
  need
• 19:14
  to
• 19:14
  happen
• 19:15
  and
• 19:16
  then
• 19:16
  there
• 19:16
  are
• 19:16
  different
• 19:16
  ways
• 19:17
  you
• 19:17
  can
• 19:17
  run
• 19:17
  in
• 19:17
  a
• 19:18
  more
• 19:18
  or
• 19:18
  less
• 19:18
  automated
• 19:19
  way.
• 19:19
  So
• 19:19
  I'm
• 19:19
  not,
• 19:19
  I'm
• 19:20
  not
• 19:20
  saying
• 19:20
  that
• 19:20
  it's
• 19:21
  really
• 19:21
  just
• 19:21
  fully
• 19:22
  automation
• 19:22
  and
• 19:22
  hundreds
• 19:23
  of
• 19:23
  millions
• 19:23
  of,
• 19:24
  there
• 19:25
  are
• 19:25
  different
• 19:25
  steps
• 19:25
  you
• 19:26
  can
• 19:26
  take
• 19:26
  from
• 19:26
  lower
• 19:26
  investment
• 19:27
  and
• 19:27
  scale
• 19:27
  these
• 19:28
  things
• 19:28
  up
• 19:28
  as
• 19:28
  they,
• 19:29
  as
• 19:29
  they
• 19:29
  grow.
• 19:29
  And
• 19:29
  I
• 19:29
  don't
• 19:30
  think
• 19:30
  it's,
• 19:31
  it's
• 19:31
  a
• 19:31
  one
• 19:31
  shot
• 19:32
  thing.
• 19:32
  You
• 19:32
  know,
• 19:32
  I
• 19:32
  think
• 19:33
  we
• 19:33
  look
• 19:33
  at
• 19:33
  it
• 19:33
  like,
• 19:34
  hey,
• 19:34
  let's
• 19:34
  make
• 19:34
  a
• 19:35
  step
• 19:35
  which
• 19:35
  enables
• 19:36
  you
• 19:36
  to
• 19:36
  do
• 19:36
  that
• 19:36
  and
• 19:37
  really
• 19:37
  creates
• 19:38
  a
• 19:38
  backbone
• 19:38
  and
• 19:38
  then
• 19:38
  let
• 19:39
  this
• 19:39
  backbone
• 19:39
  grow
• 19:40
  as
• 19:40
  your
• 19:40
  business
• 19:40
  grows.
• 19:41
  In
• 19:41
  the
• 19:41
  end,
• 19:41
  what
• 19:42
  are
• 19:42
  some
• 19:42
  of
• 19:42
  the
• 19:42
  outcomes
• 19:43
  that
• 19:43
  some
• 19:44
  of
• 19:44
  these
• 19:44
  retailers
• 19:44
  are
• 19:45
  seeing
• 19:45
  once
• 19:45
  they
• 19:45
  have
• 19:46
  automation
• 19:46
  in
• 19:47
  play?
• 19:48
  Where
• 19:48
  are
• 19:48
  the
• 19:49
  areas
• 19:49
  that
• 19:50
  they're
• 19:50
  able
• 19:50
  to
• 19:50
  deploy
• 19:51
  that?
• 19:51
  And
• 19:51
  then
• 19:52
  what,
• 19:52
  what
• 19:52
  are
• 19:52
  some
• 19:52
  of
• 19:53
  the
• 19:53
  results
• 19:53
  that
• 19:53
  they've
• 19:54
  seen?
• 19:56
  I
• 19:56
  think
• 19:56
  the
• 19:56
  results,
• 19:57
  I
• 19:57
  mean
• 19:58
  starting
• 19:58
  with
• 19:58
  the
• 19:58
  cost
• 19:59
  thing
• 19:59
  of
• 19:59
  it,
• 19:59
  if
• 20:00
  you
• 20:00
  look
• 20:00
  at
• 20:00
  the
• 20:00
  cost
• 20:00
  per
• 20:01
  piece
• 20:01
  because
• 20:01
  that's,
• 20:02
  I
• 20:02
  would
• 20:02
  say
• 20:02
  that's
• 20:02
  the
• 20:03
  most
• 20:03
  important
• 20:03
  metric
• 20:04
  for
• 20:04
  most
• 20:04
  of
• 20:04
  them.
• 20:05
  They
• 20:05
  cut
• 20:05
  it
• 20:06
  nearly
• 20:06
  by
• 20:06
  half
• 20:07
  by
• 20:07
  doing
• 20:07
  that.
• 20:07
  And
• 20:08
  really
• 20:08
  it
• 20:08
  comes
• 20:08
  together
• 20:09
  to
• 20:09
  lifting
• 20:09
  the
• 20:09
  digitalization
• 20:10
  of
• 20:10
  a
• 20:10
  seamless
• 20:11
  process
• 20:11
  flow.
• 20:12
  Second
• 20:12
  thing
• 20:12
  is
• 20:12
  the
• 20:13
  footprint
• 20:13
  which
• 20:13
  they
• 20:14
  need
• 20:14
  in
• 20:14
  terms
• 20:14
  of
• 20:14
  square
• 20:15
  feet
• 20:15
  is,
• 20:16
  is
• 20:16
  much
• 20:16
  less,
• 20:17
  but
• 20:17
  also
• 20:17
  very
• 20:18
  important.
• 20:18
  It's
• 20:19
  when
• 20:19
  you
• 20:19
  see
• 20:19
  people
• 20:20
  working
• 20:20
  in
• 20:20
  these
• 20:21
  distribution
• 20:21
  centers,
• 20:22
  it's
• 20:22
  a
• 20:22
  completely
• 20:23
  different
• 20:23
  environment.
• 20:24
  And
• 20:24
  I
• 20:24
  mean,
• 20:24
  I'm
• 20:24
  going
• 20:24
  to
• 20:24
  show
• 20:24
  you
• 20:25
  an
• 20:25
  example.
• 20:25
  We
• 20:25
  talked
• 20:25
  about
• 20:26
  outfitters.
• 20:27
  When
• 20:27
  Urban
• 20:27
  Outfitters
• 20:28
  opened
• 20:28
  up
• 20:28
  the
• 20:28
  dc,
• 20:29
  I
• 20:29
  talked
• 20:29
  to
• 20:29
  their
• 20:30
  senior
• 20:30
  director
• 20:31
  of
• 20:31
  fulfillment
• 20:32
  and,
• 20:32
  and,
• 20:32
  and
• 20:32
  she
• 20:32
  told
• 20:33
  me,
• 20:33
  you
• 20:33
  know,
• 20:33
  I
• 20:34
  used
• 20:34
  to
• 20:34
  work
• 20:34
  at
• 20:34
  a
• 20:35
  lot
• 20:35
  of
• 20:35
  companies
• 20:35
  and
• 20:35
  I
• 20:36
  want,
• 20:36
  when,
• 20:36
  when
• 20:36
  I
• 20:37
  tried
• 20:37
  to
• 20:37
  hire
• 20:37
  people,
• 20:38
  it
• 20:38
  took
• 20:38
  me
• 20:39
  quite
• 20:39
  a
• 20:39
  long
• 20:39
  time
• 20:39
  to
• 20:39
  get
• 20:40
  them
• 20:40
  in,
• 20:40
  you
• 20:40
  know.
• 20:41
  And
• 20:41
  now
• 20:41
  with
• 20:41
  your
• 20:42
  solutions
• 20:42
  and
• 20:42
  automation
• 20:43
  you
• 20:43
  have
• 20:43
  built
• 20:43
  in.
• 20:44
  I
• 20:44
  have
• 20:44
  a
• 20:44
  queue
• 20:44
  of
• 20:45
  people
• 20:45
  waiting
• 20:45
  outside
• 20:46
  of
• 20:46
  distribution
• 20:46
  center
• 20:47
  saying
• 20:47
  hey,
• 20:47
  I
• 20:47
  really
• 20:48
  want
• 20:48
  to
• 20:48
  work
• 20:48
  with
• 20:48
  there.
• 20:49
  Because
• 20:49
  it's
• 20:50
  a
• 20:50
  nice
• 20:50
  touch
• 20:50
  between
• 20:51
  human
• 20:51
  and
• 20:51
  technology.
• 20:52
  It's
• 20:52
  a
• 20:52
  good,
• 20:52
  it's
• 20:53
  a
• 20:53
  nice
• 20:53
  working
• 20:54
  environment.
• 20:54
  It's,
• 20:55
  it's,
• 20:55
  it's.
• 20:55
  And
• 20:55
  that,
• 20:56
  that,
• 20:56
  that
• 20:56
  makes
• 20:56
  a
• 20:57
  difference
• 20:57
  in
• 20:57
  my
• 20:57
  opinion
• 20:58
  also.
• 20:59
  Well,
• 20:59
  and
• 20:59
  how
• 20:59
  has
• 20:59
  this
• 21:00
  changed?
• 21:00
  Like
• 21:00
  the
• 21:01
  stores
• 21:01
  operations
• 21:02
  and
• 21:02
  like
• 21:02
  order
• 21:03
  flow
• 21:03
  and
• 21:03
  that
• 21:04
  kind
• 21:04
  of
• 21:04
  thing
• 21:04
  too.
• 21:04
  Because
• 21:04
  I
• 21:05
  imagine
• 21:05
  as
• 21:05
  a
• 21:06
  result
• 21:06
  of
• 21:06
  the
• 21:07
  people,
• 21:07
  the
• 21:08
  automation
• 21:08
  coming
• 21:09
  into
• 21:09
  play
• 21:09
  to
• 21:09
  support
• 21:10
  some
• 21:10
  of
• 21:10
  those
• 21:10
  more
• 21:10
  mundane
• 21:11
  tasks
• 21:11
  that
• 21:11
  people
• 21:12
  were
• 21:12
  doing.
• 21:12
  I
• 21:12
  imagine
• 21:13
  that
• 21:13
  the
• 21:13
  speed
• 21:14
  to
• 21:14
  get
• 21:14
  product
• 21:15
  back
• 21:15
  to
• 21:15
  market
• 21:16
  is
• 21:16
  also
• 21:16
  helping
• 21:17
  change,
• 21:17
  you
• 21:18
  know,
• 21:18
  how
• 21:18
  much
• 21:18
  Product
• 21:19
  needs
• 21:19
  to
• 21:19
  be
• 21:19
  made
• 21:19
  in
• 21:19
  the
• 21:20
  first
• 21:20
  place.
• 21:20
  Perhaps.
• 21:22
  Definitely.
• 21:23
  I
• 21:23
  think
• 21:23
  exactly.
• 21:24
  It
• 21:24
  helps
• 21:24
  that
• 21:24
  it
• 21:25
  helps
• 21:25
  you
• 21:25
  to
• 21:25
  keep
• 21:26
  as
• 21:26
  less
• 21:26
  inventory
• 21:27
  as
• 21:27
  possible
• 21:27
  because
• 21:28
  if
• 21:28
  you
• 21:28
  run
• 21:28
  multiple
• 21:29
  distribution
• 21:29
  centers,
• 21:30
  you
• 21:30
  will
• 21:30
  need
• 21:30
  a
• 21:30
  lot
• 21:30
  of
• 21:31
  inventory
• 21:31
  stored
• 21:31
  everywhere.
• 21:32
  And
• 21:32
  it's
• 21:32
  quite
• 21:32
  tricky
• 21:33
  to
• 21:33
  keep
• 21:33
  it,
• 21:33
  to
• 21:33
  keep
• 21:34
  it
• 21:34
  accurate.
• 21:34
  So
• 21:34
  I
• 21:34
  think
• 21:35
  that's
• 21:35
  a
• 21:35
  cost
• 21:35
  on
• 21:35
  it.
• 21:36
  And
• 21:36
  I
• 21:36
  think
• 21:37
  it's
• 21:37
  really
• 21:37
  this
• 21:37
  responsiveness
• 21:38
  thing
• 21:38
  which
• 21:39
  allows
• 21:39
  you
• 21:39
  to
• 21:39
  make
• 21:40
  sure
• 21:40
  you
• 21:40
  have
• 21:40
  the
• 21:40
  right
• 21:41
  inventory
• 21:41
  in
• 21:41
  stores,
• 21:42
  you
• 21:42
  have
• 21:42
  the
• 21:42
  right
• 21:42
  inventory
• 21:43
  in
• 21:43
  your
• 21:43
  distribution
• 21:44
  centers,
• 21:45
  and
• 21:45
  that's
• 21:45
  how
• 21:45
  you
• 21:45
  can
• 21:46
  best
• 21:46
  serve
• 21:46
  your
• 21:46
  customers
• 21:47
  in
• 21:47
  the
• 21:47
  best
• 21:47
  possible
• 21:48
  way.
• 21:48
  For
• 21:48
  in
• 21:49
  the
• 21:49
  end,
• 21:49
  the
• 21:49
  best
• 21:49
  possible
• 21:50
  costs.
• 21:51
  Yeah,
• 21:51
  goes
• 21:52
  back
• 21:52
  to,
• 21:52
  it
• 21:52
  goes
• 21:53
  back
• 21:53
  to
• 21:53
  what
• 21:53
  kind
• 21:53
  of
• 21:53
  said
• 21:53
  before
• 21:54
  to
• 21:54
  discrete
• 21:54
  ordering
• 21:55
  versus
• 21:55
  batching
• 21:55
  or
• 21:56
  the
• 21:56
  ferry
• 21:56
  versus
• 21:57
  the
• 21:57
  car
• 21:57
  analogy
• 21:57
  as
• 21:58
  well,
• 21:58
  you.
• 21:58
  Know,
• 21:59
  and
• 22:00
  maybe
• 22:00
  just
• 22:00
  to
• 22:00
  add
• 22:00
  on
• 22:01
  that,
• 22:01
  I
• 22:01
  mean
• 22:01
  this,
• 22:01
  this,
• 22:02
  this
• 22:02
  ferry
• 22:03
  versus
• 22:03
  bridge
• 22:03
  thing
• 22:04
  is
• 22:04
  the
• 22:05
  bridge
• 22:05
  thing.
• 22:05
  The
• 22:05
  main
• 22:06
  driver
• 22:06
  for
• 22:06
  that
• 22:06
  is
• 22:07
  really
• 22:07
  the
• 22:07
  unpredictability
• 22:08
  of
• 22:08
  it.
• 22:08
  And
• 22:08
  we,
• 22:09
  we
• 22:09
  saw
• 22:09
  that,
• 22:09
  you
• 22:09
  know,
• 22:09
  we
• 22:10
  had
• 22:10
  customers
• 22:11
  who
• 22:11
  built
• 22:12
  solutions
• 22:12
  like
• 22:13
  I
• 22:13
  was
• 22:13
  talking
• 22:13
  about,
• 22:13
  you
• 22:14
  know,
• 22:14
  and
• 22:14
  during
• 22:14
  Corona
• 22:15
  they
• 22:15
  were
• 22:15
  built
• 22:15
  to
• 22:15
  do
• 22:16
  80
• 22:16
  or
• 22:16
  90%
• 22:17
  of
• 22:17
  their
• 22:17
  business
• 22:18
  in
• 22:18
  retail
• 22:19
  via
• 22:19
  stores,
• 22:19
  you
• 22:20
  10%
• 22:21
  via
• 22:21
  e
• 22:21
  commerce.
• 22:22
  But
• 22:22
  they
• 22:22
  had
• 22:23
  these
• 22:23
  solutions
• 22:23
  in
• 22:23
  place,
• 22:24
  you
• 22:24
  know,
• 22:24
  and
• 22:24
  during
• 22:24
  Corona
• 22:25
  it
• 22:26
  switched
• 22:26
  completely.
• 22:27
  And
• 22:27
  these
• 22:27
  solutions
• 22:28
  were
• 22:28
  just
• 22:28
  processing
• 22:29
  E
• 22:29
  commerce
• 22:29
  for
• 22:29
  them,
• 22:29
  you
• 22:29
  know,
• 22:30
  and
• 22:30
  they
• 22:30
  actually,
• 22:30
  we
• 22:31
  had
• 22:31
  funny
• 22:31
  conversation
• 22:32
  because
• 22:32
  luckily
• 22:32
  we
• 22:33
  bought
• 22:33
  it
• 22:33
  and,
• 22:33
  and
• 22:33
  established
• 22:34
  it
• 22:34
  because
• 22:35
  they
• 22:35
  didn't
• 22:35
  care
• 22:36
  if
• 22:36
  it's
• 22:36
  retail
• 22:36
  or
• 22:36
  E
• 22:37
  Commerce
• 22:37
  because
• 22:37
  it
• 22:37
  was,
• 22:38
  they
• 22:38
  were
• 22:38
  possible
• 22:38
  to
• 22:39
  process
• 22:39
  any
• 22:39
  of
• 22:39
  it.
• 22:40
  Right,
• 22:41
  right,
• 22:41
  right.
• 22:41
  Yeah,
• 22:41
  yeah.
• 22:42
  Bridge.
• 22:42
  Bridge
• 22:42
  versus
• 22:43
  a
• 22:43
  fairy.
• 22:44
  Yeah.
• 22:44
  I
• 22:44
  mean
• 22:44
  the
• 22:44
  other
• 22:44
  point
• 22:45
  too
• 22:45
  that
• 22:45
  I'd
• 22:45
  make
• 22:45
  here,
• 22:46
  you
• 22:46
  know,
• 22:46
  from
• 22:46
  what
• 22:46
  I'm
• 22:47
  taking
• 22:47
  away
• 22:47
  from
• 22:47
  you,
• 22:48
  is
• 22:48
  this
• 22:48
  isn't
• 22:49
  a
• 22:49
  hard
• 22:49
  thing
• 22:49
  to
• 22:49
  try
• 22:50
  either.
• 22:50
  Like
• 22:50
  you
• 22:51
  could
• 22:51
  just,
• 22:51
  like
• 22:51
  you
• 22:51
  said,
• 22:52
  you
• 22:52
  just
• 22:52
  take
• 22:52
  a
• 22:52
  section
• 22:53
  of
• 22:53
  the
• 22:53
  warehouse
• 22:54
  and
• 22:55
  automation
• 22:55
  is
• 22:55
  really
• 22:56
  the,
• 22:57
  the
• 22:57
  first
• 22:57
  way
• 22:57
  you
• 22:57
  hit
• 22:57
  automation
• 22:58
  is
• 22:58
  probably
• 22:58
  through
• 22:58
  software
• 22:59
  on
• 22:59
  this,
• 22:59
  right?
• 22:59
  The
• 22:59
  goods
• 23:00
  are
• 23:00
  coming
• 23:00
  in
• 23:00
  the
• 23:00
  building,
• 23:00
  you
• 23:01
  have
• 23:01
  the
• 23:01
  software
• 23:01
  that
• 23:01
  helps
• 23:01
  you
• 23:01
  decide
• 23:02
  where
• 23:02
  to
• 23:02
  put
• 23:02
  them.
• 23:02
  Then
• 23:03
  you
• 23:03
  can
• 23:03
  get
• 23:03
  fancier
• 23:03
  with
• 23:03
  the
• 23:03
  automation.
• 23:04
  But
• 23:05
  then
• 23:05
  the
• 23:05
  day
• 23:05
  you're
• 23:05
  just
• 23:05
  taking
• 23:05
  a
• 23:06
  piece
• 23:06
  of
• 23:06
  the
• 23:06
  warehouse,
• 23:06
  you're
• 23:06
  putting
• 23:07
  whatever
• 23:07
  human
• 23:07
  labor
• 23:08
  you
• 23:08
  need
• 23:08
  to
• 23:08
  till
• 23:08
  you
• 23:08
  understand
• 23:09
  the
• 23:09
  actual
• 23:10
  puts
• 23:10
  and
• 23:10
  takes
• 23:10
  with
• 23:11
  even
• 23:11
  greater
• 23:12
  forms
• 23:12
  of
• 23:12
  automation.
• 23:13
  And
• 23:13
  you
• 23:13
  just
• 23:13
  start
• 23:13
  doing
• 23:14
  it
• 23:14
  this
• 23:14
  way
• 23:14
  and
• 23:14
  you
• 23:14
  start
• 23:15
  to
• 23:15
  learn
• 23:15
  the
• 23:15
  value
• 23:16
  and
• 23:17
  the,
• 23:17
  the
• 23:17
  value
• 23:18
  that
• 23:18
  can
• 23:18
  be
• 23:18
  gained
• 23:19
  from
• 23:19
  the
• 23:19
  approach.
• 23:21
  Is
• 23:21
  that
• 23:21
  right
• 23:21
  in
• 23:22
  closing
• 23:22
  stipe
• 23:22
  or
• 23:23
  is
• 23:23
  there
• 23:23
  anything
• 23:23
  you'd
• 23:23
  add
• 23:24
  here
• 23:24
  in
• 23:24
  terms
• 23:25
  of,
• 23:25
  you
• 23:25
  know,
• 23:25
  what
• 23:26
  you
• 23:26
  want
• 23:26
  people
• 23:26
  to
• 23:26
  finally
• 23:27
  take
• 23:27
  away
• 23:27
  from
• 23:27
  this
• 23:28
  discussion?
• 23:29
  I
• 23:29
  think,
• 23:29
  I
• 23:29
  think
• 23:30
  you're
• 23:30
  absolutely
• 23:30
  Right.
• 23:31
  Very
• 23:31
  often
• 23:31
  people
• 23:31
  think
• 23:32
  about
• 23:32
  it,
• 23:32
  hey,
• 23:32
  it's
• 23:33
  a
• 23:33
  massive,
• 23:33
  massive
• 23:34
  investment
• 23:34
  which
• 23:34
  you
• 23:35
  need
• 23:35
  to
• 23:35
  do
• 23:35
  to
• 23:35
  really
• 23:35
  get
• 23:36
  the
• 23:36
  journey
• 23:36
  started
• 23:37
  right.
• 23:37
  I
• 23:37
  do
• 23:37
  believe,
• 23:37
  you
• 23:37
  know,
• 23:38
  you
• 23:38
  can
• 23:38
  start
• 23:38
  on
• 23:38
  a
• 23:39
  small
• 23:39
  scale
• 23:39
  and
• 23:39
  this
• 23:39
  system
• 23:40
  can
• 23:40
  grow
• 23:40
  as
• 23:40
  your
• 23:40
  business
• 23:41
  grows
• 23:41
  and
• 23:41
  as,
• 23:41
  as
• 23:42
  you
• 23:42
  learn.
• 23:42
  But
• 23:43
  what
• 23:43
  we
• 23:43
  definitely
• 23:44
  see
• 23:44
  when
• 23:44
  you,
• 23:44
  when
• 23:45
  you
• 23:45
  start
• 23:45
  with
• 23:45
  it,
• 23:46
  it
• 23:46
  grows
• 23:46
  extremely
• 23:47
  fast
• 23:47
  because
• 23:47
  you
• 23:48
  see
• 23:48
  the
• 23:48
  profitability
• 23:48
  of
• 23:49
  it
• 23:49
  and
• 23:49
  also
• 23:49
  you
• 23:49
  see
• 23:50
  how
• 23:50
  great
• 23:51
  it
• 23:51
  is
• 23:51
  for
• 23:51
  people
• 23:51
  to
• 23:52
  work
• 23:52
  with
• 23:52
  it
• 23:52
  in
• 23:52
  the
• 23:52
  end.
• 23:53
  And
• 23:53
  the
• 23:53
  last
• 23:53
  thing
• 23:54
  of
• 23:54
  advice,
• 23:54
  what
• 23:55
  I
• 23:55
  would
• 23:55
  recommend
• 23:55
  people,
• 23:56
  is
• 23:56
  really
• 23:56
  to
• 23:56
  take
• 23:57
  a
• 23:57
  holistic
• 23:57
  view
• 23:58
  on
• 23:58
  that.
• 23:58
  I
• 23:58
  think
• 23:58
  the
• 23:58
  biggest
• 23:59
  issue
• 23:59
  which
• 23:59
  we
• 24:00
  very
• 24:00
  often
• 24:00
  see
• 24:00
  is
• 24:01
  that
• 24:01
  we
• 24:01
  are
• 24:02
  chasing
• 24:02
  islands
• 24:02
  of
• 24:03
  automation.
• 24:03
  We
• 24:04
  want
• 24:04
  to
• 24:04
  create
• 24:04
  a
• 24:04
  great
• 24:05
  automation
• 24:05
  solution
• 24:06
  for
• 24:06
  returns
• 24:06
  and
• 24:06
  a
• 24:07
  great
• 24:07
  one
• 24:07
  for
• 24:07
  e
• 24:07
  commerce
• 24:08
  and
• 24:08
  a
• 24:08
  great
• 24:08
  one
• 24:08
  for,
• 24:08
  for
• 24:09
  retail.
• 24:09
  But,
• 24:10
  but
• 24:10
  it's
• 24:10
  really
• 24:10
  about
• 24:11
  being,
• 24:12
  being
• 24:12
  agnostic
• 24:13
  and
• 24:13
  making
• 24:14
  sure
• 24:14
  it's
• 24:14
  placed
• 24:14
  seamlessly
• 24:15
  together.
• 24:16
  That's,
• 24:16
  that's,
• 24:17
  that's
• 24:17
  much
• 24:17
  more
• 24:17
  important
• 24:18
  than
• 24:18
  to
• 24:18
  have
• 24:18
  the
• 24:18
  best
• 24:19
  possible
• 24:19
  automation
• 24:20
  in,
• 24:20
  in
• 24:21
  one
• 24:21
  segment.
• 24:21
  And
• 24:22
  I'm
• 24:22
  gonna
• 24:22
  share
• 24:22
  one
• 24:23
  insight
• 24:23
  with
• 24:23
  you.
• 24:23
  We,
• 24:23
  we
• 24:24
  are
• 24:24
  hosting
• 24:24
  some
• 24:24
  events
• 24:25
  and
• 24:25
  we
• 24:25
  had
• 24:26
  25
• 24:27
  VPC
• 24:28
  level
• 24:28
  senior
• 24:29
  directors
• 24:29
  of
• 24:30
  retailers
• 24:30
  in
• 24:30
  the
• 24:31
  room.
• 24:31
  And
• 24:31
  I
• 24:32
  asked
• 24:32
  a
• 24:32
  question,
• 24:32
  you
• 24:33
  know,
• 24:33
  and
• 24:33
  I
• 24:33
  asked
• 24:33
  the
• 24:33
  same
• 24:33
  question
• 24:34
  a
• 24:34
  couple
• 24:34
  of
• 24:34
  years
• 24:34
  ago.
• 24:35
  I
• 24:35
  asked
• 24:35
  if
• 24:35
  you
• 24:35
  could
• 24:35
  choose
• 24:36
  cutting
• 24:36
  ed
• 24:36
  technology
• 24:37
  versus
• 24:38
  seamless
• 24:38
  integration,
• 24:39
  what
• 24:39
  would
• 24:39
  you
• 24:40
  choose
• 24:40
  as
• 24:40
  of
• 24:40
  today?
• 24:41
  And
• 24:41
  finally,
• 24:42
  90%
• 24:43
  of
• 24:43
  them
• 24:43
  said,
• 24:44
  today
• 24:44
  it's
• 24:44
  seamless
• 24:45
  integration.
• 24:46
  Looking
• 24:47
  five,
• 24:47
  six
• 24:47
  years
• 24:48
  back,
• 24:48
  this
• 24:48
  was
• 24:49
  completely
• 24:49
  different
• 24:49
  because
• 24:50
  everybody
• 24:50
  was
• 24:50
  chasing
• 24:51
  cutting
• 24:51
  edge
• 24:52
  technology.
• 24:52
  But
• 24:52
  I
• 24:52
  think
• 24:53
  we,
• 24:53
  we
• 24:53
  all
• 24:53
  learned
• 24:54
  our
• 24:54
  lessons
• 24:54
  out
• 24:54
  of
• 24:55
  this.
• 24:55
  And
• 24:56
  really
• 24:56
  this
• 24:56
  holistic
• 24:56
  view
• 24:57
  and
• 24:57
  the
• 24:57
  seamless
• 24:57
  integration,
• 24:58
  the
• 24:58
  process,
• 24:59
  that's
• 24:59
  what,
• 24:59
  what.
• 25:00
  Makes
• 25:00
  a
• 25:00
  difference,
• 25:01
  that's
• 25:02
  a
• 25:02
  great
• 25:02
  nugget
• 25:02
  to
• 25:02
  end
• 25:03
  on
• 25:03
  because,
• 25:03
  yeah,
• 25:03
  back
• 25:03
  in
• 25:04
  the
• 25:04
  day,
• 25:04
  like
• 25:04
  the
• 25:04
  business
• 25:05
  model
• 25:05
  wasn't
• 25:05
  evolving
• 25:06
  to
• 25:06
  the
• 25:06
  degree
• 25:06
  it
• 25:07
  is.
• 25:07
  And
• 25:07
  so
• 25:07
  now
• 25:07
  you
• 25:08
  have
• 25:08
  to
• 25:09
  approach
• 25:09
  to
• 25:10
  be
• 25:10
  successful,
• 25:11
  which
• 25:11
  is
• 25:11
  why
• 25:11
  we
• 25:11
  have
• 25:12
  Omni
• 25:12
  in
• 25:12
  our
• 25:12
  name
• 25:13
  and
• 25:13
  we'll
• 25:13
  have
• 25:13
  Omni
• 25:14
  until
• 25:14
  the
• 25:14
  day
• 25:15
  at
• 25:15
  least
• 25:15
  I
• 25:16
  die.
• 25:16
  I
• 25:16
  don't
• 25:16
  know
• 25:16
  if
• 25:16
  Anne
• 25:17
  feels
• 25:17
  the
• 25:17
  same
• 25:17
  way,
• 25:17
  but
• 25:18
  at
• 25:18
  least
• 25:18
  the
• 25:18
  day
• 25:18
  until
• 25:19
  I
• 25:19
  die,
• 25:19
  despite
• 25:20
  how
• 25:20
  much
• 25:20
  grief
• 25:20
  we
• 25:21
  sometimes
• 25:21
  take
• 25:21
  for
• 25:21
  it.
• 25:22
  So
• 25:22
  that,
• 25:22
  that's
• 25:22
  a
• 25:22
  great
• 25:22
  point
• 25:23
  to
• 25:23
  end
• 25:23
  on.
• 25:23
  Thanks,
• 25:24
  Steve.
• 25:25
  Yes,
• 25:25
  thank
• 25:25
  you
• 25:26
  so
• 25:26
  much,
• 25:26
  CB
• 25:26
  for
• 25:27
  taking
• 25:27
  the
• 25:27
  time
• 25:27
  today.
• 25:28
  I
• 25:28
  imagine
• 25:28
  there'll
• 25:29
  be
• 25:29
  lots
• 25:29
  of
• 25:29
  folks
• 25:30
  who
• 25:30
  want
• 25:30
  to
• 25:30
  reach
• 25:31
  out
• 25:31
  after
• 25:31
  this
• 25:32
  to
• 25:32
  connect
• 25:33
  with
• 25:33
  you
• 25:33
  directly.
• 25:33
  What's
• 25:34
  the
• 25:34
  best
• 25:34
  way
• 25:34
  for
• 25:34
  them
• 25:35
  to
• 25:35
  do
• 25:35
  that?
• 25:36
  LinkedIn
• 25:37
  is
• 25:37
  the
• 25:37
  best
• 25:37
  place.
• 25:38
  I
• 25:38
  think
• 25:38
  that's
• 25:39
  where
• 25:39
  you
• 25:39
  can
• 25:39
  reach
• 25:39
  me.
• 25:41
  All
• 25:41
  right,
• 25:41
  yeah.
• 25:41
  If
• 25:41
  you're
• 25:42
  watching
• 25:42
  now,
• 25:42
  just
• 25:42
  shoot
• 25:43
  him
• 25:43
  a
• 25:43
  DM.
• 25:44
  Slide
• 25:44
  into
• 25:44
  his
• 25:44
  DMs.
• 25:45
  That's
• 25:45
  how
• 25:45
  the
• 25:45
  kids
• 25:45
  say
• 25:45
  it
• 25:46
  today.
• 25:46
  Right?
• 25:46
  And
• 25:46
  slide
• 25:46
  into
• 25:47
  Steve's
• 25:47
  dm.
• 25:48
  I
• 25:48
  wouldn't
• 25:48
  know.
• 25:48
  I
• 25:49
  wouldn't
• 25:49
  know.
• 25:50
  I
• 25:50
  have
• 25:50
  no
• 25:50
  idea
• 25:51
  that
• 25:51
  no
• 25:51
  one
• 25:51
  slides
• 25:52
  into
• 25:52
  my
• 25:52
  DMs
• 25:52
  and
• 25:53
  no
• 25:53
  one
• 25:53
  slides
• 25:53
  into
• 25:54
  my
• 25:54
  DMs.
• 25:54
  Yep.
• 25:55
  Just
• 25:55
  shoot
• 25:56
  Stephen
• 25:56
  a
• 25:56
  message
• 25:56
  on
• 25:57
  LinkedIn.
• 25:57
  So,
• 25:57
  thanks
• 25:57
  to
• 25:58
  Steve
• 25:58
  Golich
• 25:58
  of
• 25:59
  TGW
• 25:59
  for
• 26:00
  sitting
• 26:00
  down
• 26:00
  with
• 26:00
  us.
• 26:01
  And
• 26:01
  as
• 26:01
  always,
• 26:02
  on
• 26:02
  behalf
• 26:02
  of
• 26:02
  all
• 26:02
  of
• 26:03
  us
• 26:03
  at
• 26:03
  omnitalk
• 26:03
  retail
• 26:04
  to
• 26:04
  all
• 26:04
  of
• 26:04
  you
• 26:04
  listening
• 26:05
  live
• 26:05
  or.
• 26:06
  Or
• 26:06
  watching
• 26:07
  live,
• 26:07
  I
• 26:07
  should
• 26:07
  say,
• 26:08
  or
• 26:08
  listening
• 26:08
  later.
• 26:08
  As
• 26:09
  always,
• 26:09
  be
• 26:09
  careful
• 26:10
  out
• 26:10
  there.