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Forces Affecting Retailers Call for Modernized Workforce Optimization and Task Automation

Publisher IDC
Published Jun 07, 2024
Length 6 Pages
SKU # IDC18850912

Description

Forces Affecting Retailers Call for Modernized Workforce Optimization and Task Automation


This IDC Perspective highlights the urgent need for technology strategies that attract and retain employees and that automate routine tasks to free up associates to provide better customer service. Retailers face challenges from uncertain macroeconomic conditions and high customer expectations, necessitating modernized workforce tools and task automation to improve efficiency and customer experience. Retailers are investing in mobile-first workforce engagement applications and tools, computer vision, ESLs, RFID, and robotics to meet these needs. AI will bring sweeping changes in business processes in the near term, and to use these tools well, retailers will need to invest in infrastructure to make data accessible for frontline workers and their customers. "We know from our research that employee experience directly impacts customer experience. Retailers are at a turning point — they must modernize workforce engagement and task automation or risk losing workers — and customers — to the competition," said Leslie Hand, group vice president, IDC Retail Insights.

Please Note: Extended description available upon request.

Table of Contents

6 Pages
Executive Snapshot
Situation Overview
Recent Data from IDC Proves That Workforce Experience Has a Direct Impact on Customer Experience
Workforce Engagement
Mobile-First Devices and Applications for Employee Self-Service, Training, and Community
Mobile Devices and Applications for Customer Experience
Task Automation
Computer Vision
RFID
Electronic Shelf Labels
Robotics
AI, GenAI, and Process Reinvention
Advice for the Technology Buyer
Workforce Engagement and Task Automation: Actions to Consider
Learn More
Related Research
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