Retailers find themselves grappling with a widening labor shortage, rising wages, high attrition rates, and the suddenly evident consequences of under-investment in training. They will need to empower store teams to efficiently manage an increasing volume, velocity and variety of store tasks, or their best laid plans will fall at the altar of execution. Importantly, they will want to redirect available frontline workforce to more customer-facing activities that help improve experience, build a stronger brand, and support business growth.
This playbook offers a structured framework, including 15 key capabilities to consider across 5 dimensions, to help retailers on what they must prioritize when devising their next-generation workforce management solution strategy.
As consumers continue to reshape their expectations,
enterprises must contend with a uniquely challenging landscape.
The consumer technology landscape is forever changing.
From Pinterest to TikTok, WeChat to Instagram, new experiences can rapidly gain consumer adoption and relevance.
From augmented reality to voice, smartwatches to chatbots, consumers are constantly embracing new interaction paradigms.
Commoditized convenience is eroding loyalty and margin.
Consumers expect convenience. If you can't deliver it, they'll go elsewhere - e.g. next day shipping becoming the new standard.
Walmart will reportedly lose USD 1 billion on eCommerce revenue of USD 21 billion this year as it faces challenges in its bid to complete against Amazon – from trouble integrating its DNVB acquisitions to impact on margin from its next-day delivery operations.
Consumers value experiences that are curated to fit their lives better.
They want to engage, be served, and transact at their time, their pace, their place. They have little patience, infinite choice and the freedom to swipe left at the slightest hint of friction.