The future of retail is all about customers and the retailer’s ability to serve and inspire them. Customers today are more in control of the retail experience than ever. With the total freedom they’ve come to expect from the digital age, they demand anytime, anywhere service. And they expect the retailer’s workforce to be as mobile, agile, and informed as they are. They are more savvy and more fickle than ever, which means one bad experience and the brand can be abandoned.
This paper explores how today’s best-in-class retailers are using workforce management to optimise the customer experience, and drive a new level of business value and competitive success.