TECH BUYER Sep 2021 - IDC TechBrief - Doc # US48223221

IDC TechBrief: Workforce Optimization

By: Leslie HandGroup Vice President, IDC Retail and Financial Insights


This IDC TechBrief details workforce optimization in the retail industry. Workforce optimization refers to the broad ecosystem of staff-facing DX tools and solutions that empower the retail workforce to provide consistent and efficient day-to-day operations, communicate internally and with customers and fellow employees across channels, and acquire the knowledge they need to work within new business models and marketplace partnerships. While there is a significant workforce management implementation base in retail, 17.3% of retailers have relatively immature capabilities in this area.

Further, Leslie Hand, GVP, IDC Retail Insights, reports, "For the companies with advanced capabilities, the next step is automating task creation and assignments even more by leveraging AI-enabled insights to drive activities to improve financial metrics across all key KPIs, including employee productivity and retention, inventory availability and turns, and customer satisfaction and lifetime value."



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