워크포스 최적화와 태스크 자동화의 현대화가 소매업체에 요구

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.

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
• Synopsis