Frictionless checkouts, Metaverse mall experiences, omnichannel shopping experiences, hyperpersonalization – are just the tip of the iceberg that is the Retail industry. With the customer persona evolving at warp speed, Retail companies need to find newer ways to engage with customers. On the other hand, how is the experience been for retail employees at the core? Hence, it is critical to understand the retail transformation underway, both from the customers’ and employees’ perspective.
The expectations from retail employees are evolving across skillsets and job roles, which is compelling store associates to learn newer ways of interaction, learn newer technology applications of Web 3.0, to name a few. On the flip side, their everyday tasks are being hampered by critical challenges such as a low real-time visibility, incorrect stock order updates, disconnect with management, improper workforce allocation, inadequate product and customer information, to name a few.
However, key technology use cases across the retail value chain are helping retailers to overcome challenges and enhance productivity. Some of the use cases include invoice processing automation, robotic stock scanning, workforce scheduling, product verification, shopping document automation, in-store inventory tracking, integrated database management, AR-based customer service, etc.
To enhance both customer and employee experience, hyperscalers as well as ISVs and Retail Tech start-ups are upping their focus on addressing these challenges. However, just 25% of ISVs are focusing on employee-centric solutions, highlighting a huge whitespace opportunity. So what can be done differently to ensure employee centricity isn’t lost when all the focus is on customer experience?
This Zinnov POV on ‘People-centric Retail: Transforming ‘People Experience in the Retail Industry‘, provides a snapshot of the Retail industry, with a focus on how customer-centricity goes hand in hand with employee-centricity, and how both of these can be enabled seamlessly, by leveraging technology. The POV also highlights the growing importance of putting both the customer and employee at the center of the retail experience, and how doing so can drive sales, increase loyalty, and ultimately lead to long-term success.