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Analyst Report

Workforce Experience Catches Up to the Human Experience

IDC explores how future-ready retailers are deploying digital workforce tools to engage and empower employees, thereby improving the customer experience.

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A great customer experience is dependent on a great employee experience

In an economic environment where labor is in short supply and turnover is higher than ever, retailers need to be attentive to the needs of their frontline workers. These employees want to be heard, feel part of a community at work, feel empowered with schedule and work assignment flexibility, and feel connected to each other and their employer. Encouraging retail employees to participate in a dialogue with team members and corporate leaders helps create a positive work culture, boost employee engagement, enhance the customer experience, and drive actionable insights that managers can use to support their people. 

In this report, Leslie Hand, Group Vice President, IDC Retail Insights, explores how retailers are embracing new technology, such as the modern UKG Talk collaboration and communication platform, to streamline store operations, improve communication and employee retention, and enhance the associate experience for higher customer satisfaction and lifetime loyalty. 

Read this report to learn how to:

  • Create an environment where people feel valued, heard, and part of an inclusive community
  • Connect and communicate with frontline employees seamlessly in the flow of daily work
  • Foster peer-to-peer and team collaboration and recognize people at key moments
  • Measure communication impact and effectiveness in real time to see what’s working

This informative report provides key insights into empowering the retail workforce for a great employee experience that strengthens business performance.