The average retailer is shy about investing in technology and training for its frontline workforce. Beyond the obvious implications this has on customer experience, the cost, productivity and conversion improvements that an enabled frontline offers should be equally as hard for retailers to ignore.
The rapid march in technology combined with a natural generational shift has resulted in a retail workforce that is highly adept technologically.
However, retailers struggle with high turnover, and are unable to engage and enable their frontline workforce to deliver on the promise of a great customer experience.
A great customer experience enhanced by the right culture, technology and training for the frontline workforce has been shown to have a significant business impact.
A ROBUST SURVEY OF QUALIFIED RETAIL EXECUTIVES IN USA AND EUROPE.
Incisiv conducted a quantitative and qualitative survey of 123 retail executives in the United States, United Kingdom, France and Germany.