RedPrairie Thought Piece

Improving the Customer Experience through Enterprise Workforce Management

In today’s hyper-competitive, all-channel retail marketplace, retailers who can provide the best customer experience across all channels efficiently will dominate their markets – increasing revenue, profits and market share. Leading retailers realize that this takes the right people doing the right tasks at the right time across the enterprise. They understand the close link between customer experience and the people who provide it – their workforce – and how an enterprise approach to workforce management can give them a competitive edge while maximizing the return on their invested labor.

The challenge is that most retailers aren’t set up to sell the way consumers want to buy. Retailers have organized their operations and technology to support selling from siloed “channels.” This is a pre-internet, pre-smart phone legacy of the selling environment of 10-15 years ago when a store or catalog were the only options. Retailers could set those channels up as separate operations because the shopping experiences were disconnected. When internet commerce came along, they just added another channel with corresponding operations and technology in the interest of time to market.

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