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PSFK Report

Maximizing The Role Of The Frontline

In an effort to support frontline employees in an ever-changing retail landscape, companies are utilizing centralized tools and systems that streamline communication, guide day-to-day tasks and make key information like customer profiles and real-time inventory readily accessible. By integrating digital tools and key technologies into workstreams, companies are streamlining operations and creating new efficiencies, giving associates more time to focus on assisting customers with their individual needs. As omnichannel becomes consumers’ purchase path of choice, companies are also reimagining the roles of their sales staff, investing in sales platforms that empower associates to deliver personalized service and experiences to customers shopping from anywhere. By arming their associates with the tools to succeed, brands and retailers can stand out from a crowded field for more than just their product offerings. 

In this research report, the PSFK Labs team explores how organizations are super-charging their frontlines with the tools to simplify and automate tasks, improve communication, and drive enhanced customer experience. Within the trends and supporting examples, discover the technologies and key features to boost employee knowledge and capabilities, while also catering to consumer needs and elevated expectations of today.

Published May 2021