This PSFK guide is an employee technology report on deploying tools and technologies to enhance workflows & drive superior CX.
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.
In this employee technology report, the PSFK research 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.
This employee technology report was developed by the same PSFK research department that since 2004 has provided trends-led innovation consulting advice to Apple, BMW, Facebook/Meta, Google, Microsoft, Samsung and Volkswagen.
US-based supermarket chain Hy-Vee partnered with communication and task performance technology Retail Zipline, which specializes in the consolidation of processes and procedures, conversation platforms, personal tasks, and messages within a single dashboard. Through partnership, Retail Zipline’s app helps the supermarket’s employees more easily understand what they need to do within their day-to-day job, as well as create a direct link between Hy-Vee’s CEO and all employees for more streamlined announcements, conversations and alerts.Salesforce rolls out Salesforce Field Service, machine learning products designed to assist field agents in streamlining tasks
Cloud based software company Salesforce is rolling out AI-powered products designed for field service workers. This new offering, Salesforce Field Service, consists of machine learning tools that provide appointment scheduling, optimization features, AI guidance, and automated customer communications. Through machine learning, Salesforce is able to provide contextual recommendations regarding parts that will need to be ordered based on past similar jobs, help field agents access relevant client or job-related information, and determine the best course of action based on previous interactions.Stitch Fix app uses proprietary algorithms and machine learning to generate optimized suggestions
To help their CX agents satisfy customer needs as they shop, online personal styling service Stitch Fix created a sidebar app that appears within each customer ticket window and helps to quickly surface client information and provide shortcuts to recommendations based on similar past client requests or needs. Powered by the brand’s proprietary algorithms and machine learning, the guided solution-providing sidebar app is able to learn from past client interactions and completed tickets to then recommend an action that is most likely to be client positive to the CX agent.