This IDC Survey Spotlight Workforce and task management are part of the broad ecosystem of staff-facing DX tools and solutions that empower a workforce to provide consistent and efficient day-to-day operations, communicate internally and with customers across channels, and acquire the knowledge they need to work within new business models and marketplace partnerships. Pandemic-induced challenges — including forced store closures, uneven demand surges, capacity reductions, and operational health and safety constraints — put pressure on retailers to reduce costs and improve productivity across the board. In a recent survey, 26.8% of retailers cited improving employee productivity as a top priority, and those retailers that had a higher level of digital maturity saw direct positive impacts to their bottom line.
Leslie Hand, group vice president, IDC Retail Insights, asserts that “many retailers have recognized the need to invest in workforce and task management tools. But as the demands of store operations and omni-channel customer service become even more complex with the introduction of in-store customer support and added operational demands (due to greater velocity in omni-channel sales and fulfilment from store), the next generation of workforce and task management, communications, and AI-enabled automation and productivity will need to be implemented to meet the challenge.”