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Digitally Transforming the Retail Customer Experience Through Employee Experience

With disruption in the retail industry at an all-time high, retailers are looking to differentiate by providing customers with the best experience possible. Employees are the foundation of that strategy. However, to execute this strategy, retailers need to rethink how they hire, manage, and develop their workforces to deliver exceptional customer experiences. In this interactive session, you will learn key findings from research in workforce psychology that inform new and innovative practices that retailers are implementing to change the employee experience of retail workers. This session will explore the role technology is playing in reshaping both the employee and customer experience and share examples of how retail companies are transforming their operational and workforce practices, resulting in good jobs for employees, great service for customers, and superior returns for business owners and investors.

Key Business Benefits:

  • Improved customer engagement
  • Improved employee retention
  • More efficient operations
  • Autumn Krauss Ph.D.
    Principal Scientist, Human Capital Management Research, SAP