14 July 2023
14 July 2023
In recent years, a tide of digitalization has swept across the world. It started with digital transformation in IT and continued with the need to pivot and change while bracing for impact from a global pandemic.
Now, the world has changed, and with the challenges, it’s brought opportunities for companies to have empathy with deskless workers — and to redefine the frontline worker experience to drive business forward with their input.
This wave of innovation has been especially strong in the retail and hospitality industries, where the economic aftershocks have brought the biggest changes.
These industries need to do more with less and manual processes are giving way to more intelligent, technologically enhanced ways of working. In today’s increasingly competitive landscape, companies need to lean into this trend and leverage new strategies to not only survive, but to thrive.
That starts with embracing technology to facilitate these changes.
According to McKinsey & Company, 60 percent of retailers plan to invest in more technology than prior years, and Frontline Employee Experience Platforms are the top solutions to create effective, next-gen digital workplaces.
These solutions enable frontline employees to have the right tools to operate more efficiently, productively, and intelligently. After all, when the employee experience is fixed, the customer experience and brand consistency is elevated.
A Frontline Employee Experience Platform, or FEXP, is the next generation of a Digital Workplace. It's designed to bridge the gap between workforce orchestration, execution, and employee experience.
An FEXP provides teams with a virtual space or digital workplace designed to facilitate employee communication, display all the resources they need, get continuous training in the flow of work, and effectively manage frontline work like daily operations and tasks.
It’s also a platform where people can connect with each other and their leaders to build a sense of company community and support and increase employee engagement.
This solution is particularly crucial for your frontline staff — the employees who are the first point of contact for customers, such as retail associates.
These employees are often on the move, interacting directly with customers, and need access to information and resources at their fingertips.
As a retail operations leader, implementing an FEXP is a strategic move that can empower these frontline workers by eliminating geographical, technical, and bureaucratic barriers.
They provide a unified, digital work environment that enables staff to perform at the very peak of their ability. Information, resources, and responsibilities in this centralized hub can be accessed across an array of different digital devices — tablets, smartphones, kiosks, workstations — regardless of location.
It's a human-centric approach that cultivates team unity and creates a culture of community, where frontline workers aren't just a number but have career-path opportunities and can create meaningful connections.
You might be asking yourself: Do frontline workers really need an FEXP?
In a highly competitive market, improving the employee experience directly translates to better customer satisfaction.
IDC's Retail Consumer Survey revealed that about 50% of customers will abandon a store or shop elsewhere at the slightest inconvenience.
The same holds true for frontline employees. With the expansion of omnichannel shopping and increased customer expectations, frontline workers need technology to reduce complexity and help them succeed.
Moreover, HQ teams need solutions to bring visibility and real-time line-of-sight to distributed locations. That's exactly why frontline teams need an FEXP to increase success.
An FEXP is a tool that can boost frontline workforce productivity, enhance employee retention, increase customer satisfaction and help you meet strategic retail goals faster.
The right technological investment can be the secret to unlocking new levels of strategic success for your frontline operations.
Before choosing an FEXP, it’s important to do your homework. There’s nothing worse than investing significant amounts of time and money into a digitization initiative only to have the product fall flat because of low adoption or missing the mark to support business needs.
To get the correct platform for your organization, you must assess the unique needs of your frontline employees and your business use cases.
Here are some important questions that all leaders should ask before selecting an FEXP.
Ask these questions to ensure you get the right level of customer service you need to be successful.
Frontline workers don’t have the time or the will to juggle multiple digital tools. They want a simple way to communicate, learn, and manage work-related tasks in the same digital space.
At the same time, decision makers at the HQ need a real-time understanding of business performance and the ability to swiftly cascade actions to meet business goals.
The real value of an all-in-one FEXP is that it streamlines the frontline experience, as it can perform a wide variety of functions from a single, easy-to-navigate hub and provide unparalleled insights.
Before selecting an FEXP, think very carefully about your business cases and workflows. Don’t forget, the best solutions can be upgraded and expanded over time. Be sure to pick a vendor who’s in it for the long haul.
For more detailed insights, download IDC's Technology Assessment Guide to FEXPs here.
350+ retailers have already adopted YOOBIC's all-in-one FEXP. With streamlined internal communications, mobile learning, and digitized task management, YOOBIC drives operational excellence and productivity while helping to reduce employee turnover through better employee satisfaction. Want to see how? Request a demo!
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