New research shows a majority of retailers have already adopted, or plan to adopt, robotics and AI to enhance their omnichannel operations in the next year.
Understandably, these advancements can raise concerns about the future of retail jobs. Unlocking the true value of store tech, therefore, ultimately comes down to implementing it in a way that empowers retail workers. Based on my experience and the feedback from workers across dozens of retail partners around the world, below are three key areas that drive success using store technology—and transform the way we work and shop in stores for the better.
#1 Minimize Monotonous Tasks, Maximize Fulfillment
On the store floor, you constantly juggle staying on top of inventory (and pricing) with serving customers. In my years as a manager, we often heard from corporate that having customer-obsession was top priority. To do that successfully, I’d hire individuals for their outgoing personalities and exceptional customer service skills, only to pull them away from helping shoppers to handle inventory tasks. My teams would often spend 20 hours per day scanning the store for out-of-stocks. This tension is no doubt a driver of retail’s 95% turnover rate, and survey data backs this up. According to recent survey data, store teams’ favorite job responsibility is serving shoppers, whereas manual inventory scans rank very last.
Unlike other store technology, robotics solutions automate inventory audits, giving teams real-time visuals on item location, stock status, pricing accuracy and more. So rather than spending hours taking stock of inventory, retail workers focus on what they love and were hired to do—helping shoppers. The majority of store managers also say they feel more fulfilled by their daily work activities since bringing a robot onto the team.
#2 Reinforce, Rather Than Replace (or Monitor) Teams
While industry research shows that most retail workers want access to better technology to use at work, there can be trepidation when introducing these tools. Most common, of course, is concern over job displacement—though this rarely plays out in reality, as many retail teams are under supported to begin with. There are also fears that the technology will scrutinize associates' performance—or as one associate once told me, that new tools might “snitch.”
But the same lack of in-store insights that keeps senior retail executives up at night also impedes their teams’ ability to do their jobs well. I remember from my days as a manager that a lack of visibility across the store created friction over prices at checkout, and difficulties answering customer inquiries about product availability. Store teams deserve to feel confident that they can do their best work in their roles, but it can be difficult to instill that confidence without a clear view of what's happening across the building.
Store technology grants teams access to real-time insights on inventory, pricing, promotions, planogram compliance, freshness, and other key factors throughout the store. Less uncertainty can create a more positive and supportive work environment. 9 of 10 store managers agree having a robot on their team makes their jobs easier.
#3 Increase Visibility, Promote Proactivity
In-store visibility also frees up store teams to be more proactive and thoughtful in their roles. Store technology can save teams up to 50 hours each week, which can then be reinvested in honing store operations. For example, if an inventory robot detects a pattern of frequent out-of-stocks in a particular aisle or department, the team can take proactive steps to replenish inventory levels and prevent customer dissatisfaction. Some retailers even use the robot’s data to automate reordering.
Perhaps most importantly, teams are freed up to truly serve customers. Imagine stopping an associate who’s overwhelmed from juggling multiple tasks. The interaction would look a lot better if that worker had bandwidth to give customer help. Our customers’ store teams actually use their extra time to proactively explore the store experience. The survey results show the impact: 85% of managers think that having a robot in-stores encourages shopper loyalty by creating a better in-store experience.
Today’s forward-thinking retailers are already successfully empowering their store teams with AI and robotics technologies—and data shows it makes a world of difference for their teams and customers. What’s more, proven store intelligence solutions are estimated to provide an additional revenue opportunity of $143.3 billion in 2027. Together, these retailers and their teams are setting a new standard for the industry, paving the way for a better in-store experience for all.
