Trends Report

Digital Store Processes Hinge On Associate Productivity

Processes: The Digital Store Playbook

February 18th, 2020
Sucharita Kodali, VP, Principal Analyst
Sucharita Kodali VP, Principal Analyst
With contributors:
Fiona Swerdlow , J. P. Gownder , Madeline Cyr , Nicole Murgia

Summary

The store is rapidly changing: Customers now shop online across a range of devices, scan products from their smartphone in the store, and have their online order delivered to their car as they pull into the lot. But customer-friendly services such as click-and-collect also mean that associates have more to do, far beyond restocking shelves or manning the register. This report explores the processes and training that retail pros must implement for store associates to maximize the value from digital store investments. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.