workforce enablement

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Drive Great Customer Experience With Three Workforce Investments

Ananda Chakravarty March 6, 2018

  Retailers recognize and are investing in the link between great associate experiences and great customer experiences. They are enhancing the employee’s ability to engage customers better by providing training and education, implementing technologies to make the associate’s job easier, and some retailers like Walmart are even increasing associate wages. Retailers understand that by creating […]

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#NRF2018's Focus On Customer-Associate Engagement

Ananda Chakravarty January 22, 2018

At the packed NRF Big Show #NRF2018 in New York last week, many retailers looked at vendors touting new tech, including AI, AR/VR, and more, all in the name of improving customer experiences. But most of those same retailers know that, before leaping into that arena, they first need to bring existing systems up to […]

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Four Vendors Lead in The Forrester Wave: Enterprise Mobility Management, Q4 2017

David Johnson December 21, 2017

Our recently released Forrester Wave: Enterprise Mobility Management, Q4 2017 uses 26 criteria to evaluate the top 13 mobility management solutions on the market today. Unlike in year’s past, this year’s analysis reveals that a unified approach to device and app management is now feasible. Organizations looking to improve employee experience and simplify management can […]

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Four Reasons Retailers Need to Invest In People

Ananda Chakravarty October 30, 2017

Four reasons to invest in store labor Labor was 43% of retail operating expenses based on our last US census data, but retailers haven’t been spending more on employee training [1].  A 2016 training industry report shows only 32% of those surveyed in retail are increasing their training budgets [2].  In addition, retail customers aren’t thrilled […]

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Why High Performance People Need High Performance Technology

David Johnson April 2, 2016

My colleagues and I have spent the last four years studying the links between technology, human performance at work, customer experience, and the financial performance of companies. One fascinating insight we’ve learned is that what separates the highest performing people in their work from others is their ability to reliably focus their attention, bringing more […]

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Is Your Company A Place Where Employees Grow And Thrive, Or Wither And Leave?

David Johnson May 18, 2015

As Forrester's Customer Experience Index (CX Index™) proves, the key determiner of a company's success is customer satisfaction. We can also prove that there is a strong correlation between employee satisfaction and customer perception and opinion, which is more pronounced with those employees who have a greater impact on your customers. To improve customer satisfaction, […]

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Microsoft HoloLens Is A World-Changing Mixed Reality Product

J.P. Gownder January 21, 2015

It’s not often that a new product release has the potential to reshape the way people work and play. The PC, the browser, the smartphone – all of these products fell into that category. Microsoft’s new HoloLens has the potential to do the same. (Check out some photos from Gizmodo here — they don't live […]

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What I&O Leaders Should Look For At CES

J.P. Gownder January 2, 2015

This weekend, I’ll be heading off to Las Vegas for the 2015 Consumer Electronics Show (CES). Infrastructure & Operations leaders should – and do – keep tabs on the news coming out of CES. In this era of consumerization, bring-your-own (BYO) technology, and Shadow IT, CES announcements affect the I&O role more than ever before. […]

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