Trends Report

Digital Store Processes Hinge On Associate Productivity

Processes: The Digital Store Playbook

February 18th, 2020

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.

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