Retailers are increasingly adopting workforce analytics tools to gain competitive advantages. A survey found 48% of retailers have adopted workforce analytics, while 38% plan to in the next 12 months. Retailers currently measure key metrics like sales per labor hour and scheduling effectiveness. Barriers to adoption include lack of bandwidth, data accuracy concerns, and insufficient business cases. Addressing barriers includes leveraging third-party expertise, showing tangible ROI, and ensuring data governance. Perceived benefits driving adoption are revenue enhancement, cost reduction, and increased productivity. Case studies found analytics helping reduce labor costs by 5% and increase call center occupancy by 3%. Moving forward, retailers will leverage multiple data sources for actionable insights through predictive analytics and mobile platforms.

1. Analytics Adoption Continues To
Increase As Retailers Seek
Competitive Advantages: Exclusive
Survey Insights
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2. #AnalyticsAdoption
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Panelists
MODERATOR:
Debbie Hauss
Editor-in-Chief, Retail TouchPoints
Russ McTyre
VP Business Intelligence and Analytics
Workforce Insight
@russmctyre
Jim Malafronte
Principal, Retail Solutions
Workforce Insight
@wrkforceinsight

6. Analytics Adoption Continues to Increase As
Retailers Seek Competitive Advantages
Presented by:

7. 7
• Survey Overview
• Overall Adoption
• KPIs
• Barriers to Adoption
• Benefits to Adoption
• Retailers Utilizing Analytics
• Q & A

8. 13% Small Box Specialty Store
15% Big Box Specialty Store
10% Grocery/Supermarket
10% Department Store

9. 48%
38%
14%
of Retailers
have adopted
WFM analytics
of Retailers haven’t
purchased packaged
WFM analytics and
have not prioritized it
for the near future
of Retailers plan to
adopt WFM
analytics in the
next 12 months
Analytics
Adoption
Rate
Amongst
Retailers

10. Key
Performance
Indicators
Sales Per
Labor Hour
Scheduling
Effectiveness &
Adherence
Selling
Costs
Conversion
Rate Payroll
Hours &
Dollars
Schedule Edits
& Overtime
Usage
Customer
Satisfaction
Scores Employee
Turnover
& Engagement
Scores
What
Metrics
Are
Retailers
Currently
Measuring?

11. Retailer
Identified
Barriers
To
Analytics
Adoption
60%
37%
38%
35%
33%
31%
Lack of
Bandwidth
Concerns with
Data Accuracy
Insufficient
Business Case
Lack of Exec.
Sponsorship
Unable to
Obtain Data
Ownership
Of Data

12. Leverage 3rd party expertise
Show Tangible ROI from WFM
Analytics
Ensure “One Version of the Truth”
Pull Data from Multiple Sources
How
Can
Retailers
Address
Adoption
Barriers? Transition Analytics Platforms to
Mobile Devices

13. “We’ve found that analytics isn't
One of our core competency however, we
still need the data. In order to successful
extract that data from our time &
attendance system, we’ve utilized a
qualified third party to interpret the data
and provide actionable insights”
“Our goal is to have
data that will drive
actionable insights.
Initially there was
skepticism internally,
but we’ve been able to
effectively show
tangible ROI from
WFM analytics”
Data governance
programs with
dedicated resources
ensure “one version
of the truth” and
own data accuracy

14. Retailer’s
Perceived
Benefits
To
Analytics
Adoption
Revenue
Enhancement
Gross Margin
Improvement
Cost
Reduction
Productivity
Improvement
Increased
Customer
Engagement
Risk
Mitigation
Conversion
Improvement
Employee
Retention
46% 48% 48% 40%
29% 31% 25% 15%

15. “
Situation
• Engaged trusted analytics partner to
uncover hidden labor data
• Conducted best practices design
workshop, revealing key business
needs
• Upon revelation of key business
needs, Workforce analytics
dashboards were created to achieve:
- Long term trends in workforce
performance and cost
- Administrative excellence
- Visibility to payroll leakage
- Visibility into inefficiencies, outliers,
unnecessary or redundant
processes, and noncompliance at
the the store level
Several years ago we
invested in our T&A
system’s analytics module,
but due to competing
priorities and lack of
bandwidth, we weren't
able to use the data. We
decided to engage a 3rd
party to help us interpret
and use the data. The
insights gained have been
invaluable to our business.
Workforce Analytics
Dashboards
“
Winning with Analytics…
With every dollar saved as a result
of heightened visibility through
Workforce Analytics, the
organization has committed to
reinvesting savings at the location
level to drive overall operation
improvements and increase
employee satisfaction levels.

16. “
Solution
One standard model for all
global regions (APAC, Europe,
Americas)
Deployed in less than 90 days
Forecast demand using
volume, AHT, and shrinkage
Calculate capacity using
Erlang C
Determine FTEs required and
over/under capacity
Results
Increased visibility and
standardization has led to
new and more strategic
conversations
Call center occupancy has
increased by 3% and on
track to reduce labor
costs by 5%, yielding more
than $10M in savings
We chose an analytics
platform because of the
transparency. It is a living,
breathing tool that
everyone can look at and
make decisions.
VP, Global Workforce
Management & Analytics
Workforce Planning
“
Winning with Analytics…
Workforce
Planning Process
Typically led by HR, the workforce planning process
analyzes the gap between existing workforce supply
and future workforce demand.

17. Retailers will leverage tools to collect data from multiple data points to determine
actionable insights
Real-time data availability will drive velocity to decision making capability
Will see a shift to predictive analytics to transition data capability from
“what happened” to “what will happen”
Analytics platforms will be rapidly transitioning to mobile devices and allow
alerts and decision making ability to occur on the sales floor
Retailers will understand the value of a data governance program to drive data
accuracy
Addressing root causes of issues through analytics will ultimately drive employee
engagement and retention, a better customer experience, and ultimately higher
revenue and profits for retailers
Summary

18. QUESTIONS/NEXT STEPS

19. #AnalyticsAdoption
Q&A | Panelists
MODERATOR:
Debbie Hauss
Editor-in-Chief, Retail TouchPoints
Russ McTyre
VP Business Intelligence and Analytics
Workforce Insight
@russmctyre
Jim Malafronte
Principal, Retail Solutions
Workforce Insight
@wrkforceinsight

20. #AnalyticsAdoption
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