While retailers have been swift to adopt mobile technology to satisfy the always-on consumer, they have been much slower to embrace mobility for their workforce. With more than 80 million millennials rapidly emerging as the face of the retail workforce, retailers must adapt and evolve their management practices to stay relevant to this challenging generation. Mobility, and technology in general, will play a critical role in the retail evolution. A recent survey of more than 100 retailers revealed how retailers are prioritizing workforce technology, scheduling, mobility and management strategies. In this webinar, you will learn how to build a smarter and more efficient workforce with next-generation technology and mobility to ensure better staffing, productivity, compliance and employee satisfaction. To learn more, register for the webinar, titled: Workforce in Motion: Recruiting, Retaining and Engaging the Millennial Workforce. View this webinar on-demand: http://www.retailtouchpoints.com/workforce-in-motion

1. Workforce in Motion
Recruiting, Retaining and Engaging
the New Face of the Retail Workforce
#MillennialWFM

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#MillennialWFM
HOST &
MODERATOR
Alicia Fiorletta
Associate Editor
John West
Director of Retail Consulting
Dave Bruno
Director of Product Marketing

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1 2 3 4 5 6
The New Face
of Retail
Recommended
Response
WFM Status
Report
Technology’s
Emerging Role
The Road
Ahead
Closing and
Q&A

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The New
Retail
Faceof

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80MAmericans born between
1981 and 2000
-comScore
There are an estimated

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76M 51M 80M
The Largest Generation

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Would You Know
a Millennial if
You Saw One?

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They’d rather talk
to Siri than anyone
else on the phone.

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They know how to
write code, but not
cursive.

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They’ve only seen
commercials in
fast forward mode.

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They think swinging
a Wii Remote is
physical exercise.

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--Gen Y in the Workplace, Millennial Branding and Payscale
5X
Already, Millennials are
as likely
as any other generation to
hold retail merchandising
and sales jobs

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1/2By 2020
of all retail workers
will be Millennials--Gen Y in the Workplace, Millennial Branding and Payscale

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Audience Polling Question #1
What percentage of your workforce would
you estimate are Millennials?
A. Less than 25%
B. 25% - 50%
C. Greater than 50%

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Separating Myths from Millennials

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Stereotype: In it for the Short Term

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Millennials are as committed to
their work as non-Millennials
--NextGen: A Global Generational Study, PwC

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Stereotype:High Expectations

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--NextGen: A Global Generational Study, PwC
Millennials do not expect employers
to meet all their needs

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Recognition is
Required
Stereotype:

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Desire for coaching stems
from Millennials’ call for
meaning,
mentorship and
meritocracy
--No Collar Workers, MTV Research

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Stereotype:
A Premium on Balance

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Stereotype:
A Premium on Balance

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Millennials are the
first generation to truly
grow up with
technology

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A Typical Night
off the clock
Plans via Movie viaRestaurant via Photos via

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A Typical Day
Check Schedules via
Request Time Off via
Punch In and Out via
Plan the Workday via
on the clock
1/2of Millennials indicate that managers
do not always understand the way
they use technology at work
Almost…
--NextGen: A Global Generational Study, PwC

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Audience Polling Question #2
Would you describe the Millennials in your
workforce as good multi-taskers?
A. Yes
B. No

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How
Retailers
RESPOND
Should
?

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Mobility

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Self-Service
Scheduling

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Schedule
Modeling

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Workforce Management
Health
CHECK

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Industry
Surveys
2
220>
RESPONSES
November 2012-January 2013
Hardlines | Softlines | Grocery | Hospitality

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use manual systems, homegrown systems
or spreadsheets to manage workforce
scheduling and optimization
44%

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have automated scheduling
systems that manage labor
across the entire enterprise
16%
Only…
Store Only
No Automation
DC Only
26%
34%
16%

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Serious Scheduling
Shortcomings…
Limited modeling for seasonality,
promotions, new marketing 32%
Unplanned/unbudgeted
labor costs
Inability to jointly schedule traffic-
based and task-based labor
Balancing site-level workloads
and budgets
31%
29%
26%
of retailers surveyed are either
“completely” or “highly” satisfied with
their existing workforce scheduling
and optimization capabilities
45%
Only…

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Mobile is on the Move
The Good News?
64%intend to spend more money on
mobile workforce technology than
they spent in 2012
18%intend to spend significantly more
and…

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Weighing Mobile’s Impact
4.16 Customer Service
3.73 Customer Service
3.56 Endless Aisle Selling
3.16 Self-Service Scheduling
Functions Mobility Can Impact?

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Calculating Mobile’s ROI
Mobile Apps w/Highest ROI Potential?
69%Mobilizing paper processes, improving
the timeliness of communications
61%Mobilizing task assignment and
execution, compliance, visibility
55%Providing “endless aisle” capabilities
to sales associates

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WFMTechnology
The Emerging Role of
And Millennial Workers

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Time & Attendance
Demand Forecasting
Scheduling Optimization

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3. Incorporate Employee
Preferences

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Audience Polling Question #3
What are your plans for workforce mobility
investments in the next 12-18 months
A. Less than previous
B. The same as previous
C. More than previous

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AHEAD
The Road

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Empowered Associates Ahead
58%Will use smartphones
to complete tasks
52%Will use tablets
for clienteling
36%Will use smartphones
for fulfillment
Associate Capabilities by Year End?

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More Mobile Managers
62%Smartphones to
complete/assign tasks
46%Smartphones to view
and adjust schedules
44%Smartphones to view
KPIs in real time
Manager Capabilities by Year End?

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WFM Upgrades Pending…
40%plan to implement/upgrade
workforce technology

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The Next
24 Months?

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Strategic
WFM
Consultants
&
Implementa7on
Experts
• 160
+Consultants
focused
on
Workforce
Management
• 60+
Retail
Clients
• Impac7ng
5M+
Employees
in
115,000
Stores
Operational Excellence
Consistent Customer
Experience
Significant Return on
Investment

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Customers
35 Countries
250
1.2MEmployees
100,000 locations
TASK
MANAGEMENT
SCHEDULING TIME &
ATTENDANCE
LABOR
STANDARDS
LABOR
MANAGEMENT
Industry-leading Retail
WFM capabilities

55. Thank You
Questions?