Empathica Partners with Workforce Insight to Enhance Retail Workforce Management Strategies by Leveraging Advanced Customer Experience Analytics

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The partnership will enable retailers to leverage the power of customer feedback to revolutionize their workforce management programs.

Using customer and employee insights, in conjunction with existing workforce management metrics, allows retailers to understand how and where to improve operational consistency which leads to long term loyalty and increase financial performance.

Empathica Inc., a leading provider of Customer Experience Management (CEM) solutions, announced today that it has partnered with Workforce Insight, a firm that specializes in strategic workforce management consulting and implementation services. The companies will work together to enable leading retail brands to effectively leverage employee and customer insight as they plan and execute workforce management strategies. Together, combining their deep retail domain expertise, they will help retailers impart best practices for creating and maintaining highly engaged employees and delivering a truly authentic customer experience leading to high satisfaction, loyalty and advocacy levels.

The partnership was formed to extend their thought leadership in the use of customer and employee insight to evolve and refine workforce strategies. Workforce Insight, the market leader in retail workforce management, sought to provide retail clients with a new lens, to help them explore how workforce deployment strategies were resonating with customers in this time of unprecedented payroll investment scrutiny. Based on Empathica’s successful track record in working with some of the world’s largest brands in the Customer Experience Management (CEM) space, it was clear from the outset that the partnership would drive unique value for their retail clients while solving complex business problems with customer insight.

“Most of today’s major retailers are using workforce management solutions to execute against a set of predetermined customer expectations, yet many don’t know how to validate if those expectations still hold true against today’s economy, and if the investment in payroll is aligned or even resonating and making a difference to the customer, ” explained Andrew Needham, Empathica’s VP of Retail. “Using customer and employee insights, in conjunction with existing workforce management metrics allows retailers to finally understand how and where to improve operational consistency, which we have proven, leads to long-term loyalty and increased financial performance.”

“In practice, having organizations like Workforce Insight and Empathica implementing these strategies in unison helps companies better predict how future workforce deployment models and levels need to evolve and what kind of employees are best suited to deliver an exceptional experience. Once the payroll has been invested in the store, the next questions are always; what employee behaviors need to be reinforced and how do we align our processes to deliver a consistent and truly memorable, on-brand, experience? Having a blueprint that blends customer experience analytics with Workforce Insight’s best practice expertise as former retailers, provides clients with a concrete, yet non-disruptive, plan for optimizing their workforce,” added Needham.

To showcase best practices and benefits of incorporating CEM insight into workforce management strategies, Empathica sponsored Workforce Insight’s Retail Workforce Management 2010 conference sessions that took place in New York, Columbus, Ohio, Chicago, Dallas, San Francisco and Los Angeles. During the sessions over 200, retail executives, analysts and workforce management experts came together to discuss leading-edge models for retail workforce management, game-changing technology and leadership trends impacting labor productivity and profit improvement.

Empathica and Workforce Insight are currently working with several notable retailers. This partnership could not have come at a better time for many retailers as they struggle to safeguard the customer experience amid increasing pressure to do more and deliver gross margin improvement through better execution.

“Our partnership with Empathica will produce great customer insight for our clients,” said Scott Knaul, Principal of Retail WFM at Workforce Insight. “In the current climate, reinvesting in the customer experience is critical to move brands forward today.”

About Workforce Insight, Inc.:
Workforce Insight, Inc. is the leading provider of strategic workforce management consulting and implementation services, committed to helping global enterprises leverage technology to enhance and preserve their most valuable asset -- their people. Workforce Insight has been recognized in the human resource marketplace as the difference between a standard that relies on technology alone and optimal results that are only achieved through the hands-on stewardship, insight and expertise of industry visionaries and consultants. For more information about Workforce Insight, call 800.394.5516 or visit Workforce Insight.

Empathica provides Customer Experience Management programs to more than 200 of the world’s leading brands, ranging from multi-unit retailers, to banks and restaurants. Its rich analysis of survey data using state-of-the-art surveying and dashboard reporting software allows for performance-improvement solutions, evidence-based marketing insights, and customer experience management consulting. Annually, Empathica’s 30 million customer surveys in 25 languages reach more than 70,000 locations. A privately-held organization, Empathica is headquartered in Mississauga, Ontario, Canada and also has offices in Birmingham, England and Alpharetta, GA, in the United States. For more information about deriving actionable insights that enhance a brand’s operational excellence, visit Empathica at http://www.empathica.com.    

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