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Forces Affecting Retailers Call for Modernized Workforce Optimization and Task Automation
»óǰÄÚµå : 1490813
¸®¼­Ä¡»ç : IDC
¹ßÇàÀÏ : 2024³â 06¿ù
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US $ 7,500 £Ü 10,851,000
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ÀÌ IDC Perspective¿¡¼­´Â Á÷¿øÀ» À¯Ä¡Çϰí À¯ÁöÇϱâ À§ÇÑ Å×Å©³î·¯Áö Àü·« ¹× Á÷¿øÀÌ ´õ ³ªÀº °í°´ ¼­ºñ½º¸¦ Á¦°øÇÒ ¼ö ÀÖµµ·Ï ·çƾ ¿öÅ©¸¦ ÀÚµ¿È­ÇÏ´Â °ÍÀÌ ±Þ¹«ÀÎ °ÍÀ» °­Á¶Çϰí ÀÖ½À´Ï´Ù. ¼Ò¸Å¾÷ü´Â ºÒÅõ¸íÇÑ °Å½Ã°æÁ¦ »óȲ ¹× °í°´ÀÇ ³ôÀº ±â´ë¶ó´Â °úÁ¦¿¡ Á÷¸éÇϰí ÀÖÀ¸¸ç, È¿À²¼º°ú °í°´ °æÇèÀ» Çâ»ó½Ã۱â À§ÇØ ÃֽŠ¿öÅ©Æ÷½º Åø ¹× ŽºÅ© ÀÚµ¿È­°¡ ÇÊ¿äÇÕ´Ï´Ù. ¼Ò¸Å¾÷ü´Â ÀÌ·¯ÇÑ ¿ä±¸¿¡ ´ëÀÀÇϱâ À§ÇØ ¸ð¹ÙÀÏ ÆÛ½ºÆ® ¿öÅ©Æ÷½º °ü¿© ¾ÖÇø®ÄÉÀÌ¼Ç ¹× Åø, ÄÄÇ»ÅÍ ºñÀü, ESL, RFID, ·Îº¿¿¡ ´ëÇÑ ÅõÀÚ¸¦ ÁøÇà½Ã۰í ÀÖ½À´Ï´Ù. AI´Â ÇâÈÄ ºñÁî´Ï½º ÇÁ·Î¼¼½º¿¡ Å« º¯È­¸¦ °¡Á®¿À¹Ç·Î ÀÌ·¯ÇÑ ÅøÀ» Àß È°¿ëÇÏ·Á¸é ¼Ò¸Å¾÷ü´Â ÇöÀå Á÷¿ø ¹× °í°´ÀÌ µ¥ÀÌÅÍ¿¡ ¾×¼¼½ºÇÒ ¼ö ÀÖµµ·Ï Çϱâ À§ÇÑ ÀÎÇÁ¶ó¿¡ ÅõÀÚÇÒ Çʿ䰡 ÀÖ½À´Ï´Ù. IDCÀÇ Retail Insights, ±×·ì VPÀÎ Leslie Hand´Â ´ÙÀ½°ú °°ÀÌ ¸»Çϰí ÀÖ½À´Ï´Ù. "´ç»çÀÇ Á¶»ç·ÎºÎÅÍ Á÷¿ø °æÇèÀÌ °í°´ °æÇè¿¡ Á÷Á¢ ¿µÇâÀ» ¹ÌÄ¡´Â °ÍÀ» ¾Ë ¼ö ÀÖ½À´Ï´Ù. ¼Ò¸Å¾÷ü´Â Àüȯ±â¸¦ ¸ÂÀÌÇϰí ÀÖ½À´Ï´Ù. Á÷¿ø °ü¿©¿Í ŽºÅ© ÀÚµ¿È­¸¦ Çö´ëÈ­ÇÏÁö ¾ÊÀ¸¸é Á÷¿øÀ̳ª °í°´À» °æÀï»ç¿¡ »©¾Ñ±æ ¸®½ºÅ©°¡ ÀÖ½À´Ï´Ù."

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This IDC Perspective highlights the urgent need for technology strategies that attract and retain employees and that automate routine tasks to free up associates to provide better customer service. Retailers face challenges from uncertain macroeconomic conditions and high customer expectations, necessitating modernized workforce tools and task automation to improve efficiency and customer experience. Retailers are investing in mobile-first workforce engagement applications and tools, computer vision, ESLs, RFID, and robotics to meet these needs. AI will bring sweeping changes in business processes in the near term, and to use these tools well, retailers will need to invest in infrastructure to make data accessible for frontline workers and their customers. "We know from our research that employee experience directly impacts customer experience. Retailers are at a turning point - they must modernize workforce engagement and task automation or risk losing workers - and customers - to the competition," said Leslie Hand, group vice president, IDC Retail Insights.

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