EX: The Force Multiplier for CX That Every Large Retailer Needs

June 27, 2024

Customer experience (CX) is the lifeblood of any successful retail operation. If you’re running an organization with thousands of hourly workers, you know how crucial it is to deliver a seamless, engaging, and memorable experience for your customers. But how can you ensure that all the moving parts—from customer service to data analysis—work together flawlessly? Enter the force multiplier for CX. 


Will Eadie, Chief Revenue Officer at WorkJam, joined Alicia Esposito on Retail Touchpoint’s Retail Remix podcast to discuss the cornerstone of exceptional CX: an engaging employee experience for frontline workers.  

Frontline workers are often the face of your business. They interact directly with customers, making their role in delivering excellent CX crucial. Yet, these employees are frequently overlooked when it comes to training, support, and empowerment. 


By implementing smart workforce management solutions, you can empower your hourly workers to become CX champions. These tools offer a range of features designed to improve efficiency, engagement, and overall job satisfaction. 

Key Benefits of Smart Workforce Management

Enhanced Employee Engagement

Engaged employees are more likely to go the extra mile for your customers. Smart workforce management solutions provide tools for real-time feedback, recognition, and career development, all of which contribute to higher engagement levels.

Streamlined Operations

Efficient workforce management ensures that the right people are in the right place at the right time. This reduces wait times, improves service quality, and enhances the overall customer experience. 

Improved Training and Development

Continuous training is essential for maintaining high CX standards. With smart workforce management, you can deliver targeted training modules directly to your employees, ensuring they have the skills and knowledge needed to excel in their roles. 

Real-Time Feedback and Analytics

Understanding your workforce’s performance in real-time allows you to make data-driven decisions that improve both employee and customer satisfaction. Smart workforce management tools offer dashboards and analytics to track key performance indicators (KPIs) and identify areas for improvement. 


In an industry where customer experience can make or break your business, smart workforce management acts as a powerful force multiplier. By investing in the right tools and strategies, you can transform your CX, boost employee engagement, and drive long-term success. 

Ready to take your customer experience to the next level? Contact us today to learn more about our smart workforce management solutions and start your free trial. 


By following this optimized approach, your organization can harness the full potential of its hourly workforce, turning them into your greatest asset for delivering outstanding customer experiences. Let’s make every interaction count. 

Listen to the podcast to unlock valuable insights for delivering remarkable CX: