With distributed workforces, that is precisely what CHROs today must deal with. Creativity and the appropriate resources are necessary to establish culture, increase engagement, and maintain team alignment, whether employees are working remotely, in a café, or across the nation.
Remarkably, these virtual reunions have been "hosted" by retail customer experience executives for years. They are adept at leading front-line personnel in numerous places while providing excellent service every day.
Unified Communication: The Retail Superpower HR Needs
If there is one thing retail understands like the back of its hand, it is how to connect people, regardless of where they are working.
From storefronts to support desks, retail communication is a live, whole-company effort. CX teams need unified platforms that put voice, chat, email, and messaging under one umbrella. Then, employees are always in the know, and leaders can get the picture without resorting to phone tag.
One such excellent example of this in practice is UJET, a top-rated AI contact center platform. Retail brands that use UJET have all customer conversations managed in a single interface, enhancing service consistency as well as support for teams. As per UJET's 2024 AI Maturity Benchmark Report, those businesses that had top-level adoption of AI noticed an improvement of 68% in upselling and cross-selling efficiency.
CHRO Tip: Arm remote teams with one-platform communication tools. It fosters transparency, dismantles silos, and makes work less.
From CX to EX: Why Great Employee Experience Comes First
Retail CX leaders know it happy customers begin with happy employees.
Consider Woolworths, for example. They invested $50 million in reskilling more than 60,000 frontline workers, combining digital platforms with in-app learning experiences. It's not training, it's empowerment. Workers can learn on the job, without being taken off the floor.
UJET shines in this area, too. The user-first approach of the platform has garnered it a 97% satisfaction rating on G2's Winter 2024 Report, and let's be real, that level of adoption doesn't occur with clunky tools.
CHRO Tip: Don't put up with old software. Spend money on simple, intuitive technology that is more like Netflix than a corporate portal. If it's slick for them, it's powerful for you.
AI Is an Everyday Assistant
Retail staff have been at the forefront of embracing AI because it saves time and enhances results.
Whether routing questions, providing on-brand suggestions, or tracking sentiment in real time, AI takes the burden off human agents. According to McKinsey, retailers leveraging digital training and performance technology experience significant gains in frontline productivity. Imagine: real-time coaching cues, bite-sized micro-learning bursts, and instant feedback without an in-your-face manager.
CHRO Tip: Leverage AI to empower, not automate, your talent. Remote guidance, smart task reminders, and tailored nudges can enhance performance without micromanagement.
Data Is Retail's Compass, It Should Be HR's Too
Customer information drives personalized experiences. Similarly, worker data has the potential to enable CHROs to personalize their support of workers. Software such as UJET monitors interaction patterns, engagement rates, and even stress indicators in voice or text, providing deep insights into how teams are performing.
This kind of visibility is essential if your people aren't all under one roof.
CHRO Tip: Use data dashboards to track engagement, spot dips in performance, and intervene early. Distributed workforces perform best when leaders have eyes on the whole picture.
Retail Never Stops Learning, And That's a Lesson for Everyone
Change is the only constant in retail. That's why brands like Starbucks and Target use scalable, digital learning to keep competencies razor-sharp, even across thousands of workers.
And it's not only technical expertise. Woolworths' investment in soft skill training indicates a clear emphasis on resilience, empathy, and agility attributes every dispersed workforce must possess.
CHRO Tip: Create a culture of learning that keeps pace with your people. Provide flexible, bite-sized, digital modules that employees can learn on the move. Make learning a feel-good growth experience, not homework.
What Retail Gets Right And HR Can Too
Grocers might not always receive credit for innovation in their workforce, but perhaps they should. They've learned how to enable enormous, geographically spread teams with a combination of technology, compassion, and real-time understanding. That's precisely the type of leadership the CHROs of today are being asked to provide.
So next time you’re thinking about how to support your hybrid or remote teams, think like a CX pro. Use smart tools, keep people connected, support learning, and never underestimate the power of data.
FAQs
1. How can healthtech organizations effectively manage and support a distributed workforce?
Healthtech organizations can manage and support distributed teams by implementing unified communication platforms that facilitate real-time collaboration across various locations. Investing in user-friendly digital tools enhances employee experience and engagement.
2. What role does AI play in enhancing the efficiency of distributed healthtech teams?
AI plays a significant role by automating routine tasks, thereby reducing administrative burdens and allowing healthcare professionals to focus more on patient care.
3. How can healthtech companies ensure data security and compliance in a distributed work environment?
Ensuring data security in a distributed setup involves implementing robust cybersecurity measures, such as end-to-end encryption and multi-factor authentication.
4. What strategies can be employed to maintain employee engagement and culture in remote healthtech teams?
Maintaining engagement in remote teams requires deliberate efforts to foster a sense of community. Regular virtual check-ins, recognition programs, and opportunities for professional development can keep employees motivated.
5. How does investing in employee experience (EX) impact patient outcomes in healthtech organizations?
Investing in EX leads to higher employee satisfaction, which translates to better patient care. When healthcare professionals feel supported and equipped with the right tools, they are more likely to deliver high-quality services.
