An entirely new store associate has emerged onto the retail scene. Today’s new associates are both well versed and confident in their ability to put technology – particularly mobile technology – to work to enrich their daily lives. They embrace and integrate new gadgets, devices and applications into their lifestyles unlike any preceding generation. At 80 million strong in the U.S., Millennials are rapidly emerging as the dominant generation in retail’s workforce. This presentation was originally broadcast during a live webinar hosted by Alicia Fiorletta of Retail Touchpoints and features Dave Bruno of JDA and John West of Workforce Insight. During the presentation, Dave and John discuss and dispel many of the stereotypes surrounding Millennials in the retail workforce, they share their insights on how to best meet their demands and expectations, and they share some new research detailing how retailers intend to leverage technology to be more successful recruiting, engaging and retaining the new face of retail.

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 Task Management
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 &
Implementation Experts
• 160 +Consultants focused on Workforce Management
• 60+ Retail Clients
• Impacting 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?