Training

The retail industry is entering a pivotal period as it braces for a significant shift in its workforce. Nearly 60 percent of retail employees aged 55 and older are expected to retire within the next five years, according to the whitepaper From Boomers to Zoomer: How to Bridge the Frontline Generational Gap. This shift presents…

Theft, vandalism, and workplace violence towards associates — ranging from verbal abuse to threats and physical aggression — are all too common in retail, driving stress and burnout among store associates. So much so that a staffer may not want to report the incident or commit to training, instead removing themselves from the situation. It…

Retail workers have a wave of relief coming. Companies are recruiting tech solutions powered by artificial intelligence training agents (agentic AI) that are helping to relieve pressure for frontline staff by better preparing them for high-stress situations — e.g., demanding customers or difficult team dynamics — through immersive, simulated role-play training. With this relief comes…

Today, delivering a positive and seamless customer experience is more critical than ever for retail success. Customer service teams are the front line of this effort, and their ability to handle complex and diverse scenarios with empathy and confidence can make or break a customer's perception of a brand. This is why training is so…

The future is here and Gen Z won’t be fooled by empty artificial intelligence calories. In 2025, Gen Zers (born between 1997 and 2012) entering the workforce will overtake baby boomers (born between 1946 and 1964) retiring. Gen Z’s expectations for the work experience and the technologies they already embrace will be dramatically different than…

In episode 468 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Gena Smith, chief human resources officer at LVMH Moët Hennessy Louis Vuitton, a leading luxury goods group, and Beatrice Goasglas, president of TAG Heuer Americas, a luxury timepiece brand. Listen in as Smith discusses why LVMH expanded its Métiers d’Excellence (ME) apprenticeship program in…

The Retail Worker Safety Act (S. 8358B) applies to each retail employer in New York with at least 10 employees working at a retail store. Retail employers are defined as those “sell[ing] consumer commodities at retail and … not primarily engaged in the sale of food for consumption on the premises.” The Act's Requirements The…

While generative artificial intelligence technologies like ChatGPT have been increasingly adopted in the retail sector, the full transformative potential remains underutilized. Beyond AI’s well-documented benefits in driving efficiency and reducing redundancies — especially in areas like forecasting, strategic planning, and automating customer interactions — it possesses a broader range of applications that can profoundly impact…

High turnover rates and staffing challenges have long characterized the retail industry. In 2023, the Bureau of Labor Statistics (BLS) found the average rate of retail employee turnover to be around 60 percent in the U.S. — far exceeding the national average by a whopping 15 percent. The seasonality of retail work only exacerbates the…

The retail industry is at a turning point in its struggle to retain employees. According to a recent study by McKinsey & Company, almost half of retail frontline workers are considering leaving their jobs in the near future. The implications are significant, given that the industry employs more people than nearly any other. Turnover can…