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Retail Personnel and Learning

Retail Knowledge Bank

What challenges do retail staff face in their day-to-day work? What do today's customers need and how do they express those needs in-store? What conditions do retail staff have? And what conditions do they need in order to meet customer needs in the contemporary retail landscape?

We already know that retail staff are crucial to creating (a positive or negative) customer experience in retail stores. Despite the importance of retail staff, relatively little research explores the challenges staff face, and the ways in which they learn to deal with these challenges.

On this page, you will find reports, webinars, and more, on the subject of retail personnel and learning.

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Personalens roll i servicemötet

Retail staff spend time helping customers that could actually help themselves. This might not mean advanced technology, rather making better use of the opportunities already in place. Watch the webinar (in Swedish).

Är det rimligt att satsa på det personliga kundmötet i den fysiska butiken?

Should retailers invest in more personal service encounters in-store, or push for more automated customer journeys? Watch this (Swedish) video to find out.

Personalens roll i framtidens fysiska butik

In this (Swedish) video, researchers from the Centre for Retail Research discuss what will be the role of staff in the retail store of the future.