Retail Operations Improvement

Operational excellence is a backbone of retail success. Agentic AI bolsters operational efficiency by bringing adaptive automation to everything from supply chains to store operations. Traditional automation follows predefined rules, but agentic AI is different- it adapts on the fly, learning from each interaction and outcome. This adaptability is vital in retail, where conditions change rapidly (think sudden supply disruptions or viral social media trends). We’re already seeing efficiency gains in AI-enabled operations. A recent industry study found that AI-driven “connected retail” solutions dramatically increase operational efficiency, in turn boosting profits while even reducing carbon footprint. For example, AI-driven route optimization in delivery can save fuel and ensure faster deliveries, while AI-based inventory management cuts down overstock and waste. Grocery retailers using AI to fine-tune ordering of fresh products have significantly reduced costly food waste even as they increase profit margins, a double win for business and sustainability. The power of agentic AI is that it doesn’t stop at insights- it sees tasks through to execution. In operations, this means an AI agent might detect an incoming snowstorm (perceive), infer that store foot traffic will drop and online orders will surge (reason), automatically reallocate inventory to the online warehouse and reroute delivery trucks (act), then observe the outcomes to update its storm-response playbook (learn). Each of these steps happens with minimal manual input. In fact, Boston Consulting Group reports that automation with AI can increase revenues by up to 5% in less than a year by finding these kinds of efficiency tweaks across the operation. When every percentage point of margin counts, AI’s ability to continuously fine-tune operations is revolutionary. #artificialintelligence #retailAI #agenticAI

Convenience retail: where every penny counts Convenience stores operate on some of the tightest margins in retail. Rising energy costs, wage increases, and theft make cost management a daily battle. Yet, across the UK, independent retailers are showing how smart technology, process optimisation, and discipline can unlock significant savings. Several approaches stand out: • Staff productivity: Automating stock checks and order forecasting with advanced EPoS systems can save up to 12 staff hours per week – hours that can be redirected to customer service and sales. • Promotion cycles: Moving away from rigid four-week cycles towards staggered promotions avoids costly staff surges. One Stop Stores Ltd achieved ~£600 weekly savings with this approach. • Apps for operations: Low-cost tools like Connecteam simplify compliance, shift management, and reporting – reducing admin costs and preventing the need for extra hires. • Security discipline & smart locking: With UK shoplifting at a 20-year high, retailers like Costcutter ’s Peter Patel limit evening facings of high-value products. But there’s another evolution: grab-and-go cabinets that act as a “high value shop in the shop”, released only after credit card tap (or app) and potentially age verification. —> A leading example is Reckon.ai, a Portuguese startup whose AI and computer vision modules transform existing cabinets, fridges, shelves into autonomous smart units. —> Customers unlock the cabinet (via payment or authorized app), pick what they need, and simply close the door — all tracked in real time, with inventory updates and automatic checkout. —> This combines the convenience of self-service with the protection of a controlled environment. • Energy management: Smart plugs, timers, and recovery systems optimise usage. For heavy users, suppliers like SmartNest Energy, British Gas and EDF offer tailored contracts – but the key is short-term flexibility. • Cash handling automation: Smart safes digitise deposits, reduce errors, and free up staff from manual counting. The UK convenience retail market exceeds £47 billion annually, with over 46,000 stores serving millions. Efficiency at the execution level is not optional — it is a survival imperative. #retail #convenienceretail #fmcg #grocery #storeoperations #epos #retailtechnology #efficiency #staffproductivity #promotionstrategy #retailsolutions #energymanagement #sustainableretail #smartretail #security #cashhandling #lossprevention #retailsavings #omnichannel #automation #retailapps #ukretail #europeanretail #retailsecurity #retailinnovation #smallbusiness #ukbusiness #europebusiness #retailtrends #retaitech #foodtech

🔥 How Resilience Rewrote My Retail Story In my journey, conventional wisdom has rarely worked. Instead, I have focused on crafting solutions that fit the specific needs of the situation. Today, I want to share some key lessons from taking one of the biggest brands from $100 million to $400 million. 1️⃣ Treating each store as its own profit center. Rather than applying a blanket strategy, I tailored metrics and goals to each store’s unique context, ensuring a customized approach for maximum impact. 2️⃣ Redefining product strategy. I reimagined the product offerings, ensuring that we aligned our inventory with customer demands and emerging trends, resulting in improved customer satisfaction and sales. 3️⃣ Redesigning existing stores. I restructured store layouts and optimized product displays, creating an inviting environment that enhanced the customer shopping experience and increased foot traffic. 4️⃣ Changing the size and location of existing stores. By shifting stores to new, high-traffic locations and adjusting store sizes, we increased sales by 3x, making a massive difference in performance within the same market. 5️⃣ Expanding with new stores. The expansion into new locations played a crucial role in driving turnover and bottom-line growth. These new stores became significant contributors to our overall success. 6️⃣ Building a culture of excellence. I worked closely with the team to rebuild morale and create an environment where everyone felt empowered and valued, fostering collaboration and commitment. 7️⃣ Reimagining the brand experience. From customer interactions to operational efficiency, we explored ways to do things better. Every challenge was met with determination and a willingness to innovate. 8️⃣ Staff training to increase UPT and ATV. Investing in staff training programs focused on improving UPT (Units Per Transaction) and ATV (Average Transaction Value), which significantly boosted performance and customer engagement. The result? ✅ The stores achieved profitability with a minimum of 10% EBIT. ✅ We turned things around and breathed new life into these retail units. This experience reinforced some key lessons for me: ✔️ Listen—to the market, the team, and the customers. ✔️ Adapt—because flexibility is key to finding solutions in difficult situations. ✔️ Empower—those around you to take ownership and contribute to success. ✔️ Lead with empathy—because a motivated team can achieve incredible results. In retail, where change is constant, resilience and adaptability are vital. Whether it’s reshaping customer perceptions, improving store operations, or rallying a team, small, thoughtful steps can lead to meaningful outcomes. I’m grateful for what this journey taught me and for the team that made it possible. How has resilience played a role in your leadership journey? #Leadership #RetailIndustry #Resilience

"Unwrapping the Insights: A Review of Christmas Peak Logistics 2024" We’ve been catching up with our network throughout January to see how their peak trading went. Here are some valuable insights from these conversations: • Timing of Christmas Volumes: Some grocery retailers reported that Christmas volumes came in later than last year, with significant spikes in demand during the last two weeks of December. • E-commerce Delivery Performance: E-commerce carriers received high praise for their delivery services this year. Many retailers noted an improvement over last year's performance, with delivery promises being met up to Christmas Eve. • Export Challenges: Export products to Ireland and the EU were delayed, primarily due to border administration processes. • 3PL Operations Issues: Some challenges within third-party logistics (3PL) operations were noted. A lack of planning, adherence to processes, and poorly executed training of temporary colleagues negatively impacted peak trading sales performance for some retailers. • Temporary worker challenges: The temporary labour pool significantly differs from 5+ years ago. The quality and skills of people have declined; the time to competence is extended, and the turnover of people is higher. This has resulted in lower productivity from temporary staff, leading to lower capacities and higher costs • Detailed Planning: Insufficient planning was highlighted as a challenge for some businesses. A significant issue was a limited understanding of the peak volume effect on their supply chains. However, retailers who engaged in detailed planning during the summer ensured their plans were mature and flexible enough to handle forecast demand plus a contingency. • Automation Benefits: Retailers operating with automation reported volumes within planned peak capacities, resulting in a smoother flow of demand compared to previous years. So, what would they do differently? • Increase the use of in-house fleets to support store replenishment. • Improve colleagues' skills and training, from administrative tasks to process adherence. • Review 3PL performance and capture planning and performance issues for use next year. • Move to more fixed-term contracts for temporary labour and investigate automated solutions to reduce the reliance on temporary labour. • Enhance forecasting data and departmental integration to improve visibility throughout the year. • Develop strategies to obtain and retain high-calibre temporary staffing to support peak activity. • Review distribution centre management structures to support an increase in temporary labour. • Consider equipment failure contingencies and book additional short-term hire material handling equipment before peak activity. As always, there's lots to consider here, and the next peak will be on us before long!

Operational planning is at the heart of any successful retail strategy, but it can sometimes feel like a balancing act between efficiency and innovation. Drawing from my experience in managing diverse retail environments, from high-traffic malls to iconic tourist destinations, I’ve learned that the key to breaking through operational bottlenecks lies in fostering a culture of creativity and continuous improvement. Here are some strategies that have worked for me: 1.     Empower Your Team: Encourage team members to bring their unique perspectives and ideas to the table. In my experience, front-line staff often have the most valuable insights into what customers want and what operational processes could be improved. Create a safe space for them to share their thoughts without fear of judgment. 2.     Leverage Data and Technology: Use data analytics to identify trends and areas for improvement. In roles where I managed KPIs and conversion rates, utilizing real-time data helped us pivot quickly and test new approaches. Technology can streamline operations, but it can also provide a sandbox for experimentation. 3.     Encourage Cross-Functional Collaboration: Break down silos by fostering collaboration across different departments. In my time managing operations across multiple locations, I found that innovation often came from unexpected places when teams with different skill sets and perspectives worked together. 4.     Focus on Customer Journey and Experience: Innovative operational planning starts with understanding the customer journey. By constantly seeking ways to enhance customer experience—whether through faster service, personalized interactions, or unique product offerings—you create a dynamic environment where creativity thrives. 5.     Continuous Learning and Adaptation: The retail landscape is always evolving, and so should your operational strategies. Encourage a mindset of continuous learning within your team. Invest in training and development to keep everyone up-to-date on the latest trends and techniques in retail operations.

The most powerful “aha moments” that our retail partners discover with shelf digitization don’t just tweak KPIs. They redefine how retailers operate. ⁉️⁉️ “66% of what we thought was out-of-stock… wasn’t.” A major grocer discovered that most “missing” items were misplaced in-store. That single insight dramatically improved e-commerce fulfillment and reduced substitutions. 🥬🥬 “Fulfillment speed increased by 50%.” With precise item-location data, stores introduced optimized picking paths—what one exec called “Google Maps for associates.” 🎽🎽 “Our oversight scaled from 4 stores a day to 40.” Merchandising leaders now review entire chains remotely—10Xing visibility and accelerating in-store strategy from weeks to hours. 😄😄 “Our staff is 90% happier.” With automation handling tedious checks, store teams regained 25–50 hours per week to focus on customers—improving morale, service, and sales.

🚚 𝗦𝘁𝗿𝗲𝗮𝗺𝗹𝗶𝗻𝗶𝗻𝗴 𝗢𝗺𝗻𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝗙𝘂𝗹𝗳𝗶𝗹𝗹𝗺𝗲𝗻𝘁: 𝗕𝗲𝘀𝘁 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗣𝗿𝗮𝗰𝘁𝗶𝗰𝗲𝘀 📦 Retailers and delivery companies need to adapt to the challenging customers' requirements for express and flexible deliveries. 🔔 𝗜 𝗽𝗿𝗲𝘀𝗲𝗻𝘁 𝗵𝗲𝗿𝗲 𝘀𝗼𝗺𝗲 𝗽𝗿𝗮𝗰𝘁𝗶𝗰𝗮𝗹 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝗳𝗼𝗿 𝗶𝗺𝗽𝗿𝗼𝘃𝗲𝗱 𝗼𝗺𝗻𝗶𝗰𝗵𝗮𝗻𝗻𝗲𝗹 𝗳𝘂𝗹𝗳𝗶𝗹𝗹𝗺𝗲𝗻𝘁 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀: ✳ 𝗢𝗿𝗱𝗲𝗿 𝗮𝗻𝗱 𝗜𝗻𝘃𝗲𝗻𝘁𝗼𝗿𝘆 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 ⤵⤵⤵ 1️⃣ 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗶𝗻𝗴 𝗮 𝗖𝗲𝗻𝘁𝗿𝗮𝗹𝗶𝘀𝗲𝗱 𝗢𝗿𝗱𝗲𝗿 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗦𝘆𝘀𝘁𝗲𝗺: 🔸 Use an integrated system for efficient order processing and routing to the most appropriate fulfillment location. 🔸 Define rules for allocating inventory to different sales channels. 🔸 Use dynamic allocation to distribute inventory optimally. 🔸 Analyse sales data for effective allocation. 2️⃣ 𝗥𝗲𝗮𝗹-𝗧𝗶𝗺𝗲 𝗩𝗶𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝘆: 🔸 Maintain real-time inventory visibility across all channels and centres. 🔸 Ensure that inventory updates occur in real-time as orders are processed, returns are received, and products are restocked. 3️⃣ 𝗗𝗲𝗺𝗮𝗻𝗱 𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗻𝗱 𝗜𝗻𝘃𝗲𝗻𝘁𝗼𝗿𝘆 𝗢𝗽𝘁𝗶𝗺𝗶𝘀𝗮𝘁𝗶𝗼𝗻: 🔸 Use historical data, customer behaviour & analytics for accurate demand forecasts. 🔸 Implement demand-driven inventory replenishment strategies. 4️⃣ 𝗦𝗮𝗳𝗲𝘁𝘆 𝗦𝘁𝗼𝗰𝗸 & 𝗕𝘂𝗳𝗳𝗲𝗿 𝗜𝗻𝘃𝗲𝗻𝘁𝗼𝗿𝘆: 🔸 Keep buffer inventory for demand spikes and supply disruptions. 🔸 Calculate safety stock based on historical data and desired service levels. 5️⃣ 𝗖𝘆𝗰𝗹𝗲 𝗖𝗼𝘂𝗻𝘁𝗶𝗻𝗴 & 𝗥𝗲𝗴𝘂𝗹𝗮𝗿 𝗔𝘂𝗱𝗶𝘁𝘀: 🔸 Conduct regular inventory audits to identify discrepancies and maintain accuracy. 🔸 Implement corrective actions to address discrepancies. 6️⃣ 𝗥𝗲𝘁𝘂𝗿𝗻𝘀 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗘𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆: 🔸 Streamline returns with easy online initiation, clear instructions and pre-paid labels. 🔸Efficiently process returns and restock inventory. ✳ 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 ⤵⤵⤵ 1️⃣ 𝗟𝗮𝘀𝘁-𝗠𝗶𝗹𝗲 𝗢𝗽𝘁𝗶𝗺𝗶𝘀𝗮𝘁𝗶𝗼𝗻: 🔸 Partner with multiple delivery companies for diverse services. 🔸 Implement last-mile optimisation for efficient local deliveries. 2️⃣ 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝗰𝗮𝘁𝗶𝗼𝗻: 🔸 Provide customers with access to real-time tracking through online portals, mobile apps, or notifications. 🔸 Send proactive notifications, including order confirmation, shipping updates, and delivery confirmations to keep customers informed. 3️⃣ 𝗗𝗶𝘃𝗲𝗿𝘀𝗲 𝗮𝗻𝗱 𝗙𝗹𝗲𝘅𝗶𝗯𝗹𝗲 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆 𝗢𝗽𝘁𝗶𝗼𝗻𝘀: 🔸Offer various delivery options to suit customer preferences including same-day, next-day, standard, and in-store pickup. 🔸Enable flexible scheduling options, allowing customers to choose preferred delivery time or reschedule deliveries. #logistics #lastmiledelivery #operationalexcellence

Great store execution drives #retailing performance (20-25% of store profits). But have we been going about it all wrong? Many #storeoperations teams today send stores dozens of static tasks each week - often in digital task management tools. But a nice dashboard showing "90% task compliance" can often mask what is really happening in the store. For example, at one large US retailer, 90% of stores marked a POP set as complete...only for the vendor to apologize it hadn't yet sent out the POP! Decades of academic research on this topic shows that "habituation" (i.e., receiving the same static tasks or reminders) makes us much less likely to comply with the request. It all just becomes background noise. Instead, if retailers really want thousands of team members to do something, the research is clear. They need to: 1. De-task: i.e., reduce the volume of tasks as far as possible 2. Personalize: i.e., make each task feel fresh, and tailored to you 3. Explain value: i.e., show the impact of completing that task At Quorso, these principles are at the heart of our approach to #intelligentmanagement. Would love to hear your perspectives on this topic..... #districtmanager #storemanager

Broken Windows, Broken Business: Why the Details Always Matter In Broken Windows, Broken Business, Michael Levine makes one thing crystal clear: if you ignore the small problems in your business, they’ll eventually become big ones. I’ve seen it firsthand after 20+ years in retail operations. A dusty shelf. A flickering light. A half-empty endcap. An unmotivated associate. Each one may seem minor. But together, they tell your customers a louder story: --- “This brand doesn’t care.” And when customers feel that - even once - they often don’t return. Levine writes, “If you want to fix your business, start by fixing the broken windows.” In retail, those “windows” are your stores: the signage, the shelves, the service, and the standards. - Clean, full shelves create trust. - Clear pricing drives confidence. - Well-trained associates create loyalty. - Disciplined execution creates consistency. Retail isn’t just about product. It’s about perception. And customers notice everything. That’s why I believe operational excellence isn’t optional - it’s the difference between a brand that’s thriving and one that’s fading. In a world of endless choice, the tiniest crack can cost you the customer. So if you’re running a retail business, ask yourself: What “windows” are broken - and how long have they been? Have a great holiday weekend.

🚨 Retail inefficiency isn’t a mystery — it’s a systems problem. Most retailers run service, field, and store ops on disconnected platforms. That means every customer request, every field visit, every store task happens in a silo. The cost in wasted time and lost revenue adds up fast. Here’s what’s working right now to close those profit gaps. Enterprises running CSM, RSM, FSM, and Retail Operations together on ServiceNow are seeing the biggest impact: ✅ Customer Service Management (CSM) Resolve issues fast, personalize service, and connect support to the rest of the business. ✅ Retail Service Management (RSM) Streamline communication between stores and HQ. Keep every location aligned with the same processes and data. ✅ Field Service Management (FSM) Get the right person, with the right parts, to the right place — the first time. ✅ Retail Operations (RO) Track store performance, SLAs, and compliance in real time. When these workflows run on one platform: • Stores spend less time chasing answers • Field visits drop because issues are solved before they escalate • Service teams resolve faster with full context from sales and fulfillment If your customer experience feels disconnected, it’s often because the work is disconnected. Connecting CSM, RSM, FSM, and RO is how you fix it. What’s one process you’d love to see unified? #AJUVODeliversNow #NicoleOnNow #ServiceNowCRM #ServiceNowRetail