In today’s environment, having the right technology for workforce planning in retail is essential for running an efficient and competitive operation. Making sure the right person is in the right place at the right time not only enhances the customer experience but also optimizes costs, reduces unnecessary overtime, and improves team performance. It enables managers to make data-driven decisions, adapt staffing in real time, and better align labor with fluctuating demand, all of which are crucial in today’s dynamic and omnichannel retail landscape.

However, technology alone does not guarantee success. According to McKinsey, nearly 70% of digital transformation initiatives fail to reach their full potential due to poor change management. That’s why, for a retail workforce planning solution to have a real and lasting impact, it must be supported by a well-structured change management strategy. Without employee buy-in and clear communication, even the most advanced tools can fall short. This is key to ensuring the adoption of technology and its effective integration into daily operations.

Technology and people: the essential balance

As highlighted by the Harvard Business Review, the absence of data-driven change management makes it hard for retailers to justify their technology investments. Therefore, the adoption of new tools must be strategic and aligned with the company’s broader goals. Success lies in putting the team at the center of the process, with a strong focus on internal communication: it’s not just about training people on the tool, but also about explaining the reasons for the change, the expected benefits, and how it will affect each individual.

Transparent, ongoing communication builds trust and accelerates the adoption of digital systems. Companies that combine innovative technology with effective change management gain greater operational visibility and build more motivated, aligned teams that understand their role in the company’s success. They are also better equipped to respond to disruptions, improve collaboration across departments, and retain talent in a highly competitive labor market.

The impact of strategic workforce planning in retail

Retail is known for its strong seasonality, frequent campaigns, and intense competition. In this context, having a flexible and committed team allows for agile responses to unforeseen challenges, product launches, or demand spikes. Effective workforce planning in retail, supported by digital tools and strong change management, gives organizations an adaptive capability that traditional methods simply can’t match. It turns workforce planning from a reactive process into a proactive strategy, helping retailers stay ahead of the curve.

Orquest is a clear example of this. Beyond offering an advanced AI-powered workforce planning solution that optimizes store operations, Orquest also provides ongoing support from the outset to help retail teams manage the change process. This support, delivered by a multilingual and industry-savvy Customer Success team, ensures a smooth transition and maximizes the value of intelligent planning from day one.

The results are quickly noticeable: improved customer experience by avoiding queues and delays, and cost optimization thanks to proper staffing coverage that reduces overtime and unexpected absences. These benefits are reflected not only in financial performance, but also in brand perception and the loyalty of both customers and employees. With measurable outcomes and long-term impact, workforce planning becomes not just a necessity, but a competitive advantage.

Workforce management as a pillar of digital transformation

Today, workforce planning in retail is much more than an administrative task — it is a strategic lever for building resilient organizations capable of adapting quickly to market changes while always delivering the best customer experience. By combining solid planning with people-focused change management, retailers optimize their current resources and prepare for future challenges.

Ultimately, workforce management is consolidating its role as a foundational pillar of digital transformation and a key differentiator in an increasingly competitive industry.