A recent progressivegrocer article referred to 2020 as “a year of feverish activity for training and development” in supermarkets due to new job functions and tasks brought on by a public-health crisis.
However, the piece went on to suggest that an even greater need for employee training will emerge this year, because “the pandemic accelerated technology’s impact on innovation and created all manner of new and elevated shopper expectations that front-line employees must satisfy.”
The article referenced a study by The Center for the Future Work, which included data on the extent to which algorithms and artificial intelligence (AI) are permeating businesses of all types (73%).
“What we once thought of as the future of work has now become the ‘now of work,’” the article said, and suggested more training around analytical skills will be needed going forward.
However, despite the wide-spread use of AI in supermarkets, the human touch still drives the customer experience. “Humans will continue to add value and be valuable by upskilling — having skills and capabilities that cannot be supplied by even the smartest of machines,” the report noted.