During the National Retail Federation's 2020 BIG Show, host Alicia Esposito had the chance to sit down with Bob Phibbs, the Retail Doctor, and Carol Leaman, CEO of Axonify. While the conversation was insightful, zeroing in on the fact that associates were tasked to do more than ever, the current situation has completely re-framed the conversation. That is why Alicia caught up with Bob and Carol to expand upon their first conversation, and dig into some of the new realities of workforce engagement and empowerment. Listen in to get Bob and Carol's takes on:

• The future role of the store associate;
• The greater need for a breadth and depth of employee training;
• Whether curbside and other fulfillment models will shift workforce priorities; and
• Why empathy training and soft skills are more important than ever.

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