Retailers have long recognised the value of using customer data to driver operational resourcing decisions. However, increasing wage costs, store closures, channel shift, store automation, home services, fulfilment centre automation and other factors, are combining to present a new phase of workforce planning challenges. For many established retailers, it’s a question of survival and none can afford to ignore the possibilities available from utilising every scrap of data to ensure that highly paid and increasingly highly skilled teams, are fully productive and optimally deployed at all times.