The retailers able to deliver a consistent customer experience are the ones that are able to succeed, Knaul noted. Specifically around workforce management, retailers often are not optimizing their schedules and balancing the store workload. You need to get store managers executing consistently to deliver on the promise a successful customer experience, he explained. SMK is working with a number industry partners to promote workforce management through a 2014 webinar series. Those partners include Empower Software, The Connors Group and Opterus.