AI scheduling in retail: Addressing efficiency, compliance and employee satisfaction challenges in the UK

Retail leaders in the UK currently face a critical challenge – balancing efficiency, compliance, and employee satisfaction amid a myriad of labour shortages, shifting consumer expectations and post-Brexit workforce regulations.

In the chaotic modern business world, those traditional workforce management approaches that once cut the mustard are no longer sustainable. Outdated scheduling methods are leading to high costs, poor employee retention, and, perhaps most essentially, inconsistent customer experience. However, it’s not all doom and gloom. There’s a powerful solution to this conundrum: AI-powered workforce management. AI offers a new way forward, transforming how retailers operate at scale.

Among the companies pioneering this shift is Orquest. With its Retail Smart Planning solution, Orquest is at the forefront of revolutionising workforce management. The company has some heft behind it; it was recognised with the Retail Technology Show 2024 Innovation Award and last year’s AI Project of the Year at the Retail Systems Awards. In essence, Orquest effectively enables retailers to optimise all that complex workforce planning in minutes, rather than days. The company’s AI-driven scheduling takes into account customer demand patterns, compliance requirements and employee preferences, to create schedules that improve efficiency, cut costs, and enhance both employee satisfaction and customer experience. In comparison, legacy scheduling systems and manual processes often lead to inefficiencies that drive up costs and frustrate employees.

However, before you can take advantage of the solution, you first must identify the problem. What are the biggest challenges that retailers are facing, and how can they be solved effectively? Below you’ll find five key strategies for mastering operational efficiency in UK retail, and the ways in which Orquest’s powerful solutions are leading the charge.

1. Navigating the omnichannel challenge with AI-driven workforce management

The rise of omnichannel shopping has placed unprecedented demands on store operations. Customers now expect seamless service across digital and physical channels, requiring retailers to optimise staffing levels across in-store fulfilment, click-and-collect, and traditional sales floors. This has made workforce planning more complex than ever.

Orquest’s AI-powered and people-centric approach to workforce management is changing the game. By analysing transaction patterns, customer footfall, and demand trends, AI-driven scheduling ensures the right employees are assigned to the right tasks at the right time. This reduces inefficiencies caused by overstaffing or understaffing, leading to improved service levels and higher conversion rates.

“Retail in 2025 will be defined by businesses that use AI to empower employees and meet evolving customer needs,” says Alberto Del Barrio, chief executive and co-founder of Orquest.

2. Strengthening compliance in a post-Brexit retail landscape

The UK’s shifting regulatory environment presents a growing challenge for retailers. Brexit has resulted in new employment laws and visa restrictions, affecting workforce availability and compliance requirements. Retailers operating across multiple locations now face increased complexity in ensuring schedules adhere to regional labour laws.

Orquest’s smart retail scheduling automates compliance by embedding labour laws, contractual agreements, and working time regulations directly into the scheduling process. This eliminates the risk of errors, prevents costly fines, and enhances corporate social responsibility. With automated compliance checks, managers can focus on strategic decision-making rather than manually verifying workforce regulations.

3. Leveraging AI for demand-driven workforce optimisation

Labour costs are one of the largest expenses for UK retailers. Traditional scheduling methods, which rely on historical averages or manager intuition, often lead to inefficiencies – either inflating costs through overstaffing or damaging customer experience through understaffing.

However, Orquest’s AI-driven forecasting transforms scheduling by analysing real-time data, including sales trends, external factors like weather patterns, and store traffic. This enables precise staffing adjustments, ensuring that peak hours are covered while reducing unnecessary labour spend during quieter periods.

A recent McKinsey report found that AI-powered workforce management can reduce labour costs by up to 5 per cent while increasing productivity by 17 per cent. Leading retailers leveraging Orquest’s predictive scheduling have seen measurable improvements, including an uplift in employee engagement and a significant reduction in last-minute shift changes.

4. Retaining talent through smarter, employee-centric scheduling

Labour shortages remain a pressing issue for UK retailers. High employee turnover and unpredictable schedules contribute to disengagement, absenteeism, and increased hiring costs. A key to retention is offering fair, transparent, and flexible scheduling that aligns with employee preferences while meeting business needs.

Orquest’s solution takes into consideration employee wellbeing by generating optimised schedules that consider worker availability, skill levels, and personal preferences. This results in higher job satisfaction, lower turnover, and a more motivated workforce. The solution also allows employees to request change easily, reducing burnout and providing greater control over work-life balance.

Javier Lafuente, chief product officer and co-founder of Orquest, explains: “Businesses need the flexibility to respond quickly to market changes while also fostering a positive and productive work environment. Trusted by leading retailers worldwide, such as Dior and H&M, Orquest’s AI has been developed and refined over years with an innovative, people-centric approach, achieving the complex task of balancing store and business needs with employee demands and customer expectations     ”

5. Enhancing customer service through skill-based workforce planning

Customer experience is a crucial differentiator in UK retail. Long queues, lack of in-store support, and poorly timed staff breaks can significantly impact brand perception. To maintain high service levels, retailers need to ensure the most skilled employees are available during peak periods.

Orquest goes beyond demand forecasting by also factoring in employee skills and expertise. By assigning the right staff to the right tasks – whether in personal styling, technical support, or checkout management – retailers can enhance the in-store experience and drive higher sales.

The future of workforce efficiency in UK retail

The next phase of retail success will not be dictated by cost-cutting alone, but by strategic workforce management that blends efficiency with flexibility. As UK retailers continue to grapple with omnichannel demands, shifting labour laws, and the ongoing challenge of talent retention, the winners will be those who can adapt their workforce strategies.

AI-powered workforce management isn’t just a theoretical advantage – it’s already driving measurable improvements across the industry. Retailers leveraging predictive scheduling, automated compliance, and intelligent shift allocation are reducing costs, improving staff satisfaction, and delivering seamless customer experiences. Those who delay risk being left behind in a rapidly evolving landscape.

It’s solutions like Orquest that are enabling this transformation. By providing AI-driven workforce optimisation that works in real time, it ensures retailers stay ahead of demand, compliance challenges, and shifting employee expectations.

Realistically, the question isn’t whether retailers should embrace AI-powered workforce planning – it’s how quickly they can do so.

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