Jumpmind, a leading provider of innovative retail technology solutions, today announced the findings of its 2026 AX Insights study.
The study is based on insights from a focus group conducted to understand the voice of the store associate, supervisor and manager, to uncover the challenges faced when interacting with shoppers in the store, and how new tools and technologies such as AI are reshaping their respective roles.
Understanding the work environment and the challenges of retail associates is important. Especially as research by Retail Systems Research (RSR), sponsored by Jumpmind, shows that 85% of retailers view physical stores as their primary target for growth. Standing at the front lines of the retail enterprise, associates are important brand ambassadors, but they can struggle due to frustration and overwhelm, and a lack of empowerment and well-being.
One study showed 72% of frontline workers have been exposed to incidents of customer incivility. Another showed 55% of retail workers report experiencing burnout due to repetitive tasks, understaffing, and rising customer demands.
An understanding of the associate experience is crucial to guide design considerations and capabilities for Point of Service (POS), which in recent years have evolved from a checkout tool to a full-store service hub, and the quintessential operating system for associates.
An Information Gap Has Set Up Shop on the Sales Floor. Associates are expected to deliver expert, personalized and consultative service but often lack the data to do that. This is a technology issue, not a training problem.
Associate Cognitive Overwhelm Becomes a Customer Experience Problem. When technology adds complexity instead of reducing it, it becomes a distraction that takes the associate focus away from serving shoppers. The best associate tools feel invisible; the worst ones become one more thing to manage.
AI Should Work for Associates, Not the Other Way Around. AI is being put to work in the store, but AI that requires an associate to stop and interact with it during a live customer conversation isn’t helpful. Pre-generated, contextual insight that helps associates do their jobs better is the difference between AI that empowers and AI that interrupts.
“Our most recent research delves into a ‘day in the life’ of a store associate,” said Lauren Cevallos, Director of Strategy and Customer Success at Jumpmind. “Most retail technology vendors design their offerings with input from IT and Operations professionals as well as C-suite stakeholders. They rarely include retail associates who use the product every single day, standing on a sales floor in the midst of a customer interaction.
“We strongly believe the best retail technology is developed with the input of the associates it serves. This research uncover the psychological dimensions of the associate role. Associates want to feel confident, competent and credible in front of a customer; modernizing Point of Service can elevate the associate experience in myriad ways.”
About Jumpmind
Jumpmind is a leading provider of innovative retail technology solutions. Our cloud-native, mobile POS platform empowers retailers to streamline operations, enhance customer experiences, and achieve sustainable growth. With a future-proof architecture and a focus on delivering exceptional value to our clients, Jumpmind is committed to shaping the future of retail technology. Jumpmind powers inspired in-store experiences for a growing list of leading retailers, including American Eagle Outfitters, Bath & Body Works, Build-A-Bear Workshop, DTLR, Petco, Reitmans Canada Ltd., Shoe Palace, The Paper Store, Landmark Group, and The Vitamin Shoppe. Learn more about Jumpmind at www.jumpmind.com.
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