As retail industry comes out of a disruptive year, managing the workforce, reskilling people at scale and managing costs has become a key imperative for retailers across the globe and more so in the United States. An agile workforce with cross-skilled associates can drive not only retention and productivity, but also enable new opportunities for engaging customers. However, this requires sustained investment in people, processes and tools across the lifecycle of customer and people engagement.  Wipro has worked with global retailers to enhance their workforce agility, giving them the right competitive edge to navigate the retail disruption.