I recently attended NRF 2025: Retail’s Big Show in New York City, where industry leaders showcased cutting-edge innovations and discussed the future of retail. Presenters covered a variety of themes, including automation, customer journey visibility, AI-driven efficiencies, and sustainability opportunities.

Amid all these insights, a few key discussions stood out—particularly those addressing shrinkage, customer experience, and workforce challenges. These conversations highlighted important trends and opportunities that could shape how field service companies support retailers in the years ahead. Here are a few key takeaways from the event.

Addressing shrinkage and workforce turnover

NRF 2025 highlighted challenges in the retail workforce, including high turnover and operational inefficiencies that contribute to shrinkage. For some retailers, shrinkage can cost up to 1.4% of annual revenue. Beyond inventory loss, shrinkage also includes wasted time, inefficient service coordination, and delays in technology rollouts, all of which can impact the bottom line.

At the same time, workforce instability remains a major hurdle, with turnover rates in retail reaching as high as 60% in some roles. This constant churn makes it difficult for retailers to maintain consistent service levels, especially when it comes to store operations, technology installations, and equipment maintenance.

This is where field service providers can play a critical role. By leveraging on-demand technicians alongside full-time labor, field service providers can help retailers quickly fill gaps in service needs—whether for store remodels, technology deployments, or ongoing maintenance. As demand in retail fluctuates, the ability to quickly connect with qualified independent technicians will be key to maintaining seamless operations and meeting customer expectations.

Visibility and tracking: a growing opportunity for field service companies

Retailers are investing heavily in digital product passports (DPP) and RFID technology to track inventory, reduce waste, and improve sustainability. This increased emphasis on real-time visibility extends beyond retail operations. Many retailers are looking for trusted field service partners who can implement, maintain, and support these systems.

Demand for enhanced visibility and tracking presents an opportunity for field services companiesto provide essential installation, maintenance, and troubleshooting services. By deploying RFID tracking systems and installing smart inventory management tools, field service companies play a critical role in bridging the gap between technology adoption and real-world execution.

AI-driven smart technology

Despite workforce challenges, retail sales in the U.S. are growing by 3%, reaching $8.5 trillion, driven in part by the rapid adoption of AI-powered solutions that enhance efficiency and profitability. As retailers integrate AI into their operations—from smart inventory management to automated scheduling tools and predictive maintenance—they need skilled field service providers to help deploy, install, and support these technologies.

This shift creates a growing demand for field service companies that can implement AI-driven retail technologies, including:

• Installing and maintaining self-checkout systems, digital signage, and AI-powered kiosks.
• Deploying and servicing smart inventory tracking systems that leverage RFID and computer vision.
• Supporting automated scheduling and workforce management systems for retail stores.

Looking ahead: The future of field service in retail

NRF 2025 highlighted how quickly technology is changing the retail industry, from AI-driven automation to real-time tracking and workforce optimization. As retailers continue to adopt these advancements, the demand for skilled field service support will only grow.

There was a lot to learn at the event, but one thing is clear—in retail, the intersection of technology and customer service is more important than ever. Field service companies will be instrumental in implementing, maintaining, and optimizing these innovations to enhance operations and customer experience.

Learn how Field Nation can help you meet the demands of your retail customers!