Why Frontline Workers Must Be Part Of Your Digital Transformation

When you stay at a hotel, your interactions with desk or restaurant staff can be the difference between a great trip or your decision to never return to the property. At a sporting event, the greeter who scans your ticket and helps you locate your seats can set the tone for your entire experience.

“Service workers primarily spend their time performing client-facing activities. They typically represent the ‘face’ of an organization to customers.” , and in the European Union, a labor survey shows there are 45 million. Their sheer size alone makes them important to the varied industries that utilize them.But most technology investments, including human resources and career development tools, focus on enabling salaried workers. This can lead to frontline workers feeling under-supported and as a result, disengaged.

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