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.
These workers are often called frontline workers, so named because they sit on the frontlines of most industries: retail workers, flight attendants, bank tellers, field technicians, restaurant workers, and nurses. They are the face and heartbeat of your organization—the people behind the counter, on the phone, building products, and running day-to-day operations. They are the first ones to represent your brand and engage customers, and their interactions can have a huge impact on how customers perceive your company.
Understanding the Frontline Worker
Frontline workers are often overlooked when companies focus on areas such as employee experience and career growth opportunities, yet their needs are just as important for organizations that want to increase productivity, reduce turnover, and boost engagement. In other words, every company out there.
Gartner has researched and written about frontline workers and the technologies they use. According to “Hype Cycle for Frontline Worker
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