Talent | Are you Overlooking the Game-Changers? Unlocking the Power of Frontline Workers

By Phil Pringle, XM Consultant, Qualtrics

The escalating discontent among frontline employees poses a critical challenge for businesses. Delving into the issue reveals a disengagement due to lack of appreciation, support, and trust.

Frontline Workers: The Value of “Experience Creators”

The global pandemic highlighted the undeniable importance of frontline workers. As they ensured the continuity of essential services, their role in society and businesses' success became ever more evident. We continue to see their crucial position in shaping company reputation and driving a competitive edge through their daily interactions with customers.

Growing Discontent Among Frontline Employees

Despite their significance, many organisations still treat frontline workers as assets to be managed rather than individuals to empower. Qualtrics' July 2023 research involving 37,000 employees from around the globe underscores the growing dissatisfaction among frontline workers. They're in the fray of being underappreciated, under-supported, and lacking trust in upper management.