Changing Perspectives on the Frontline Worker: The Impact of Technology, Skills, and Automation

Executive Snapshot

• Figure: Executive Snapshot: Future of Work for Frontline Workers

Situation Overview

• IDC's Future of Work Model and the Frontline Worker

• Figure: Future of Work Framework

• Who Are the Frontline Workers?

• Frontline Workers Pain Points

• Decision Makers Are Now Connecting Frontline Employee Experience to Business Success

• Figure: Most Important Business Outcomes Organizations Seek from Their Work Transformation Initiatives

• Strategies to Deliver Positive and Connected Experiences for Frontline Workers

• Providing the Right Tools and Technologies to Frontline Workers

• Figure: Technologies to Support and Engage Frontline Workers

• Training Frontline Managers to Become Frontline Leaders

• Skills Development and Training Opportunities for Career Advancement

• Impact of Automation on Frontline Skills and Productivity

• Figure: Areas That Best Improve Employee Experience for Front Lines

• What Are Digitally Mature Businesses Doing Better to Transform the Frontline Experience?

• Figure: Organizations with High Maturity Scores Are Adopting Technologies Specifically for the Front Line

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• Related Research

• Synopsis