How do we transform the Frontline Experience to improve productivity?

Executive Summary

The workforce management market is expected to grow from $8 billion in 2023 to $10 billion by 2028.  Workforce management AI- driven technology is becoming critical due to the need of meeting customer demands, increasing operational excellence and improving productivity.

Current state

Given the current economic environment, in the last few weeks I met with HR technology vendors and clients and here is what I gained from those conversations:

• Approximately 70 % of the current US workforce is concentrated in frontline jobs
• Frontline workers have less favorable employee experience vs corporate employees
• Limited opportunities around career mobility, skill development and access to promotions
• Big gap around sense of belonging, well-being and inclusion
• No clarity around skill-development to have access to higher-pay jobs
• Complex frontline experience since minority groups have different expectations and aspirations
• Frontline technology is outdated and not integrated

Technology ecosystem

Leading HR technology players saw the opportunity to address some of the gaps listed above:

• Microsoft launched its new frontline workforce management offering with new tools and integrations to improve experience, communications and productivity. See news HERE.
• UKG and Google joined efforts to create generative AI solutions. See news HERE.
• WorkStep launched its conversational AI tool for frontline feedback. See news HERE.
• ServiceNow launched its new skill intelligence offering for employee development. See news HERE.
• Beeline acquired Utmost to address the complexity of managing the shift-based and extended workforce. See news HERE.
• WorkJam and Beekeeper raised $50M respectively to accelerate frontline digital experience. See news HERE and HERE.

The slide below provides a high-level view around frontline capabilities and technology ecosystem

The slide below provides a high-level view around frontline capabilities and technology ecosystem

Looking Ahead

How do we improve the frontline experience?

1. Assess frontline workforce needs

2. Reimagine the frontline experience (persona-led)

3. Establish future-looking frontline technology blueprint

4. Build a 3-year roadmap

Keep in mind that technology by itself won’t solve your frontline workforce challenges. There are other aspects such as culture, leadership and wellbeing that need to be addressed as well.

Does this make sense? I would like to hear your thoughts

More to come! Stay tuned.

Note: All views expressed in this article do not represent the opinions of any entity whatsoever with which I have been, am now, or will be affiliated. My opinions are my own.