Report: Building for Success at the Firstline of Business

Firstline Workers are the first point of contact between an organisation and their customers. They’re behind the counter, on the factory floor, at the help desk – and they shape the way people view a business, its products and services.

However, Firstline Workers don’t always have access to the right tools to do their job effectively. In this age of digital transformation, we think it’s time we empowered them to achieve more.

“78% of business leaders agree: success requires connecting and empowering Firstline Workers with technology”

Get the Harvard Business Review report

We partnered with Harvard Business Review Analytic Services to examine the importance of Firstline Workers within the context of digital transformation. One of the interesting things we found was that 78% of business leaders agreed that empowering Firstline Workers with technology was critical to success. But less than half of those workers were digitally connected.

With the fast pace of today’s business, nobody can afford to stand still. Our report includes market trends, solutions to increase efficiency and improve customer experiences, and proactive guidance on investing and developing your valuable frontline workers.