J. P. Gownder, VP, Principal Analyst

Show Notes:

Frontline workers have an obvious role in the customer experience, but frontline work has changed a lot in the last five years. VP, Principal Analyst J. P. Gownder discusses the headwinds frontline workers face and the role that leaders need to embrace to be forward-thinking in how they drive effectiveness. We discuss: 

  • What are key trends in frontline work, and why do they matter? 
  • What challenges do frontline workers face, and how do they impact the customer experience? 
  • What are forward-looking leaders doing to improve employee experience and effectiveness? 
  • How will AI impact frontline workers and, in turn, customer experience?