Best Practice Report

A Human-Centered Frontline Workforce Strategy Allows All Stakeholders To Thrive

Frontline EX Adds To Your Firm’s Success, Rather Than Subtracting From It

August 29th, 2022
James McQuivey, PhD, VP, Research Director
James McQuivey, PhD VP, Research Director
Nick Monroe, null
Nick Monroe
With contributors:
Keith Johnston , J. P. Gownder , Christina McAllister , Anjali Thomke , Tyler Castro , Rachel Birrell

Summary

In the US, neither frontline workers nor their employers are happy with current employee experience (EX) investments or outcomes. This report explains the pain points that employees and businesses face, illustrates some of the solutions that firms have attempted, and provides human-centered recommendations that apply across all sectors of the frontline workforce.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.