Including your Firstline workforce in your digital transformation
In a successful digital transformation, every employee must be completely on board, from executives to Frontline Workers, i.e. those workers who interact with customers, build and test products, or ensure operations run smoothly. Almost every industry depends on them, especially those such as manufacturing, retail, food services, travel, hospitality and healthcare. And because Frontline Workers are on the front lines, they play an especially important role in any digital transformation journey.
Making Frontline Workers part of your digital transformation is, in one sense, straightforward: give them the tools they need to do their best work, train them well, create and reinforce a culture that includes them in communications, and keep everything secure on any device they need to use.
However, the successful transformation doesn’t just happen. As organisations commit to digital transformation, they must invest in the same areas – people, processes, technologies and tools – for Firstline Workers as they do for all of their other employees. Overall, the challenge is about finding new ways to empower all employees to do their best work, but it is important to realise that Frontline Workers require particular focus.
The benefits of digitally enabling Frontline Workers
Firstline Workers are an essential part of the digital transformation that strategic decision-makers take on, but they’re typically far removed from those decision-makers themselves. Forward-thinking business leaders realise they need to extend their digital efforts to focus on the unique needs of this sector of their workforce. In fact, the vast majority of respondents to a recent global survey from Harvard
Business Review Analytic Services (Building for Success at the Firstline of Business, Harvard Business Review) believe that digitally enabling their Firstline Workers will be essential to their organisation’s success in the future.
Your Firstline Workers are at the forefront of your business, and they’re uniquely positioned to benefit from the digital transformation. Make sure they’re at the forefront of your digital transformation strategy.
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