target audience: TECH BUYER  Publication date: Sep 2023 - Document type: IDC Perspective - Doc  Document number: # US49960723

Changing Perspectives on the Frontline Worker: The Impact of Technology, Skills, and Automation


  • Anu Mehta Loading
  • Amy Loomis, Ph.D. Loading


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This IDC Perspective offers a forward-thinking approach for enterprises to recognize the importance of technology for their frontline workforce. Frontline workers often face unique technological and organizational challenges. This IDC Perspective discusses various tools and technologies that are available to frontline workers to be innovative and productive. These are just a few examples of how organizations are finding new ways to equip and empower frontline workers. Just like with information workers, flexibility and the right tools are critical components to success. But if the COVID-19 pandemic has taught leaders anything, it's to remember to put people — all people — at the center of every decision they make. Happy frontline workers, who are the face of the company, lead to better business outcomes.

"Organizations are aiming to enhance their frontline experience by offering them training tools and technology to better manage how they work, providing them with flexibility and enhanced employee experience. It is imperative for frontline workers to be able to connect and collaborate across their organizations, just like knowledge workers," says Anu Mehta, senior research analyst at IDC's Future of Work practice.


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