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Shape the Frontline Employee Experience

Think outside the desk to listen and improve the employee experience for all.

Many employee experience strategies are designed based on assumptions that do not reflect frontline realities such as limited access to digital platforms, shift-based work or irregular schedules, and variable physical work environments. As a result, employee experience efforts often fail to reach frontline teams.

Executive Summary

Critical Insight

Frontline workers don’t just support essential operations; they fuel its success through every product built and customer served. Designing the employee experience around the needs and daily realities of these workers is the key to powering high-performance and resilience that keeps organizations and society running smoothly.

Impact & Result

  • Tailoring employee experience tactics to frontline employees’ needs strengthens connection across the organization, enhancing talent engagement, performance, and retention.
  • Effective implementation and iteration of frontline employee experience tactics builds trust, sustained engagement, and commitment to the organization, which in turn contributes to positive organizational outcomes such as improved customer experience and growth.

Research & Tools

2. Select and tailor employee experience tactics

Choose, tailor, and define metrics for frontline employee experience tactics aligned with experience goals.

3. Implement tactics and plan for iteration

Prepare for implementation with clear accountabilities, communications, and an evaluation plan to sustain the frontline employee experience.

Shape the Frontline Employee Experience enlarged preview