{"id":34588,"date":"2023-10-12T13:35:49","date_gmt":"2023-10-12T13:35:49","guid":{"rendered":"https:\/\/brandonhall.com\/?p=34588"},"modified":"2023-10-12T13:36:37","modified_gmt":"2023-10-12T13:36:37","slug":"providing-frontline-workers-with-the-digital-tools-they-need-to-thrive","status":"publish","type":"post","link":"https:\/\/brandonhall.com\/providing-frontline-workers-with-the-digital-tools-they-need-to-thrive\/","title":{"rendered":"Providing Frontline Workers with the Digital Tools<\/ br>They Need to Thrive"},"content":{"rendered":"

\"\"<\/p>\n

Frontline workers \u2014 who account for approximately 80% of the workforce \u2014 use on average about 1% of their organization\u2019s technology budget, according to various estimates.<\/p>\n

Let that sink in.<\/p>\n

Frontline workers \u2014 variously identified as \u201cdeskless,\u201d \u201coffline\u201d or \u201cessential\u201d \u2014 regularly interact with customers, make sales, provide services and handle day-to-day operations. They are the face of the business and directly impact customer satisfaction and loyalty. But they have fewer tools and less voice than their more integrated and connected corporate peers.<\/p>\n

\u201cI was at an airplane manufacturing company recently and they\u2019re still building planes using paper instructions and doing QA (quality assurance) using paper instructions,\u201d said Ron Xavier<\/a>, Technical Business Development Executive, Microsoft Global Center of Competency for Kyndryl Digital Workplace Services.<\/a><\/p>\n

As incredible as that sounds, the situation at that airplane manufacturer is not unusual. Manufacturers struggle more than retail and hospitality, for example. But many frontline workers across all industries are stuck using outdated systems and processes that hamper productivity and negatively impact their employee experience.<\/p>\n

In the 2023 Employee Experience Study<\/em> by Brandon Hall Group\u2122,<\/a> only 40% of employers said they have the right technology for their frontline workers to successfully navigate the workplace. Only half said they have tools to help employees adopt all the various technologies that are used in the workplace.<\/p>\n

However, more employers are recognizing they must do better. Almost three-quarters (73%) of respondents to our study said it is important to use innovative technologies to support employee productivity and efficiency.<\/p>\n

\"\"<\/p>\n

Changing the Status Quo<\/strong><\/p>\n

Frontline workers are often mobile or work out of multiple locations where it can be difficult to access devices and internet connectivity. Their jobs require specialized software and applications to access customer data, check inventory, submit orders, manage projects and more. They deal with customers face-to-face and need technologies that enable quick access to information to resolve issues on the spot.<\/p>\n

Kyndryl<\/a>, the world\u2019s largest provider of IT infrastructure services, and Microsoft<\/a> have a strategic alliance to deliver state-of-the-art solutions to help customers accelerate hybrid cloud adoption, modernize applications and processes, support mission-critical workloads and enable modern work experiences.<\/p>\n

Kyndryl\u2019s Xavier and Noel Pennington<\/a>, Director of Partner Strategy for Microsoft Cloud for Retail, are evangelists in this space. They are passionate about the need for employers to invest in technology that empowers frontline workers to increase their connection to the business and improve their engagement, productivity and efficiency.<\/p>\n

\"\"<\/p>\n

\u201cI am a retail guy,\u201d Pennington said. \u201cRetail wants to spend $6 on technology per user per year. They don\u2019t see the value of technology to drive all their initiatives and goals. Companies are missing the boat on the minimum tech spend they need to move the needle.\u201d<\/p>\n

A Microsoft Work Trend Index special report<\/a> on frontline workers and technology, published last year, found that frontline workers are at an inflection point. No one felt the burden of the disruption from the pandemic more than the two billion frontline workers around the globe. They\u2019ve kept grocery stores stocked, ensured the power grid stayed up and running, provided essential healthcare services, and made and distributed the products the world depends on \u2014 all while weathering personal risk and ongoing disruption.<\/p>\n

The Microsoft report found that frontline workers will consider a job change for better pay and benefits, work-life balance, and flexibility. Technology plays a big role in enabling all that. Plus, 63% of frontline workers are excited about the job opportunities that technology creates and technology ranks third on the list of factors that workers say could help reduce workplace stress, the Microsoft report shows.<\/p>\n

\u201cI think tools like Microsoft Teams and Viva allow companies to onboard employees quickly and integrate workers very quickly,\u201d Pennington said. \u201cIf you don\u2019t have tools and technologies that help you do your job \u2013 whether you work at McDonald\u2019s or Home Depot, or installing windows or whatever, it\u2019s difficult for workers to feel connected.\u201d<\/p>\n

Digital Tools Have High Impact<\/strong><\/p>\n

Technology options abound \u2014 mobile apps, wearables, instant messaging, video conferencing, assistive technology, real-time data and analytics, and much more. The key is selecting the right tools for the right environment.<\/p>\n

When frontline employees are equipped with user-friendly, mobile-enabled technologies tailored to their specific environment, roles and workflows, there are many benefits:<\/p>\n