For years, we’ve been told that consumer behaviour is changing and that businesses must adopt or go out of business. PwC says the pandemic accelerated workforce transformation even as digital adoption became one of the central tenets of our lives.

Fast forward to 2024, we see a workforce that demands empowerment from their employers. Talent has reached new levels of mobility and workers know this.

In this PodChats for FutureIoT, we look at how technology is reshaping the workforce, and in particular those at the frontlines. To give clarity on the challenges and opportunities that lie ahead, we are joined by Steven Kramer, CEO and Co-founder, WorkJam.

1.       Define for us frontline workforce?

2.       How has this frontline workforce evolved from before the pandemic, during the pandemic, and now post-pandemic?

3.       WorkJam worked with Forrester on a study in 2023 that revealed digital transformation initiatives were not reaching the frontlines. Can you elaborate more on the research findings? 

4.       What are the true business costs/ consequences of poor frontline employee experience (EX) to businesses, particularly in industries like retail, healthcare, manufacturing and logistics?

5.       What tends to be the characteristics of organisations that have more mature digital frontline practices versus those that have low awareness or maturity? Can you highlight industries, particularly in the Asia Pacific region that has higher or lower maturity? 

6.       The Forrester study was done from late 2022 to 2023, what has changed since then? What are the main drivers for the digital transformation of the frontlines today? 

a.       What impedes companies’ adoption of frontline operationalization technologies? 

7.       What is the number one motivation for companies to invest in employee communication, scheduling, task management and learning? 

8.       What are some of the tangible business benefits (top and bottom lines) for customers/employees? (Dollars and Hearts) 

9.       Who should drive this frontline transformation?

10.   What are your thoughts about AI and its use in technologies for the frontline? 

11.   What is your advice for organisations that want to put frontline transformation as an imperative? In addition to the CEO driving this, how should the organisation come together to make it happen?