Kerlink blog

The 2022 Gartner report “Hype Cycle for Frontline Worker Technologies, 2022” notes that frontline workers cover two categories:

  • “Service workers,” who “primarily spend their time performing client-facing activities. They typically represent the ‘face’ of an organization to customers,” and
  • “Task workers,” who “primarily spend their time performing operational activities. They typically represent the ‘heart’ of an organization.”

“Frontline workers make up the biggest portion of the workforce, estimated at 2.8 billion workers on a global basis.”

However, businesses face difficulties to recruit and retain frontline workers and must cope with the aging of this category of employees. Gartner thus highlights that the “effective use of technology to train and support frontline workers is an important part of addressing onboarding, retainment and recruitment challenges.”

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