Published: 09 September 2024
Frontline workers directly impact customer experience, but organizations often lack analytical insight into their employee experience. Digital workplace application leaders can use the steps in this research to empower frontline workers and deliver end-to-end total experience.
The lack of analytical and sentiment insights to assess operational performance and digital employee experience hinders leaders from understanding how frontline workers impact customer experience outcomes.
It is rare for Gartner to see organizations that effectively link employee and customer journey maps to uncover issues that might result in poor customer experience.
Gartner’s 2022 Frontline Worker Experience Reinvented Survey found that organizations that have increased investment in automation or digitalization saw a significant positive impact in frontline workers progressing to more skilled jobs.
Step 1: Map critical employee journeys by analyzing the touchpoints, sentiments and expectations from the employee’s perspective.
Step
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