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The Employee Experience Chasm Between Frontline And Desk-Based Workers

The recent global disruptions due to the COVID-19 pandemic will impact society, the economy, and policies for a long time. Some systemic risks will only become visible over time. Having an adaptive, flexible, and agile operation is therefore a matter of business survival.

We have already seen many changes, such as a large-scale shift to remote working. But we are also just at the beginning of a fundamental transformation. In this emerging new normal, customers will shop differently, employees will transform the way they work, and citizens will engage with governments differently. Business leaders must not yearn to return to how things were. The new normal requires organizations to maintain flexible remote working policies and the technology infrastructures to support them. This will enable organizations to provide good employee experiences (EX) to all of their workers.

Fujitsu commissioned Forrester Consulting evaluate the state of hybrid/ remote work for desk-based and frontline workers. To explore this topic, Forrester conducted an online survey with 164 HR leaders responsible for EX at global firms that have already established or plan to establish hybrid/ remote workplace models. We found that most firms were not prepared for remote/hybrid work and that they still neglect frontline workers.

Download the Forrester report to: 

  • Gain an understanding of frontline employee experience
  • Understand the challenges HR departments are facing regarding employee experience
  • Uncover the steps to enable employees to work safely from anywhere

Download the Forrester report

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