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Assigned learning that reaches the frontline
New research reveals where today's frontline employee experience falls short, and the opportunities defining what's next.
Quantifying the barriers to finding answers, trusting them, and getting work done.
More than 50% of frontline employees receive critical company news and information across six or more channels, and 27% say that information is moderately to very inconsistent across those channels. Channels don't always add up to a clear picture, leaving employees to piece together what matters and determine which updates apply to their work.
71% of employees encounter conflicting, outdated, or unclear information at least a couple of times a month, including 35% who hit these problems a few times a week or more. Finding information doesn't resolve the uncertainty if it's wrong or contradicted elsewhere, so 42% turn to coworkers or managers for help — turning information gaps into additional demands on people's time.
48% report lower productivity or operational efficiency, and 44% report greater risk of errors, quality issues, or missed deadlines — with another 43% citing slower decision-making. The consequences extend beyond frustration: with just 23% feeling fully supported by their information and tools, the findings reveal an information experience that leaves many frontline employees struggling to work effectively.
Too many channels. Conflicting answers. Disconnected tools. Experts discuss the signals that organizations are stuck in a fragmented frontline experience, and what greater maturity looks like.
A simpler way to get what they need and get on with the job.
A clear next step
46% want one place to see tasks, required actions, and what needs to happen next.
Answers with guidance
47% want AI-powered answers about work, policies, and procedures, with step-by-step guidance when needed.
Learning within reach
36% want easy access to training, learning, and job-related information.
say a single app bringing together work activities and information would have a high or very high impact on their ability to do their jobs effectively.
Further reading on frontline superapps, AI at work, and what it takes to make information trustworthy for the whole organization.
What do experts in the industry think about trust, governance, and frontline experience?
In the Workplace Rewrite, seasoned experts with decades of experience deliver bi-weekly perspectives about what’s working, what’s breaking, and what matters most for employee experience in the age of AI.
Read more
What’s the best AI assistant for frontline teams?
A governed AI assistant built into your employee experience platform beats a bolt-on chatbot for one team or task — it answers correctly for the person asking and lets Ops, Comms, and HR reach the same worker without a second system down the line.
Read more
How can organizations close the AI gap and create real impact?
AI’s promise depends on employees’ ability to use it confidently. Explore how organizations can build trust, put better answers in frontline employees’ hands, and turn AI investment into everyday impact.
Read moreStaffbase experts unpack the findings behind The Frontline Experience in 2027, and discuss what they mean for the future of frontline work.
Explore what it takes to turn fragmented information, channels, and tools into an experience built around getting work done. The Frontline Experience in 2027: Closing the Information Gap
