Today, there are more than two billion Firstline Workers, who are often a customer’s first point of contact, making them the first to represent a company’s brand. Microsoft partnered with Harvard Business Review Analytic Services to survey the roles and importance of the Firstline Workforce within the context of digital transformation.
Of the 383 business leaders who responded to the survey:
- 78 percent responded that connecting and empowering Firstline Workers is critical.
- 67 percent think increased efficiency is their top driver.
- 60 percent will adopt advanced analytics in the next two years.
Read the full analysis of the survey, Building for success at the Firstline of business, to learn more.