Business transformation is a strategic imperative for organizations facing macroeconomic volatility and rapidly evolving business models, employee requirements, and customer preferences. To become more agile and promptly address market challenges, organizations are investing in digital technologies, including advanced communications and collaboration solutions, that power operational efficiencies and employee engagement.
However, digital transformation projects often fall short of delivering desired outcomes due to their limited scope or poor alignment with diverse employee requirements. Digital tools must be tailored for different job roles, workflows, and environments to deliver strong benefits and a high return on investment (ROI).
Frontline workers are the backbone of most organizations—they are responsible for ensuring top-quality products and services and excellent customer experiences. Yet they must often make do with business communications solutions designed primarily for desk- based knowledge workers. In fact, it has been commonly accepted that frontline workers are difficult to reach while performing their job tasks because of their limited access to business communications tools.
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