target audience: TECH BUYER  Publication date: May 2023 - Document type: IDC Perspective - Doc  Document number: # AP50338523

Automation and Productivity Tools for the Frontline Workforce


  • Lily Phan Loading
  • Akshay Arun Gulhane
  • Karthik Umachigi


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This IDC Perspective offers a forward-thinking approach for enterprises to recognize the importance of automation for their frontline workforce. Automation technology offers a range of benefits to frontline workers, directly improving their productivity. This perspective also discusses various productivity tools that are available to frontline workers. Although digital transformation can pose both technological and organizational challenges for enterprises, it is crucial to understand the positive impact of automation on frontline productivity. Ultimately, the frontline workers are the face of the company, and a more productive and motivated frontline workforce can lead to better business outcomes.

Dr. Lily Phan, research director of Future of Work at IDC Asia/Pacific, says "automation is not a replacement for the frontline workforce but rather a tool to enhance their capabilities and allow them to focus on higher-value tasks." She adds that "by leveraging automation and productivity tools, organizations can empower their frontline workers to be more efficient and productive, which can ultimately drive better business outcomes."


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