The report suggests that workers and managers are misaligned on how to address understaffing and burnout, the two issues that both groups agree are the top disruptors facing the frontlines today. The study reveals eight key insights:

Frontline managers are critical intermediaries, but they are overburdened and burning out.
The fundamental needs of workers aren't getting met, because there is a misalignment on what matters most.
Fractured communication is prevalent in frontlines, and it is negatively affecting everyone.
Unstructured feedback is eroding the frontline's trust and willingness to share.
Technology is valued, but it is too focused on operationalizing and not focused enough on enabling.
Efficient execution is an indicator of an enabled frontline, but the drivers to get there are changing.
Training is functional but dated and needs to better align with frontline enablement.
Outlook is positive but guarded, especially at the frontline level.

One disconnect uncovered in the study shows corporate leaders advocating for initiatives that target community and culture, while workers are still struggling with more fundamental needs around livelihood and stability. Nearly half of managers, for example, are burned out on a daily basis. Considering that 80% of frontline workers rely on their manager for information, the data suggest these industries are nearing a breaking point. Yet, only 39% of frontline workers say their companies invest in technologies to meet their needs.

Instant Insights /

Disconnect between C-suite and frontline workers contributes to higher turnover, study finds

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