WX trends: Frontline workers’ silent struggles (and how AI could help)
Our workplace experience (WX) trends series looks at recent news articles, videos, social media posts, and thought leadership pieces on workplace experience. You’ll also hear from our experts on what’s trending.
This week in WX trends, we learn about a study stating that frontline workers are not asking for mental health help. Next, frontline staff and executives have differing views when it comes to pay fairness and more. How far apart are they? Finally, how technology – including AI – is helping the frontline.
They have mental health needs, but frontline workers don’t typically ask for help
A recent study by meQuilibrium (meQ) highlights a troubling disconnect between the mental health needs of frontline workers and their awareness and use of employer-provided mental wellbeing benefits.
Although frontline workers face higher rates of anxiety and depression — 33% and 61% more, respectively — compared to non-frontline employees, they are significantly less likely to seek help. This reluctance is partly due to a lack of awareness about available benefits and the challenges of scheduling appointments during irregular hours.
Brad Smith, Chief Science Officer at meQ, emphasizes that the demanding nature of frontline roles — dealing with difficult customers, irregular shifts, and limited job control — contributes to higher stress levels and burnout. However, frontline workers often do not acknowledge their struggles, with many claiming they don’t have a problem or opting not to seek help even when they do.
The study suggests that while frontline workers show greater improvements in resilience when they do access support, the significant knowledge gap about benefits, especially among younger workers, must be addressed.
Employers should prioritize making mental wellbeing resources accessible and known to frontline workers to ensure a healthier and more productive workforce, says Holly Grogan, Chief Experience Officer at Appspace.
Executives and frontline staff have differing views on pay fairness
A report from Dayforce Inc. reveals a significant disconnect between executives and frontline workers regarding perceptions of workplace fairness, particularly around pay, according to an article in the Financial Post.
While 70% of Canadian executives believe employees are paid fairly, only 57% of workers and 51% of managers agree. This gap is concerning, especially since 69% of workers and 73% of managers admit that financial stress sometimes distracts them from their work — a reality that half of the executives acknowledge is impacting productivity.
The survey, which included over 6,900 participants across various industries and countries, also highlights that executives are more optimistic about understanding frontline challenges than workers or managers, the article states. For instance, 70% of executives think they grasp frontline workers’ issues, but only 53% of workers and 44% of managers agree. Staffing challenges add to the stress, with nearly half of workers feeling personally burdened by inadequate staffing levels.
This disconnect extends to feelings of appreciation, with over a third of Canadian workers and nearly half of managers saying their efforts go unrecognized, compared to just 19% of executives. The findings suggest a pressing need for better alignment and communication within organizations to address these disparities, the article concludes.
How AI and tech tools can assist frontline workers
Workplace technology has traditionally favored desk workers, leaving frontline employees — over 50% of the U.S. workforce — without access to tools that boost engagement, productivity, and career advancement.
However, this digital divide is closing rapidly as new apps tailored for hourly workers in sectors like retail, hospitality, and manufacturing become more widespread, according to an article in Fast Company. These technologies offer real-time communication, often in multiple languages, which improves morale, engagement, and customer satisfaction by eliminating language barriers and connecting workers with leadership.
Advancements in AI and upskilling tools are also leveling the playing field, enabling frontline workers to gain skills and advance in their careers, just like their desk-bound colleagues. For example, Priceline Pharmacy in Australia empowered its 8,000 frontline employees through an app, resulting in thousands of completed training sessions, improved customer service, and stronger community ties.
App-based shift scheduling tools are helping workers manage their time and finances better, reducing absenteeism and increasing income by allowing flexible shift swaps, the article states. AI-driven insights also assist frontline managers in maintaining morale and addressing issues before they escalate.
As these technologies become more common, they promise to bridge the gap between frontline and desk workers, creating a more equitable and productive workforce, says Thomas Philippart de Foy, Chief Innovation Officer at Appspace.
