The last two years of Digital Transformation have been unlike any other in the past twenty years. Since the dot com boom there has not been so much pressure on companies to change their business models to focus heavily on virtual and customer experiences, and to transform the employee experience. The impact on “frontline teams”, where employees meet the customer, mediated by technology – has been profound.

Frontline teams are employees who have a direct and daily influence on customers and represent our business and brand to the outer world. They often communicate with each other and are the first points of interaction between the customer and the company. In pre-pandemic times, most of this interaction was face to face and somewhat easy to manually manage, as teams collaborated seamlessly at their workplace.