This report explores how frontline worker expectations have shifted post-pandemic, demanding greater empathy, empowerment, and flexibility. It reveals a frontline talent crisis with high turnover, costing companies significantly. Only 11% of surveyed organizations—dubbed Frontline Leaders—have embraced employee-centric strategies like flexible scheduling, self-service tech, data-driven engagement, development tools, and well-being support. These leaders experience better retention and business outcomes. In contrast, most companies are stuck in reactive cycles, underestimating the value of engaged frontline workers. The report offers a blueprint prioritizing empathy and empowerment to attract, retain, and energize frontline talent.

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