More than half of frontline workers receive the news and information they need for their jobs across six or more channels, according to a study that Forrester Consulting conducted on behalf of Staffbase. The study, The Frontline Experience in 2027, was commissioned by the employee experience software vendor.
The cost shows up in day-to-day work. Some 48 per cent of respondents report lower productivity or operational efficiency, 44 per cent a higher risk of errors, quality issues or missed deadlines, and 43 per cent slower decision-making. Thirty-five per cent meet conflicting, outdated or unclear information at least weekly, and one in five are at best moderately confident about which source is accurate or approved.
Respondents also say what they want. Of those surveyed, 83 per cent said a single app bringing together work-related information and activities would have a high or very high impact on their ability to do their jobs, 47 per cent ranked AI answers and guidance in their top three wanted capabilities, and 46 per cent ranked one place to see tasks and required actions.
Frank Wolf, Chief Strategy Officer and co-founder of Staffbase, said: "This research shows both what that gap costs in productivity and accuracy, and how much employees want one place that brings everything together."
For technology, operations and communication leaders, the study recommends understanding the distinct needs of frontline workers, consolidating tools into a single trusted app, and delivering AI with governance and guardrails grounded in company context. The full study is available from Staffbase.
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