The Josh Bersin Company The Amazing, Essential Frontline Workforce and UKG's Leadership Role
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Jan 5, 2026 Delve into the critical role of the frontline workforce, which employs over 70% of US workers and contributes significantly to the economy. Discover the challenges they face, including pay disparities and scheduling needs. Learn how UKG is innovating with tools like predictive labor planning and AI agents to enhance workforce management. Explore their integrated platform that connects HR and payroll, and see how technology is evolving to improve these essential roles while addressing the unique demands of the frontline.
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Airport Example Shows Frontline Complexity
- At airports many different companies' workers appear, do specific tasks, then vanish as passengers board the plane.
- Josh Bersin uses this example to show how frontline work spans many employers and roles that coordinate in real time.
Frontline Roles Dominate The Workforce
- About 70–80% of workers are frontline globally and they face unique scheduling, pay, and growth challenges.
- These roles drive customer experience and need different HR approaches than desk jobs.
WFM Handles Skills And Scheduling Complexities
- Frontline work requires managing specialized skills, certifications, and dynamic schedules beyond traditional HR.
- Workforce management (WFM) handles these operational complexities, not just headcount or performance reviews.