As businesses race to invest in the future of work, a critical question is emerging: Are we leaving frontline workers behind? With automation, artificial intelligence, and digital transformation reshaping industries, upskilling has become a corporate buzzword. But while C-suite executives and knowledge workers reap the benefits of advanced learning programs, frontline employees—those in retail, hospitality, healthcare, manufacturing, mining and logistics—often find themselves overlooked.
In many organisations, corporate training is not designed with frontline workers in mind. These employees face unique challenges: limited access to technology, time constraints, and demanding work schedules. Yet, they are the backbone of many sectors. Ignoring their needs could exacerbate existing inequalities in the workforce and hinder business growth. The question is: What can companies do to make upskilling more inclusive and accessible?
The modern workplace is in flux. The digital economy demands new skill sets, and companies are investing heavily in training programs to prepare their workforce. However, many of these programs are tailored to white-collar professionals, requiring access to laptops, smartphones, or high-speed internet. Frontline workers, often at a distance from these technological luxuries, are left with fewer opportunities to participate.
Consider the challenges faced by a retail employee juggling multiple shifts, or a healthcare worker constantly on their feet. The time and resources required to engage in traditional learning formats—be they webinars, online courses, or in-person workshops—simply aren’t feasible. Furthermore, the assumption that all workers have the same baseline level of digital literacy is a blind spot in many corporate strategies.
While well-intentioned, many corporate training initiatives inadvertently reinforce a two-tier system: one for those with easy access to learning opportunities and one for those without. And with the rapid advancement of AI and automation, this divide will only deepen unless we rethink how upskilling programs are designed and delivered.
Making upskilling more inclusive is not just a moral imperative; it’s a business one. Frontline workers are often the most direct point of contact with customers. Investing in their skills translates into better customer service, higher employee engagement, and reduced turnover—key drivers of long-term profitability.
A Gallup study found that companies with high levels of employee engagement see 21% greater profitability and 41% lower absenteeism. This is especially true for frontline workers, where turnover rates can be alarmingly high. Providing equitable access to upskilling can improve job satisfaction, enhance performance, and ultimately reduce costly turnover.
Moreover, as businesses strive to adapt to market changes, having a flexible and skilled frontline workforce becomes essential. By equipping frontline workers with problem-solving skills, adaptability, and digital proficiency, companies can build a more resilient workforce that can pivot when needed.
So how can businesses ensure their upskilling efforts reach frontline workers? First, it requires recognising that a one-size-fits-all approach won’t work. Learning formats must be designed to meet the unique needs of these employees. Mobile-first training solutions, for example, can be an effective way to bring education to workers who are constantly on the go. Leveraging microlearning techniques—short, digestible bursts of content—can make it easier for workers to fit learning into their hectic schedules and able to learn in the flow of work.
Additionally, employers must invest in digital infrastructure to support learning in the field. For many frontline employees, access to devices and reliable internet may be a significant hurdle. Employers can address this by providing company-issued tablets or offering stipends to cover the cost of internet access.
Beyond technology, companies need to create a culture that values the growth and development of every worker, not just those in managerial or professional roles. Leaders should prioritise upskilling as a strategic initiative that spans all levels of the organisation, ensuring that frontline employees are viewed as essential contributors to the company’s success. This shift in perspective can go a long way in ensuring that upskilling programs are both equitable and effective.
Upskilling isn’t just about preparing workers for the future of work—it’s about creating a workforce where everyone has the opportunity to thrive. As companies pour resources into advanced training programs, they must take care not to leave their most essential employees behind.
Corporate leaders must challenge their organisations to rethink how they approach upskilling, with an emphasis on inclusivity and equity. This means considering the unique needs of frontline workers, investing in mobile and accessible learning solutions, and addressing the barriers related to access and time constraints. By doing so, companies can not only close the skills gap but also create a more engaged, capable, and resilient workforce.
For those companies that embrace this mindset, the rewards are clear: better customer service, lower turnover, and a workforce ready to tackle the challenges of tomorrow. For those that don’t, the risk is equally clear—an ever-widening skills divide that could prove costly in the years to come.
In the end, equity in upskilling isn’t just about doing what’s right—it’s about ensuring that no one is left behind in the race for the future.
Get in touch with us today and learn how we can equip frontline workers with on-the-go training.