Frontline workers are the backbone of our global economy, comprising nearly 80% of the workforce. They are essential in various sectors, including healthcare, retail, hospitality, and logistics, where their presence is vital for delivering services and products. Yet these workers face unique challenges and issues that often go overlooked in broader discussions about work-life balance and employee experience, as evidenced by a recent survey from UKG.
According to UKG’s survey, a staggering 76% of frontline employees reported experiencing burnout in 2025. This alarming statistic indicates that their needs often take a backseat in conversations involving workforce well-being. Moreover, 47% of these employees perceive a cultural divide within their organizations, where frontline workers are viewed differently than their non-frontline counterparts.
What Do Frontline Workers Value?
UKG’s comprehensive study, titled More Perspectives from the Frontline Workforce: A UKG Global Study on AI and the Employee Experience, surveyed 8,200 frontline workers across various sectors about what they value most in their roles. This research revealed several key factors influencing job satisfaction and employee retention.
- Financial Strain Persists: Despite a slight decrease in the number of employees living paycheck to paycheck—from 64% in 2024 to 56% in 2025—financial concerns remain a significant issue. For instance, over half of frontline employees in non-acute healthcare report that low pay is their primary reason for considering leaving their jobs.
- Flexibility is Critical: After pay, the ability to adjust work schedules is paramount. Many frontline workers struggle to change shifts with short notice, which can impact their personal lives. For example, 58% of hospitality workers feel that rigid schedules obstruct their ability to maintain a healthy lifestyle.
- Lack of Career Advancement: Many frontline employees express frustration over the limited opportunities for career growth. Particularly among government and education sectors, employees feel stifled by a lack of upward mobility.
- Retention Drivers Beyond Pay: Recognition and benefits are crucial factors that contribute to employee satisfaction. In retail, for example, many workforce members report inadequate benefits and insufficient recognition as deterrents to staying in their roles.
- Lack of Opportunities for Skill Development: Amidst discussions about the importance of upskilling, 20% of frontline workers indicate that they don’t have sufficient opportunities to learn new skills, highlighting this as an essential area for improvement.
The Role of Technology in Addressing Frontline Challenges
Faced with these pressing issues, can technology, specifically AI, offer solutions? Industry experts believe that smart technology can alleviate many burdens faced by frontline workers. AI can streamline processes related to scheduling, shift swapping, and even facilitate on-demand access to wages. This can provide employees with greater control over their financial lives and work schedules.
Josh Bersin, Founder and CEO of The Josh Bersin Company, emphasizes that AI can help enhance the work-life balance for frontline workers. He notes, “When implemented well, AI gives frontline workers better information, flexibility, and power over their daily work and financial lives.” This can lead to improved employee satisfaction and lower burnout rates among this critical group.
Understanding the Employee Experience
The insights drawn from UKG’s reports are invaluable for leaders aiming to improve employee engagement and retention among frontline workers. By understanding the pain points these employees face, from financial strain to scheduling conflicts, organizations can implement targeted strategies to support their needs.
As the global workforce continues to evolve, it is imperative that frontline workers are not left behind in the shift towards a more engaged and satisfied workforce. Organizations have a significant role to play in fostering an environment where frontline workers feel valued, engaged, and heard.
According to a June 2025 Statista report, there are over 3.5 billion employees worldwide, which underscores the sheer scale of the frontline workforce—estimated at 2.7 billion workers globally according to Gartner. Addressing the challenges faced by this substantial segment of the workforce is not just a matter of ethics, but a business imperative for organizations worldwide.
