When people talk about "employee experience," it’s usually the desk-based employees who get all the attention. You know, the office workers with their curated snack drawers, mindfulness apps, and ergonomic chairs. Meanwhile, frontline workers—those working in hospitality, retail, or on factory floors—are still out there dealing with broken uniforms, unpredictable schedules, and clunky tech (if they’re lucky).

It’s a frustrating reality, especially for anyone who’s worked on the front line. I know because I’ve been there. 

So how did we get here? Why have frontliners historically been an afterthought in workplace culture, and what needs to change?

The two worlds of work: frontline vs desk-based

First, let’s talk about the divide between desk-based and frontliner jobs.

Desk jobs come with a certain level of comfort—more autonomy, structured hours, career paths that (in theory) lead to promotions. These roles are usually tech-enabled, with endless tools for communication, collaboration, and managing workflows.

Frontliner jobs, on the other hand, are built differently. They’re physical, customer-facing, and often subject to rigid scheduling. The tools? Outdated or nonexistent. The flexibility? Nonexistent. But they are in charge of delivering exceptional customer experiences and driving business outcomes. 

But it’s not just the nature of the work. It’s how these roles are perceived. Historically, office workers were seen as the "thinkers" driving the business forward, while frontline workers were categorized as "doers"—interchangeable, low-skilled, and, let’s be honest, undervalued. That perception hasn’t just stuck; it’s shaped entire systems of workplace support.

Why frontline workers have often been overlooked when it comes to employee experience

This divide didn’t happen overnight. It’s the product of a long history of bias and priorities.

1. A legacy of hierarchy
   Let’s go back to industrialization, when office jobs became the symbol of status and intelligence. Frontline workers were essential but replaceable, filling roles that were considered "lower tier." Fast-forward to today, and some of those old ideas still linger. Decision-makers are more likely to invest in employees who remind them of... well, themselves.
2. The cost excuse
   Improving frontliner experiences has always been framed as expensive. New uniforms, better scheduling tools, or employee perks—these aren’t seen as "necessary" in industries where profit margins are razor-thin. But here’s the kicker: that’s short-term thinking. Retention, morale, and even customer satisfaction all depend on the frontline employee experience. 
3. Out of sight, out of mind
   If you’re sitting in an office all day, it’s easy to forget about the workers out there greeting customers, restocking shelves, or scrubbing down the kitchen. The frontline workforce is often physically separated from decision-makers, making it harder for their voices to be heard or their needs prioritized.

Why this needs to change

Ignoring frontline employee experience isn’t just unfair—it’s bad business.

• Retention matters: High turnover is costly, and it’s no surprise that it’s higher among frontline teams. When people feel undervalued, they leave. Simple.
• Customer experience starts with employees: Frontliners are your brand’s face. If they’re unhappy or stressed, that energy seeps into every customer interaction.
• The tech gap is closing: Companies are finally waking up to the fact that investing in better tools and systems for frontliners isn’t just a nice-to-have; it’s essential.

What needs to happen to offer a positive frontline employee experience

Improving employee engagement can address these frustrations by aligning organizational goals with the needs of frontline workers, focusing on meaningfulness, recognition, and effective communication. Additionally, internal communication is crucial for bridging the gap between frontline employees and decision-makers, ensuring that their voices are heard and their needs are met.

So, how to make it possible? A few ideas:

1. Listen more: Decision-makers need to create systems where frontline workers can share feedback—and actually act on it. Town halls, anonymous surveys, or even quick one-on-one check-ins can help in understanding the employee journey. 
2. Invest in the basics: We’re not talking about flashy perks here. Think stable schedules, fair pay, functional equipment, and decent break rooms. Start with the essentials for a better employee experience. 
3. Bridge the tech gap: Frontline workers deserve better tools—whether it’s for communication, scheduling, or even recognizing their achievements. It’s not about making their lives easier; it’s about showing them they matter.

A final thought: time to put employee experience first

Employee experience shouldn’t be a privilege reserved for desk-based workers. It’s time we stopped treating frontline employees as an afterthought and started recognizing them for what they are: the backbone of so many industries. 

If you’ve ever worked a double shift in hospitality or juggled three different manager requests on the shop floor, you know the reality. Let’s make sure the people making decisions know it too with an employee experience app. 

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