72% of frontline workers want digital communications

Almost three quarters – 72 per cent - of frontline workers would feel more connected if communications were delivered via their smartphone or tablet, according to research from software-as-a-service vendor YOOBIC.

The category of “frontline workers” includes retail employees and any other workers, such as those in hospitality, who must interact directly with customers in person.

A further 76 per cent of these workers felt communications delivered via digital formats would increase their productivity and simplify their workload.
Many millennial frontline workers - 28 per cent - reported not feeling empowered on the job according to the study, compared to 17 per cent of workers from other age groups.

Additionally, just 28 per cent of millennials find it easy to understand whether their work meets company expectations, compared to 41 per cent of workers aged over 54.

Over a third – 34 per cent - of millennial frontline employees reported feeling like they lacked a career, compared to 17 per cent for other age groups.

Mobile experiences are important for retail consumers as well as employees; 45 per cent of UK consumers would recommend a retailer if it had a world-class mobile experience, according to research by Apadmi.

“Millennials are digital natives and accordingly see mobile technology as a crucial part of daily life,” said Fabrice Haiat chief executive of YOOBIC. “Therefore, mobile workplace tools are essential as they deliver the information and communications frontline staff need to perform their best on the job.”

“These devices, and the format of the information they deliver, must be modern and user-friendly to meet millennial workers’ high expectations of technology and content.”

He added: “Providing outdated or ineffective technology will only have a negative impact on staff retention and engagement.”

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