Frontline workers (whether they’re selling goods, driving trucks, treating patients, flying planes, operating machinery or doing any other role that doesn’t involve sitting behind a desk) are often closer to customers than their own leadership.

That means they’re perfectly positioned to deliver great customer experiences - but only if they are able to connect with the rest of the organisation, namely HQ, and are given a voice to ideate, provide feedback and be heard.

In this guide, we’ll explore the steps you can take to connect the dots across your company. We believe there are seven things that every organisation must do to improve communication and tap into the potential of frontline employees to drive better business outcomes.