Harvard Business Review LogoJuly 20, 2026Ryan McVay/Getty ImagesFrontline employees often know exactly what’s preventing organizations from performing at their best, yet traditional engagement surveys rarely uncover those insights or translate them intoFrontline employees shape the customer experience, spot operational friction first, and determine whether new tools improve work or simply create more of it. Their motivation, judgment, and skill are mission critical for any change—large or small, tech-based or not.
Frontline Workers Know How to Solve Your Organization’s Biggest Problems
Frontline employees often know exactly what’s preventing organizations from performing at their best, yet traditional engagement surveys rarely uncover those insights or translate them into action. Companies can close that gap by adopting a disciplined six-step process that combines structured interviews, targeted surveys, collaborative problem solving, and rapid experimentation. When leaders and frontline employees cocreate solutions—and measure their impact—they improve trust, strengthen engagement, and design work that delivers better outcomes for employees, customers, and the business.
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