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’re able to align with HQ, inspire better decisions and act on their insights. In this guide, we’ll explore the steps you can take to connect the dots across your company. We believe there are 7 things that every organization must do to improve communication and tap into the potential of frontline employees to drive better business outcomes.