How Frontline Employees Drive the Change Management Process

Organizational change can be met with resistance if it excludes employee input, especially for those on the frontlines who interact with customers regularly. Frontline employees are valuable in the change management process as they have necessary customer knowledge and insight. A Gallup study shows that engaged employees are rare, making it essential to include them in the decision-making process. Companies should listen to their employees for insight on customers’ needs, both in terms of what's working and what isn't. Using online platforms can be an effective method of boosting employee engagement and collecting actionable feedback.