approach

How do companies typically get started on this journey?

We understand every organization is different and that there is no one-size fits all approach. However, there are some principles behind how to partner, that we have learnt typically work well.

hand-transformation

Partnering journey

1-2

weeks

Opportunity sizing

A key ingredient in developing conviction among potential sponsoring business unit executives is getting a data-driven view of the impact potential by area.

This is typically achieved through an initial rapid diagnostic using readily available data and interviews of key employees.

10-12

weeks

Proof of Concept (PoC)

The next step is to develop a Proof of Concept (PoC), to showcase impact and build buy-in from key stakeholders across your organization.

It’s typically best to choose two proof of concept areas. To safeguard against “this doesn’t apply to me” reactions from business leaders, choose different archetypes (e.g., transactional vs. complex) to test the toolkit and demonstrate early impact.

Find strong sponsoring executives. Even in environments with strong shared service cultures there needs to an executive (e.g. BU leader or service ops leader) with strategic goals aligned to the impact the AI-enabled workforce toolkit can deliver (e.g. margin targets, staffing/hiring pressures).

Partner with central Data organizations: Do this in tandem with Chief Data (or AI) officers to build strong data and AI foundations that make this a sustainable capability and competitive advantage.

Scale laterally

After PoCs, scale the approach across the enterprise from a central capability center. This should be conducted one BU at a time, with priority to BUs similar to the PoCs tested.

At the same time, build & develop the internal capabilities of teams to adapt and upgrade new systems for the long-term, as well as integrate systems into day-to-day processes.

2

months

Ongoing

Maintain new Capabilities & tools

Ensuring your organization continues to make best use of AI-enabled workforce management & stays at the forefront of service operations, it is imperative to build a continual process of capability & tool maintenance.

  • Conduct change management with frontline to ensure adoption of tools.
  • Expand use cases, integrated people strategy, and evolved metrics to the other journeys.
  • Train client teams on the use and management of AI-powered tools.

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