Many executives and organizations are starting down the long and exciting journey toward digital transformation. While ensuring staff members have everything they need to do their jobs, many times, the most important part of an organization is left out: firstline workers. Benjamin and his team are no different in this regard.

Who are these firstline workers? Firstline workers are the customer service representatives, production line workers, technicians, and support teams who communicate with customers and work with products every day. They are the first point of contact between a company and the world.

Benjamin knows that to create a competitive advantage, he must work to empower firstline workers with the digital tools they need to serve customers and improve productivity. Organizations that get this right are 3 times as likely to grow as those who don’t.