The most overlooked AI strategy? Upskilling your frontline

"While executives debate AI strategy in boardrooms, the real disruption is already happening on the frontlines.From automated scheduling to AI-assisted diagnostics to customer service chatbots, frontline workers are increasingly interacting with intelligent systems. Yet too many organizations still treat AI as a corporate workplace issue, overlooking the people who are most exposed to its impact. That's a mistake. If companies want to ensure their operations stay competitive, they need to remain committed to investing in the people who are closest to the work."

"According to a recent IBM report, 40% of workers will need to reskill in the next three years due to AI and automation. Yet many companies still deprioritize frontline education. That's not just shortsighted, it's expensive. Turnover, disengagement, and operational inefficiencies all spike when workers aren't equipped to adapt. Some companies are getting it right. Carter's, CVS Health, McDonalds, and Papa Johns have all invested in education benefits that make learning accessible to hourly and frontline employees."

" McDonald's is proving that frontline education isn't merely a perk but a strategic imperative. Through its Archways to Opportunity program, McDonald's and its participating franchisees offer restaurant employees access to high school completion, college tuition assistance, English language courses, and career coaching. The results are clear: over 90,000 crew members have participated, with more than $240 million invested in tuition assistance."

Frontline workers are increasingly interacting with intelligent systems across tasks like scheduling, diagnostics, and customer service. Many organizations still treat AI as a corporate issue and overlook frontline employees, risking operational failure if frontline adoption falters. An IBM report projects 40% of workers will need reskilling within three years due to AI and automation, yet frontline education often lacks priority, driving turnover and inefficiency. Some companies, including Carter's, CVS Health, McDonald's, and Papa Johns, invest in accessible education benefits, offering tuition assistance, career pathways, coaching, and short-form credentials aligned with business needs.

Read at Fast Company