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What Separates the Companies Winning with AI
September 3, 2026
Empowering Frontline Workers Summary Report
Summary
Author: Robin Gareiss, CEO and Principal Analyst
Key Findings:
- Top business priorities: customer service, employee efficiency, revenue growth
- Top investment: Improving processes, frontline worker training
- Nearly half have a CCO
- Less than half fully empower frontline workers
- Why not empowered? Lack of training, no way to track problems/resolutions, concerned workers will give too much away
- Tracking, sharing, acting on ratings, plus rewarding & empowering frontline employees is most effective to improving business success
- 48% of sales are repeat business; 27% referrals
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