- Why is onboarding such a critical moment for frontline employees, and what’s broken in traditional training models?
Onboarding sets the tone for an employee’s entire experience: it’s make or break. But the traditional training models out there often feel disconnected from the realities of frontline work. Companies too often focus solely on the customer experience but forget the last mile: the frontline worker.
With WorkJam, employees can train on their own device, in bite-sized modules, at their own pace. Gamification like badges and rewards keeps motivation high, while managers can track completions in real time. The result is faster onboarding, better retention, and employees who actually feel prepared from day one.
- What does “instant access” really mean in practice [using AI on the frontlines] and how fast can associates get the information they need during a shift?
Instant access is exactly that. Our AI Agent gives associates the answers they need in seconds — task instructions, training materials, and policy info — without leaving the shop floor or hunting down a manager. It’s conversational, intuitive, and removes the friction that slows work down. Employees stay in the flow, customers get served faster, and managers can focus on coaching instead of chasing questions.
- How does giving employees brand storytelling tools translate into tangible sales or customer loyalty gains?
When frontline employees have instant access to brand stories, product details, and talking points in WorkJam, every customer interaction is consistent, confident, and on-brand. Instead of time-consuming manager briefings, associates instantly absorb and share key messages for new launches or promotions.
This drives measurable outcomes: retailers using WorkJam for product launches have reported sales lifts of 3–5% in promoted categories and double-digit increases in upsell rates. The consistent experience also strengthens loyalty — for example, in locations where employees used WorkJam’s communications for campaign training, return visits rose by up to 8%. Every on-brand, informed conversation becomes a driver for both immediate sales and long-term customer relationships.
- What’s next for AI in WorkJam, are there plans to integrate predictive tools for scheduling, performance coaching, or retention risk alerts?
Absolutely. Our AI roadmap is focused on moving from reactive to predictive capabilities that deliver measurable ROI. Imagine smart scheduling that adjusts in real time, reducing costly overstaffing and cutting last-minute changes that drive turnover — in some cases, lowering attrition costs by millions annually.
AI-driven coaching nudges can improve task execution and service scores; for example, Panda Express saw a direct correlation between task completion and guest satisfaction when communications were timely and targeted. Early retention risk alerts can help managers act before valued employees leave, preventing churn that can cost $3,500+ per replacement. The goal is a frontline that’s not just informed, but empowered with the right tools, at the right time, to perform at their best.
- How do you balance AI automation with the need for human connection and mentorship?
What we’ve discovered is that AI is great at removing friction but it doesn’t replace people. Automating repetitive stuff, like finding info or translating communications, frees managers to coach, mentor and build culture. Employees get quick answers when they need them but still benefit from human guidance. It’s about exemplifying human connection, not replacing it altogether.
- Do you see AI eventually becoming a co-pilot for every frontline worker?
Absolutely. AI as a co-pilot means employees have a partner that anticipates their needs in real time. During a busy shift, it’s faster and less intimidating to ask an AI a question than to track down a manager. As AI capabilities expand, every frontline worker will operate with more confidence, efficiency, and with a deeper connection to the customer experience.
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About Will Eadie
As a dynamic professional with over twenty years of experience delivering robust digital workplace solutions for Fortune 500 companies, Will excels at developing customer relationships and brings to WorkJam deep domain expertise in Strategic Workforce Management, Human Capital Management, and Employee Engagement. Prior to joining WorkJam, Will spent ten years at Kronos, where he served as Director of National Accounts and Director of Retail and Hospitality Sales in the U.S. His progressive approach and innovative thinking enabled his team to significantly exceed sales goals and drive organizational growth. As Chief Strategy Officer at WorkJam, Will is responsible for overseeing near- and long-term corporate strategy and development, strategic alliances, and go-to-market strategy, working closely with the marketing, product and customer success teams. |
About WorkJam
Founded in 2014, WorkJam is dedicated to improving the lives of frontline workers through a comprehensive digital workplace solution that includes communication, task management, scheduling tools, learning, and more, all within a single app. Available in over 50 languages, WorkJam helps organizations bridge language barriers and create inclusive work environments. |
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