Frontline EX Automation Strikes a Chord with the Analytics of Personalization

Frontline EX Automation Strikes a Chord with the Analytics of Personalization

This IDC Market Perspective highlights how frontline employee experience (EX) automation strikes a chord with the analytics of personalization. The tech stack is changing to fully recognize the value and needs of front-office automation that are different than what has traditionally been brought to market in service of back-office automation."What began in FY21–FY22 as a drive for understanding of the challenges facing frontline and front-office workers has evolved into an entire digital support ecosystem that is challenging the nature of how organizations traditionally collected, analyzed, and acted on data-driven insights. Organizations choosing to modernize into the case for the analytics of personalization (AOP) are rapidly outpacing the value propositions of their peers in terms of how they can connect workforce outcomes and individual developments and achievements into the successful performance of the overall organization." — Zachary Chertok, research manager, IDC's Employee Experience

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