In January 2026, we were joined by leaders from HuddleCX and Direct Line Group to explore how AI and automation are reshaping frontline work, and how employee performance, shaped by competence and leadership, now directly influences customer outcomes.
As routine contacts are removed through automation, the work reaching frontline teams is becoming more complex, emotionally demanding and judgement-heavy. Organisations are therefore seeing a closer connection between how employees are supported day to day and the quality of customer outcomes delivered.
This paper summarises the key themes from a live discussion on the operational implications of this shift, including leadership practices, frontline decision-making and the role of measurable competence.
Inside the e-book:
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How AI is concentrating complexity into fewer frontline interactions
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Why leadership cadence is becoming critical to sustaining performance
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The shift towards greater ownership and judgement at the frontline
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The operational cost of inconsistent competence
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How earlier visibility of competence supports more proactive intervention