Access the Market Study: Frontline Workers – Sizing the Opportunity for Workplace Communications and Collaboration

Overview:

Addressing the 2.1 Billion User Opportunity

Futurum Intelligence has a specialty focus on the workplace, workforce, and workflows within the enterprise communications market. This report focuses on one of the two segments of the workforce, specifically on Frontline Workers versus Knowledge Workers.

Enterprise communication platform vendors have been targeting their services at approximately 715 million knowledge workers in the global workforce for more than 25 years. With many of the major markets at or near the point of saturation (for meetings) or engaged in the slow on-premises-to-cloud migration for enterprise calling, vendors must expand their addressable market to achieve or maintain acceptable levels of growth.

The “frontline worker” is a work role that gained attention in 2020 as part of the global discussion around essential workers. While not all frontline workers are generally regarded as “essential” during pandemic-related lockdowns, it is clear that 2.1 billion frontline workers perform a widely variant set of essential functions in the global economy. Futurum Intelligence believes that, to date, this segment has been badly underserved and under-recognized by the enterprise communications market.

This report provides a framework for vendor product teams to evaluate opportunities in the frontline worker segment with a basis in concrete definitions, categories, broad personas, and counts. Organizations should use this framework as a starting point for the development of their own personas. It has been estimated that 90% of a company’s sales come from 3 or 4 personas, and it is therefore incredibly important that companies develop, and target personas based on their own data and business objectives.

This report draws on data from the World Trade Organization (WTO), The International Labour Organization (ILO), and ILO’s International Standard Classification of Occupations (ISCO), as well as The Futurum Group’s internal database of qualitative and quantitative research and analysis of enterprise communications platforms, technologies, services, and devices.

Page Count: 13

Table of Contents:

• Overview
• Methodology
• Market Drivers – Why Address Frontline Workers Now?
• Definitions
  • Knowledge Workers
  • Information Workers
  • Frontline Workers
• Frontline Worker Categories
• Frontline Worker Personas
  • Service and Sales Workers – Retail Store Associate
  • Crafts and Related Trade Workers – Electrician
  • Plant and Machine Operators and Assemblers – Factory Line Worker
• Demographics
• Market Trends
• Conclusions and Recommendations
• About Us
  • About The Authors
  • About The Futurum Group
• Notices
  • Copyright Notice
  • License Notice
  • Limitation of Liability Notice

Questions?

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