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Workspan: Frontline workers are obviously crucial to creating optimal customer experiences.

WTW’s 2023 “ Dynamics of Work ” survey found only 21% of organizations were allowing globally remote work and had set up policies and frameworks around the concept.

Policy Changes on Comp and Talent Management , Workspan Daily article;Consider Performance Targets for Setting Executive Incentive Goals , Workspan Daily article; An organization’s refined annual operating plan and longer-term strategic plan in a new year can spark conversations in the C-suite and boardroom about executive incentives.

A set of managerial interventions have been swiftly undertaken to help keep businesses viable and employees healthy, productive and engaged.

Alignment requires leadership to set out clear directives, which link performance to desired expectations and overall objectives.

It’s a balance, I think, between being a numbers person and being a good customer service communicator.

Since the program’s launch in 2023, more than 13,000 — 68% of whom are in frontline, customer-facing roles — have participated in or completed the program.

AI-based ITMs also make it easier for employees to set career goals and then receive guidance on how to reach them, often through integration with the company’s learning and development platform.

For WorldatWork Members Anatomy of a Wellness Program: Ensuring Regulatory Compliance , Workspan Daily Plus+ article;Ready, Set, Go: Optimize Your Physical Well-Being Programs , Workspan Daily Plus+ article;Workplace Wellness: Best Practices Study , Journal of Total Rewards article;Workplace Well-Being Deserves a Fresh Look , Journal of Total Rewards article;Workplace Well-Being Trends , research; For Everyone Total Rewards ’25 , conference;Wealth Through Health: The Benefits of a Stronger Well-Being Program , Workspan Daily article;How to Get Gen Z On Board with Employee Benefits , Workspan Daily article;With a Multigenerational Workforce, Personalized Rewards Are Key , Workspan Daily article; Most employers offer well-being benefits to their employees to at least some degree.

For example, AI might help enhance customer service by supporting better communication between gig workers and customers with different and diverse backgrounds.