Could empowering the frontline with data help businesses to stay resilient?

frontline staff

Sudheesh Nair, CEO at ThoughtSpot, discusses why empowering frontline staff with data could be critical for success post-COVID.

It doesn’t matter what industry or part of the world your business is in. COVID-19 has rewritten the rules. From the beginning, many businesses were paralysed in the face of the pandemic. The onset was faster and more pervasive than most businesses were prepared to handle. Realities on the ground were changing hourly. Crippled by legacy systems and rigid hierarchies, businesses struggled just to make sense of the changes, let alone do something about it.

As we begin to reopen, leaders need to reflect on the weaknesses the current crisis exposed, particularly when it comes to how they leverage their data. First, staring into a dashboard created by BI teams, without the context of the business realities, is a poor way to make decisions. Second, when there’s a critical business outcome at stake, everyone in the organisation should have access to these data insights; from the Board of Directors to the front-lines. After all, COVID is not the first crisis businesses have faced. And it certainly will not be the last.

Recent research from Harvard Business Review shows that 87 percent of organisations believe success depends on empowering and equipping frontline staff to make decisions in the moment. It makes sense that the frontline should have access to the same data as top level management; after all, these are the people that actually engage with customers. They know customers’ wants and needs better than anyone else, including executives. The companies that are empowering these team members are increasing productivity, improving quality of products and services, and seeing higher customer satisfaction.

Despite recognising this value, there is still a strong disconnect for many in saying that this empowerment leads to success, and doing it. In fact, the same study found that only seven percent of organisations are fully equipping their teams with the tools and resources needed to drive decision-making and autonomy. 

They understand that it’s the right thing for the business, but cannot do it. 

The Harvard Business Review study sheds interesting insights into this. In many of my conversations with business, technology, and data leaders, I’ll hear data quality issues or technical debt is keeping them from bringing analytics to their frontline decision makers. The research found that rationale is a facade executives cling to. The real obstacles come down to process and cultural issues – which falls under the purview of those very same executives. 

Companies that are empowering frontline workers to make data-driven decisions are championing this approach from the top. Executives are bought in on the notion a data-driven culture is critical to their corporate strategy, and are willing to take bold action to instil this culture in their teams.

What’s even more shocking, however, is how many executives at companies falling behind actively do not want their frontline teams making decisions. They openly admit they’re blockers for this kind of change. So-called ‘laggard’ companies, many of whom are within manufacturing, government, healthcare, and education, are much more likely to say their top management does not want frontline workers making decisions. And they’re suffering as a result.

Many of these executives will point to a lack of skilled or trained staff to apply insights as to the culprit. If only these data professionals were easier to find and hire. 

I challenge this outdated perception. While using data has historically required deep training and technical sophistication, new technologies and tools are available to bring analytics to anyone. Leaders need to recognise this shift and invest to train and re-skill their teams on how to apply insights, not navigate complex technology. 

To be resilient in the face of adversity, the openness to adaptation and evolution that is happening within the operational lines of business needs to permeate into the thoughts and actions of those at the top level, too. 

Business leaders that allow workers to lead from the front, equipping them with the tools to deploy their intelligence, experience, and empathy with quality data, ultimately look set to drastically propel better business results – in both the short and long term.

In today’s challenging and volatile environment, that could mean the difference between sinking or swimming. 

The world will not go back to pre-COVID-19 speed even after we eradicate this virus. Organisations should make the right changes to prepare for the new speed and demand from the modern consumer.


Sudheesh Nair

CEO at Thoughtspot

How E-commerce Marketers Can Win Black Friday

Sue Azari • 11th November 2024

As new global eCommerce players expand their influence across both European and US markets, traditional brands are navigating a rapidly shifting landscape. These fast-growing Asian platforms have gained traction by offering ultra-low prices, rapid product turnarounds, heavy investment in paid user acquisition, and leveraging viral social media trends to create demand almost in real-time. This...

Why microgrids are big news

Craig Tropea • 31st October 2024

As the world continues its march towards a greener future, businesses, communities, and individuals alike are all increasingly turning towards renewable energy sources to power their operations. What is most interesting, though, is how many of them are taking the pro-active position of researching, selecting, and implementing their preferred solutions without the assistance of traditional...

Is automation the silver bullet for customer retention?

Carter Busse • 22nd October 2024

CX innovation has accelerated rapidly since 2020, as business and consumer expectations evolved dramatically during the Covid-19 pandemic. Now, finding the best way to engage and respond to customers has become a top business priority and a key business challenge. Not only do customers expect the highest standard, but companies are prioritising superb CX to...

Automated Testing Tools and Their Impact on Software Quality

Natalia Yanchii • 09th October 2024

Test automation refers to using specialized software tools and frameworks to automate the execution of test cases, thereby reducing the time and effort required for manual testing. This approach ensures that automation tests run quickly and consistently, allowing development teams to identify and resolve defects more effectively. Test automation provides greater accuracy by eliminating human...

Custom Software Development

Natalia Yanchii • 04th October 2024

There is a wide performance gap between industry-leading companies and other market players. What helps these top businesses outperform their competitors? McKinsey & Company researchers are confident that these are digital technologies and custom software solutions. Nearly 70% of the top performers develop their proprietary products to differentiate themselves from competitors and drive growth. As...

The Impact of Test Automation on Software Quality

Natalia Yanchii • 04th October 2024

Software systems have become highly complex now, with multiple interconnected components, diverse user interfaces, and business logic. To ensure quality, QA engineers thoroughly test these systems through either automated or manual testing. At Testlum, we met many software development teams who were pressured to deliver new features and updates at a faster pace. The manual...