As I reflect on the transformation journey of many enterprises that I have witnessed, and conversations with fellow executives across industries, I'm struck by a glaring oversight in how we approach employee experience.
In our collective conversations about the future of work, it’s easy to picture sleek glass-walled offices, remote MS-Teams/Zoom calls, and hybrid work policies designed for professionals. But what about the workers who don’t sit at a desk?
These are the people who make up nearly 80% of the global workforce — the deskless workers — and yet most corporate systems, tools, and strategies were never designed with them in mind.
The Digital Divide
Digital transformation has reshaped how we communicate, collaborate, and innovate. But for many deskless workers, this revolution has felt like a wave that passed by without ever truly touching them. A recent report surveying frontline employees globally revealed that less than 1% feel “very connected” to their company’s headquarters or leadership.
That’s a sobering statistic.
These are the people who operate on the frontlines of customer experience, brand trust, and operational continuity — and they often feel like outsiders in their own organizations.
India, for instance, has over 300 million blue- and grey-collar workers spread across industries like manufacturing, logistics, construction, and healthcare. Many of these roles are marked by informal communication, limited access to corporate systems, and minimal avenues for feedback or recognition. Across Southeast Asia, the landscape is similar: bustling economies powered by hands-on labor, but with legacy HR infrastructure still playing catch-up.
It’s not a question of technology alone – it’s about mindset. How do we build truly inclusive employee experiences that recognize the unique realities of the deskless majority?
Reimagining the Experience: Five Imperatives
To address these challenges, organizations should consider the following strategies:
1. Learning that meets workers where they are
Traditional training programs assume that employees have time to sit down for an hour-long webinar. Deskless workers don’t. This is where mobile learning, bite-sized modules, and embedded “learning moments” make a difference.
Think 5-minute safety drills delivered via an app before a shift, or short videos on how to operate new machinery, accessible in multiple languages. These aren’t just efficient — they’re respectful of the worker’s reality. Global retailers are now using gamified microlearning apps that deliver short, 5-minute modules during shift transitions or break times. In India, we've seen microlearning tools in vernacular languages dramatically boost completion rates in rural logistics hubs.
2. Performance Enablement, Not Policing
Annual reviews don’t work for workers whose performance is measured in real time — and whose feedback loops are often broken. Instead, what deskless teams need is immediate, constructive feedback and ongoing recognition.
It’s important to implement systems that allow for immediate feedback and recognition as they can enhance engagement and reduce turnover. Digital tools that allow for peer-to-peer feedback, shift-end reflections, or supervisor notes can build a culture of continuous improvement. Studies indicate that deskless workers who feel appreciated are significantly less likely to seek employment elsewhere.
3. Providing Intuitive Access to HR Services
We live in a world where ordering food, booking cabs, and paying bills happens on our phones. Why should applying for leave or checking one’s shift schedule be any harder?
Consumer-grade HR tech is no longer optional — it’s essential. For deskless employees, HR systems should be as intuitive as WhatsApp. Mobile self-service portals that enable employees to update their information, view pay stubs, access benefits, and request time off are becoming a baseline expectation – and all this can be available in multiple languages.
4. Making Policy Real and Relatable
Several reports indicate that less than 50% of these deskless employees feel they know about what’s happening in their organization. This figure drops further in high-churn sectors like hospitality and food service.
Let’s face it: no one reads a 15-page PDF on workplace policies, especially not someone juggling a physically demanding job. But compliance isn’t optional, and policy understanding is critical — especially in regulated industries like healthcare and manufacturing.
Policy updates, compliance procedures, or crisis communication must be delivered in real-time, in the worker’s preferred language, and with actionable summaries. Companies can use push notifications, short videos, and language localization to keep their workforce aligned and safe. Some companies are now experimenting with AI-powered translations and chatbots to deliver key updates in multiple languages ensuring cultural and linguistic inclusivity.
5. Prioritizing Health and Well-Being
Frontline workers face unique pressures: physical exhaustion, unpredictable hours, and customer hostility. The physically demanding nature of many deskless roles necessitates a focus on employee health and well-being.
Organizations can look at offering mental wellness tools delivered via mobile apps, peer-support circles, and tele-counselling in regional languages. This can help mitigate burnout and improve overall job satisfaction.
As leaders, we must normalize the wellbeing for every worker — not just those in offices with wellness rooms and Slack channels.
The Path Ahead: Trust, Tools, and Tangible Change
Deskless workers are telling us what they need: clarity, stability, recognition, and a sense of community. They don’t expect perfection. They expect presence.
They are not a “segment” — they are the majority. And yet, most companies still treat them as an afterthought in digital transformation journeys. The irony is that these very employees are often the face of the brand. They’re the first to respond during crises, the last to leave during disruptions, and the core of customer experience.
As leaders and digital innovators, we have a responsibility — and an opportunity — to reimagine what inclusivity truly means. This isn’t about pushing technology for technology’s sake. It’s about crafting experiences that are empathetic, human-centered, and rooted in the lived realities of those who keep our businesses moving.
Let’s start listening to the 80%. Let’s build for the people who stand, walk, lift, serve, care — and don’t sit behind a screen.
Because the future of work isn’t just digital. It’s deeply human — and it’s already on its feet.
Disclaimer
The views, thoughts, and opinions expressed in this blog are solely those of the author and any content provided on this blog is for informational purposes only.
