Designing the AI-Enabled Frontline: Human and Machine at Work

AI is reshaping frontline work faster than any other part of the labor market, increasing the leverage, judgment, and impact of every frontline role—and raising the stakes for how organizations design and support these jobs. As routine tasks are automated and copilots become embedded in daily workflows, frontline roles are shifting from task-based positions to role-based careers that require continuous learning and growth. This session examines how organizations can enable real-time, workflow-embedded training, build modern vocational pathways that support retention and progression, and put education benefits and mobility infrastructure in place so frontline roles are not dead ends. Together, these shifts define what frontline work looks like in 2026—and what employers must build now to ensure resilience, performance, and sustained opportunity.