Executive Summary
Today’s frontline workers face a confluence of forces that will dramatically reshape business models, impact employee experience, transform customer experience, and affect stakeholder satisfaction. An aging population, war for talent, and shift to mass automation will forever transform the market for physical labor. Meanwhile, artificial intelligence (AI)–native vendors such as Cursor, Lovable, and Devin are already delivering “digital labor” that approaches human throughput on routine engineering tasks at exponential scale. This same approach will impact customer experiences and employee experiences at a machine scale never seen before and play a role in frontline worker productivity.
This once-in-a-generation opportunity to blend autonomous digital labor with human experiences will capture unmet demand while preserving accountability, client trust, and profitability in creating a new category of frontline worker productivity. Success will require a level of contextual relevancy that is anticipatory. Based on experiences with more than 2,000 global clients, Constellation presents a future framework where services are delivered by hybrid teams of humans and agents. The revolution in frontline workers has begun, and organizations that adapt will thrive.
