Frontline workers are burnt out, overlooked, and under pressure, yet they define every customer experience. Drawing on insights from 8,200 frontline employees worldwide, this session reveals how AI is reshaping frontline work, why those using it report lower burnout, and where fear and opportunity collide. Discover what frontline employees really think about AI, engagement, and support and how leaders can use these insights to reduce turnover, boost productivity, and empower the workforce that matters most.