People are at the heart of every organization’s success. Technology is an important tool, but it’s people who drive the decisions, innovations, and accomplishments that help businesses succeed. In ways large and small, they exceed customers’ expectations, encourage their coworkers, and find ways to make products and processes better. Firstline Workers are a company’s first connection to its products and customers. In this whitepaper by Microsoft and Harvard Business Review Analytic Services, you will learn that, when organisations invest in firstline workers, everyone benefits – from the boardroom to the break room.