Stacy Hodge

We’ve made strides in bringing self-service to the frontline with mobile portals, embedded chatbots, and on-demand access. Are we giving that same attention to their escalation pathways?

This session looks beyond the portal to the full journey of service delivery. When a frontline employee needs more than an article or a chatbot, how do we ensure their request is handled with care, speed, and visibility? We’ll explore how HRSS teams are redesigning case management workflows with the deskless worker in mind—prioritizing seamless escalation, clear communication, and minimal digital friction.

• Map the end-to-end service journey for deskless workers to identify friction points beyond self-service portals
• Design escalation pathways that prioritize speed, transparency, and personalized handling
• Implement communication protocols that keep frontline employees informed throughout the case lifecycle
• Leverage mobile-friendly tools and integrations that support real-time updates and collaboration
• Train HRSS agents on the unique challenges and context of deskless workers to enhance empathy and effectiveness