A comprehensive global study from UKG reveals that flexibility, financial wellness, and control over work-life balance are the most critical priorities for frontline workers heading into 2026. The research, surveying 8,200 frontline employees across 10 countries and multiple industries, found that low pay and rigid schedules remain the top drivers of attrition, while nearly half of workers perceive a cultural divide between frontline and office-based employees, underscoring the need for tailored engagement strategies.
A UKG global study of 8,200 frontline workers identifies flexibility and financial wellness as top 2026 priorities.
Low pay is the #1 reason frontline employees would quit, followed by lack of work schedule flexibility.
47% of frontline workers report two separate cultures in their organization: one for frontline and one for office staff.
76% of frontline employees experienced burnout in 2025.
Key pain points include difficulty changing shifts (50%), insufficient time off (57%), and lack of career advancement (28%).
The study suggests AI-led technology can help by improving scheduling, enabling on-demand pay, and fostering connection.
Frontline workers, who constitute nearly 80% of the global workforce, often feel overlooked in discussions about employee experience. The UKG study highlights a significant engagement and retention crisis, fueled by financial strain, inflexible schedules, and a perceived lack of career opportunity and recognition. This disconnect not only drives burnout and turnover but also creates operational inefficiencies for employers across critical sectors like healthcare, retail, and manufacturing.
Rachel Barger, President, Go-to-Market at UKG, emphasized the importance of this data for leaders: “Frontline workers are shaping the customer experience, delivering the goods we want, and providing the services we need that make the world’s economy run. Knowing the underlying pain points frontline employees are facing, such as lack of flexibility and visibility of work schedules, challenges building skills needed for advancement, and general financial strain are crucial to understand. This understanding supports leaders to improve employee engagement and retention by knowing where to step in to provide support, and where technology can help ease some of the burdens.”
The study ranks the primary reasons frontline workers would leave their jobs:
Low Pay
Lack of Work Schedule Flexibility
Lack of Career Advancement Opportunities
Lack of Recognition/Rewards & Lack of Benefits (tied)
Lack of Opportunities to Learn New Skills
These factors vary by industry. For example, 51% of non-acute healthcare workers cite low pay as the top quit reason, while 58% of hospitality workers feel their schedules prevent a healthy lifestyle, and 36% of manufacturing workers are actively learning new skills (including AI) to prove their value and avoid replacement.
The report positions AI and mobile-first technology as key enablers for addressing these challenges. Solutions like AI-powered scheduling, on-demand wage access, communication platforms, and internal talent marketplaces can provide frontline workers with greater autonomy, financial stability, and connection. Josh Bersin, Founder and CEO of The Josh Bersin Company, noted, “Contrary to many fears, this research shows that AI can play a crucial role giving frontline workers flexibility, agency, and financial security at work.”
About UKG
UKG is a leading global AI platform for HR, pay, and workforce management. Unifying award-winning solutions with the world’s largest collection of workforce data and people-first AI, UKG delivers unrivaled insights into today’s workforce, helping organizations in every industry turn data into decisions that elevate productivity, culture, and the customer experience. Trusted by more than 80,000 organizations across 150 countries, tens of millions of employees — from small businesses to global enterprises — use UKG every day.
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