Frontline managers have never had more performance data, and never had less time to act on it. Signals are scattered across QA, WFM, LMS, CRM, and a growing stack of dashboards. Now AI agents are joining the workforce as a new layer to oversee, and the gap between performance insight and performance change is widening fast.

This is the action gap. Closing it is the defining challenge facing frontline leaders this year.

Join Ian Chappell, Director of Consulting, EMEA at Centrical, for a practical follow-up to The Forum's Best Practice Showcase. Ian opens with a look at why most platforms are widening the gap rather than closing it, then previews three Centrical capabilities built for the manager's job in a hybrid human-AI workforce:

• External Insights: bring the signals managers are missing into one view, including from AI agent interactions
• AI-Assisted Coaching: make coaching prep, documentation, and personalized goal-setting consistent, efficient, and more effective
• AI Role-Play with Workflow Simulations: help reps practice the hard moments before they face them live

What you'll take away

• Why disconnected systems and the rise of AI agents are widening the gap between performance insight and performance change
• What frontline managers need to coach effectively in a hybrid human-AI workforce
• A first look at three Centrical capabilities reshaping the manager's job

Speakers