In 2012, I had a career-changing moment. A Fortune 100 company called me, not about communications strategy, but about warehouse workers and truck drivers. Fifty thousand employees didn’t have access to their corporate intranet and were effectively disenfranchised from company communications and engagement.
That call exposed me to one of the most overlooked inequities in the digital workplace: access to communications for the non-desk employee. For the better part of the last decade and a half, I’ve worked to help close this gap, first through mobile technology and employee apps, and later consulting with companies on their intranets and bringing communications, content and the necessary context directly to employees serving the frontline.
Today, as the age of AI reshapes the workplace, I’m concerned this gap is resurfacing.
Access defines workplace equity
Workplace equity is not about demographics or representation: It’s about access. That access is to the information, tools and resources employees need to do their jobs. When access is uneven, results follow the same course — that’s where equity breaks down.
For much of the history of the digital workplace, access has largely been defined by whether an employee sits behind a desk. Intranets were designed for those workers with laptops and logins. For frontline employees — those working in warehouses, hospitals, retail or in the field — access was limited or nonexistent.
The result wasn’t just a communication gap. It was a workplace equity gap. Entire segments of the workforce were disconnected from the very information that shaped how their organizations operated.
When employees don’t have access, they’re left out. They can’t fully participate in how their organization operates. They’re at a disadvantage from the start.
AI enters the workplace
AI is quickly becoming the centerpiece of the digital workplace conversation. Organizations are moving fast, exploring how AI can improve productivity, automate tasks and streamline workflows. Much of the early focus has been on efficiency, and the gains being made are real.
This is where the familiar problem begins to emerge. It’s the same pattern we saw in the early days of the intranet. New technology was introduced with the best of intentions but designed for those sitting behind desks. Eventually, it became apparent that workplace inequity wasn’t just a byproduct of the technology: It was the result of who the technology was designed to assist.
AI is being introduced in much the same way. The focus is on the desk-based employee and those working within a traditional digital workplace environment. In this context, AI becomes an extension of how users already work. But for the frontline workforce, the experience is very different. Access to these tools is limited — or in many cases, nonexistent.
This is where the risk lies: Not in the technology itself, but in how it’s being deployed.
I’ve seen this movie before
The signals might be different this time, but the pattern is the same.
The current wave of AI adoption is being shaped by the most influential voices in business and technology. Firms like Boston Consulting Group are already demonstrating the measurable productivity gains AI can deliver. It validates that AI is not theoretical; it’s already creating real value.
At the same time, organizations like Gartner continue to define the digital workplace largely through the lens of desk-based employees. And major technology providers — particularly Microsoft — are deploying AI solutions through licensing models that assume every employee has a paid, individual license, an assumption that breaks down for organizations with large frontline workforces.
Individually, each of these developments makes sense, but collectively, they reveal something more important. AI is being introduced into the workplace in a way that still prioritizes the desk-based employee.
Why access matters in the age of AI
At its core, the digital workplace has always been about access: access to information, communication and tools employees need to do their jobs effectively.
We’ve already learned what happens when that access is limited. In the early days of the intranet, millions of frontline employees were left out. It took years, and the rise of mobile, to begin closing this gap. That lesson shouldn’t need to be relearned.
Yet, as AI becomes the foundational layer of the digital workplace, the same risk emerges. Frontline employees don’t just need more information; they also need answers they can trust. Those answers directly affect decisions, performance and — in many cases — safety.
This is where the conversation around AI needs to evolve. For years, communications and the digital workplace have been measured by reach — how many employees we can connect, and how broadly we can distribute information. AI shifts the standard. It’s no longer about reach alone; it’s also about whether we can provide every employee with accurate, trusted answers in the moments that matter.
The question isn’t whether AI will transform the workplace. It’s whether that transformation will advance workplace equity. If it doesn’t, we won’t just re-create the digital divide, we’ll find ourselves back in the same place we have worked so hard to move beyond.
