Extended Reality Can Be Your Frontline Fix

Talk of AI is everywhere. And for many workers, it’s already more than talk: AI has quickly been integrated into some of their everyday tasks.   

But for a massive chunk of the workforce—frontline employees—the technology hasn’t lived up to its hype yet. These are the workers keeping factories running, trains on schedule, and patients cared for. And they rarely have the luxury of keyboards, screens, or office chairs. 

Frontline workers are also getting harder to find, train, and keep on the job. This skilled labor shortage is hitting many organizations these days, with baby boomers retiring in greater numbers and Gen-Zers feeling overwhelmed—83% of Gen-Z workers say they feel burned out, and more than one-third of those may quit their jobs as a result. When they leave, they take crucial knowledge with them.  

How can companies support and scale their frontline talent, and fast? 

Extended reality, or XR, can play major role. What used to sound like sci-fi—hands-free wearables that blend digital guidance into real-world tasks—is now practical, portable, and already delivering results. Especially when paired with AI. 

Superpowers for Frontline Workers 

XR brings digital tools off the desktop and into the field. Through smart glasses or mini-displays, workers get real-time instructions, 3D visuals, checklists, even remote support—right in their line of sight. Add in AI and you get the brains: computer vision to analyze what workers are seeing and GenAI to serve up the right next step. 

The result? Faster training, fewer errors, less downtime, and a lot less friction for workers. 

One national railway company introduced XR technology to enhance the maintenance of hundreds of train cars annually—shifting away from paper-based manuals, nonstandardized workflows, and limited digital integration.   

Technicians previously lost time searching for information, pausing to document tasks, or waiting for managerial input. With XR, they can now scan a train car, access real-time digital task overlays, generate tools and checklists, and consult experts via voice—all while keeping their hands free for other job duties. 

So far, technicians who have used the technology have improved their efficiency by more than 20% while also increasing quality and transparency. The company expects to achieve $200 million in savings over five years by scaling XR across repair, refurbishment, and maintenance operations. 

XR Is Growing Up  

Why is XR now making more of a difference on the job? The tech finally caught up with the need. Early XR headsets were bulky, expensive, and uncomfortable. But a new class of “light immersion” wearables—such as Meta Ray-Bans and RealWear mini-displays—is rewriting the playbook. These devices are lighter, cheaper, and more functional, with just enough augmented reality to be helpful without overwhelming the user. 

And they’re catching on. XR headset sales are projected to grow from 6.8 million units in 2023 to more than 11.6 million by 2028. Enterprise XR productivity spending is likely to jump from $9 billion to $15 billion in that same period. 

Just as with all new technologies, however, adoption does not necessarily equal success. BCG’s experts have found that the companies getting XR right are following four key principles: 

• Start with the business problem. Don’t begin with the gadget. Begin with the pain point—slow onboarding, low productivity, quality issues—and work backward to see if XR is the best fit. 

• Design for scale. The best XR solutions work across multiple functions: think field maintenance, insurance claims, or surgical prep. Build for process transformation, not one-off tasks. 

• Put workers in the driver’s seat. If it’s not useful, workers won’t use it. That’s why leading companies create XR tools in partnership with their frontline teams from day one—mapping out what’s frustrating, what’s tedious, and where digital help would be most welcome. 

• Plug XR into your broader tech ecosystem. It can’t be a silo. The real power comes when XR connects to your institutional knowledge, ERP systems, data, and security structures, delivering insights straight to your people safely and reliably in real time. 

XR Is a Talent Multiplier 

XR isn’t just a fancy gadget. It’s a tool that can unlock productivity, ease burnout, and scale know-how across a workforce. Frontline workers not only become more efficient through XR but also more empowered—and they can help drive a sustainable advantage in an increasingly digital world. 

More of our top reads on digital, technology, and data:  

Seeking a Solution to the Skilled Labor Shortage? XR Marks the Spot. 

How GenAI Reimagines Supply Chain Management 

The Solution to Data Management’s GenAI Problem? More GenAI. 

The Long-Term Forecast for Quantum Computing Still Looks Bright 

Sci-Fi on the Factory Floor: The So What from BCG