Autorentext

JD Dillon began his career on the frontline, gaining firsthand experience leading teams in theme parks, movie theaters, and contact centers. These roles shaped his understanding of how people learn, perform, and succeed in fast-paced business environments. Over the past 25 years, JD has become a leading voice in frontline enablement. He has worked in operations and talent development roles with global organizations, including Disney, AMC, Kaplan, and Axonify. JD continues to shape technology, content, and services used by millions of frontline workers around the world in industries like retail, grocery, food service, hospitality, logistics, financial services, and more. A popular keynote speaker, prolific creator, and author of The Modern Learning Ecosystem and The Frontline Enablement Playbook, JD advises organizations on frontline performance strategy, ecosystem architecture, and AI-enabled solutions that help people do their best work every day. JD lives in Orlando, Florida and is an avid Philadelphia Flyers fan. Learn more about his work at LearnGeek.co.

Klappentext

Every Shift Counts Frontline employees turn strategy into action. From grocery clerks and delivery drivers to construction workers and restaurant servers, the frontline makes up 80 percent of the global workforce. But when they are overlooked and under-supported, execution suffers, turnover rises, and business performance declines. The Frontline Enablement Playbook is a comprehensive guide for L&D, HR, and operations teams focused on improving performance across the deskless workforce. Drawing on 25 years of hands-on experience and insights from more than 50 global contributors—including Matthew Daniel, Chad Udell, and Gina Jeneroux—JD Dillon outlines practical ways to improve onboarding, training, communication, compliance, recognition, career development, and everyday readiness.

Inside, you'll dive deep into six parts that redefine frontline support:

• Understanding who frontline workers really are—and what they need
• Architecting a modern enablement ecosystem
• Empowering frontline managers to empower their employees
• Helping frontline workers do a great job today
• Fostering future opportunities for development
• Evolving your entire strategy to get that all-important buy-in Are you struggling to improve day-to-day execution across frontline teams? Are location managers burning out under constant pressure? Are you trying to figure out how AI can help frontline teams hit daily targets? The Frontline Enablement Playbook will give you the tools to unlock employee potential by ensuring every team member has the capability, confidence, and support to do their best every shift.

Inhalt

Preface Introduction: Elevating the Essential Part 1. Meet the Frontline Worker Chapter 1. Who Is the Frontline? Chapter 2. Defining the Frontline Persona Chapter 3. The Hierarchy of Frontline Worker Needs A Discussion With Kimo Kippen Part 1. Wrap Up Part 2. Architecting a Frontline Enablement Ecosystem Chapter 4. The Complexities of Frontline Enablement Chapter 5. Architecting a Modern Enablement Ecosystem Chapter 6. The Foundations of Frontline Technology Chapter 7. Rethinking Enablement in the AI Era Chapter 8. Consolidating the Frontline Tech Ecosystem Chapter 9. Designing Solutions That Fit the Frontline Chapter 10. Leveraging Data to Inform Frontline Strategy Chapter 11. Adopting a Skills-Based Strategy Chapter 12. Prioritizing Community as the Foundation of Frontline Enablement A Discussion With Marie Gill Part 2. Wrap Up Part 3. Empowering Frontline Managers Chapter 13. Caught in the Middle: The Struggles of Frontline Management Chapter 14. Redefining the Frontline Manager Role Chapter 15. Adopting a Systems Approach to Manager Enablement Chapter 16. Rallying Your Organization Around Frontline Managers A Discussion With Brandon Carson Part 3. Wrap Up Part 4. Helping Frontline Workers Do a Great Job Every Shift Chapter 17. Beyond Bulletin Boards: Sharing Knowledge With the Frontline Chapter 18. Accelerating Frontline Capability With Everboarding Chapter 19. Learning by Doing: Job Training on the Frontline Chapter 20. More Than a Checkbox: Finding Meaning in Compliance Chapter 21. In the Flow: Fostering Everyday Enablement A Story From Gina Jeneroux Part 4. Wrap Up Part 5. Fostering Future Opportunities for Frontline Workers Chapter 22. Making Economic Opportunity a Priority on the Frontline Chapter 23. Restoring Our Future Focus Through Upskilling Chapter 24. Building a Culture of Career Mobility Chapter 25. Bringing Mentoring to the Frontline Chapter 26. Unlocking Agility Through Cross-Training Chapter 27. Rethinking Education Benefits for Frontline Workers Part 5. Wrap Up Part 6. Evolving Your Frontline Enablement Strategy Chapter 28. Reframing Your Frontline Relationships Chapter 29. Influencing Stakeholders to Prioritize the Frontline A Conversation With Dick Johnson Chapter 30. Assessing Your Frontline Enablement Practices Chapter 31. Making Frontline Enablement Work Part 6. Wrap Up Conclusion: Become an Everyday Frontline Advocate References The People Behind the Playbook Index About the Author About ATD