The Frontline Enablement Playbook

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.

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