Rethinking How We Support Frontline Workers

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Frontline workers make up most of the workforce. They include professionals like store clerks, delivery drivers, servers, and healthcare workers we encounter every day. Their jobs are often fast paced, physically demanding, unpredictable, and tightly constrained by time. So how can learning professionals design best-fit solutions that support and enable frontline workers to help them perform at their best?

In this episode, JD Dillon answers that question. We discuss the realities of deskless workers and what organizations need to understand to better support the people who keep everyday operations running.

JD’s career started with managing movie theaters and theme parks. After 20 years leading operations and L&D at Disney, AMC, and Kaplan, he’s become a trusted expert in frontline enablement. JD now advises organizations on enterprise enablement strategy, performance technology, and applied AI. He is the author of The Modern Learning Ecosystem and The Frontline Enablement Playbook.

We Discuss:

• Myths about frontline workers
• How an analysis for deskless workers is different than for office workers
• Environmental conditions that affect design
• Challenges and constraints frontline workers face every day
• Finding the best fit solutions
• Ecosystem framework that supports frontline workers
• Problems with having no company email address
• What really motivates effective frontline teams (spoiler: it’s not corporate)
• How AI can support frontline workers

Time: 37 minutes

Transcript: Download
Rethinking How We Support Frontline Workers

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