In The Know with Axonify: Recent Episodes
Axonify
In The Know is your 25-minute deep dive into the biggest topics in workplace learning and performance. With so much content available on buzzy topics, it can be hard to figure out what's real and what's hype. Plus, who has the time to attend hours of webinars and online conferences to keep up with the latest and greatest? Our In The Know guests break down popular topics and provide just the information you need to get started applying proven practices within your organization. In the Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience, head over to axonify.com.
Retail managers are at a breaking point. Facing staffing shortages, burnout and labor hour reductions, they’re struggling to keep operations running smoothly while balancing increasing demands. With the holiday season fast approaching, retailers are relying on frontline operations to deliver 20-30% of their annual sales at a time when inflation-wary consumers are reducing discretionary spending. How can corporate teams empower their managers to lead successful store teams during this critical season?
Kit Campoy, a former retail manager with 20 years of experience and author of The Retail Leader’s Field Guide, has a few ideas. She shared practical insights with ITK host JD Dillon about how corporate teams can empower store managers to navigate burnout, inspire their teams and foster strong in-store communities, all while gearing up for the busiest season of the year. This timely discussion is packed with actionable strategies for frontline success!
- Get your copy of Kit Campoy’s book - The Retail Leader’s Field Guide: https://a.co/d/8qlpL2y
- Join 2,000+ others and subscribe to her substack, “The Voice of the Frontline”: https://kitcampoy.substack.com/
- Subscribe for ITK updates and show announcements at axonify.com/itk
- Get a copy of JD’s book - The Modern Learning Ecosystem: jdwroteabook.com/
For more about why Axonify is the essential employee enablement solution that equips frontlines with the tools to learn, connect and get things done, visit https://www.axonify.com.
Have you ever had two leaders telling you two different things that are in direct opposition to each other? It’s a common dish served in foodservice, where franchised locations, channel teams or contracted locations mean that a worker might suddenly feel like they’re sandwiched between more than one boss.
And that disjointed experience makes it hard to rally employees around a consistent and engaging brand mission that enables and empowers employees to deliver guest experiences that drive loyalty and revenue.
Enter Eurest USA, a contract foodservice company within Compass Group that's developed an award-winning recipe for delivering memorable food and guest experiences across 48 states and a wide range of restaurants and brands.
Alison Lambert, Director of Engagement & Insights at Eurest, joined ITK host JD Dillon to share how the organization tackles the meaty challenge of ensuring its 16K+ team members are empowered to deliver a meaningful, consistent guest experience while connected to the same company-wide goals.
- Learn more about Eurest - Eurest-USA.com
- Follow Eurest on Instagram - instagram.com/eurestusa
- Support Alison’s charity of choice, Best Buddies International - bestbuddies.org
- Get a copy of JD’s book, The Modern Learning Ecosystem - jdwroteabook.com
For more about why Axonify is the essential employee enablement solution that equips frontlines with the tools to learn, connect and get things done, visit https://www.axonify.com.
Frontline managers have the power to change lives. But 49% are burned out on a daily basis. If we’re going to rely on them to run our businesses and take care of our people, they’ll need our help.
Monica Rothgery, former Chief Operations Officer of KFC U.S., joined JD Dillon to discuss the essential role frontline managers play in today’s workplace. They explore practical strategies for helping managers balance corporate priorities, demanding customers and frontline needs. Sharing real-world stories and lessons learned from years spent managing restaurants, movie theaters and theme parks, they unpack why it’s time to shift from managing to leading on the frontline.
- Watch the full video of this episode plus past ITKs on the Axonify YouTube Channel.
- Grab a copy of Monica’s book - Lessons from the Drive Thru - at monicarothgery.com/
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Get a copy of JD’s book - The Modern Learning Ecosystem -at jdwroteabook.com.
For more about why Axonify is the proven employee enablement solution that equips frontlines with the essential tools to learn, connect and get things done, visit https://www.axonify.com.
Which companies provide the BEST customer service? Names like Disney, Zappos and Southwest Airlines immediately come to mind for their ability to deliver exceptional service while running efficient, safe and profitable businesses. But what if we told you that one of the world’s greatest service cultures can be found at a deli in Ann Arbor, Michigan?
Zingerman’s Delicatessen opened its doors in 1982. Now, over 40 years later, the company operates 10 different specialty businesses, all working toward the goal of making the shopping and eating experience more memorable than ever. But Zingerman’s is more than a deli or bakery or candy manufactory—it’s a community rooted in a culture of service that elevates the customer AND employee experience.
So how do you enable your frontline team to run a profitable business while delivering world-class customer service?ITK host JD Dillon finds out from Timo Anderson, Trainer at ZingTrain who shares how training, recognition and measurement come together to foster a service culture that brings customers back while driving business results.
- Watch the full video of this episode plus past ITKs on the Axonify YouTube Channel.
- Learn more about Zingerman’s culture of service: https://www.zingtrain.com/blog/building-a-culture-of-great-service
- Get more info on ZingTrain: https://www.zingtrain.com/
- Download Axonify’s Employee Engagement Playbook: http://axonify.com/playbook
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Get a copy of JD’s book - The Modern Learning Ecosystem -at jdwroteabook.com.
For more about why Axonify is the proven employee enablement solution that equips frontlines with the essential tools to learn, connect and get things done, visit https://www.axonify.com.
It's our smallest episode ever! But it’s not the runtime that’s shrinking, it’s your learning strategy.
That's right—we’re talking about microlearning. Robyn Defelice, Consultant at RADLearning and co-author of Microlearning: Short and Sweet, joins JD Dillon for the latest on all things microlearning.
They break down the key principles of microlearning design, discuss how AI is making microlearning more effective and explain why it represents the outcome-focused approach L&D needs right now.
Plus, JD challenges Robyn to our first-ever Microlearning Melée game! They use their microlearning skills to solve common workplace problems.
- Connect with Robyn Defelice on LinkedIn
- Get your copy of The Ultimate Guide to Microlearning
- Order a copy of Robyn and Karl Kapp's book Microlearning Short and Sweet from ATD's Bookstore or Amazon
- Sign up for ITK show annoucements
- Binge-watch past ITK episodes on Axonify's YouTube channel
- Connect with Axonify in London, UK, at Learning Technologies on 17-18 April
For more about why Axonify is the proven employee enablement solution that equips frontlines with the essential tools to learn, connect and get things done, visit axonify.com.
Creating compelling training content is tough. You're often forced to choose between building it on your own, which is time-consuming and expensive, or borrowing it from an off-the-shelf library, and we all know how disengaging generic training modules can be.
What if you could leverage a proven method for telling powerful, meaningful stories to boost your training effectiveness?
We’re exploring the magic of video with the experts at Vyond. Enrique Olives and Craig Kingsbury join JD to discuss how video content makes workplace training and communication more relevant, efficient and effective. They’ll also share tips for building high-impact videos and showcase Vyond’s latest AI capabilities. Plus, we’ll explain how Axonify’s partnership with Vyond is helping companies overcome the limits of traditional off-the-shelf content.
- Watch the full video of this episode, plus past ITKs, on the Axonify YouTube Channel
- See how real-life organizations like GoHealth, American Express and Whole Foods Market use Vyond to create effective, high-quality video: https://www.vyond.com/case-studies/
- Explore Vyond Go, Vyond’s AI-powered script and video creator: https://www.vyond.com/product/vyond-go/
- Connect with Enrique Olives, Head of Product Marketing at Vyond, on LinkedIn: https://www.linkedin.com/in/enriqueolives/
- Connect with Craig Kingsbury, Customer Success Manager at Vyond, on LinkedIn: https://www.linkedin.com/in/craig-kingsbury/
- Subscribe for ITK updates and show announcements at axonify.com/itk
For more about why Axonify is the proven employee enablement solution that equips frontlines with the essential tools to learn, connect and get things done, visit axonify.com.
Four years—that’s currently how long the typical employee sticks around before looking for new opportunities. But it wasn't always this way and median employee tenure has dropped 10.9% since 2012. The idea of staying with the same company for an entire career is a thing of the past thanks to high-profile layoffs, technological advancements, the rise of the gig economy and a renewed focus on work-life balance. People are starting to question the basic nature of employee loyalty so it makes sense that a new perspective is required.
Michael Esau, SAP's Global HR Advisor, joins JD Dillon to explain why organizations must shift their focus from loyalty to advocacy. We’ll explore how a strong advocacy program can enhance a company's brand reputation, attract top talent and create a more engaged, dynamic and productive workplace culture—even after employees inevitably leave.
Whether you're an HR leader, a manager or simply interested in the future of work, this episode will provide you with actionable insights on harnessing the power of advocacy to transform your employee engagement strategies.
- Watch the full video of this episode plus past ITKs on the Axonify YouTube Channel.
- Listen to The Human Factor Podcast from SAP.
- Read 6 Workplace Trends Leaders Should Watch in 2024 from Gallup.
- Review the Employee Tenure in 2022 Report from the BLS.
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Grab a copy of JD’s book - The Modern Learning Ecosystem -at jdwroteabook.com.
For more about why Axonify is the proven employee enablement solution that equips frontlines with the essential tools to learn, connect and get things done, visit axonify.com.
How do you survive toxic leadership that goes beyond bad managers? We're talking the kind of leaders who bully, intimidate and exploit their teams, creating a work environment that erodes trust, damages relationships and undermines the well-being of employees. If you have a toxic leader, what are your options? And how can your organization protect the workplace so employees feel safe to do their best work in an environment that's fundamentally inclusive, trusting and supportive?
Loren Sanders shared some ideas on ITK! Loren is a coach, author and talent management consultant who helps non-HR people better understand how HR and business can work together to foster sustained organizational success. The author behind the book Empathy Is Not A Weakness: And Other Stories from the Edge joined JD to discuss ways to confront and combat toxic leadership for both professionals and organizations looking to overcome this unfortunate but common workplace obstacle.
- Watch the full video of this episode on the Axonify YouTube Channel.
- Grab a copy of Loren's book Empathy is Not a Weakness.
- Download Donald Taylor's 2024 L&D Global Sentiment Survey report.
- Get your copy of Forrester's Q4 2023 Learning Management System and Experience Platform Landscape Report.
- Watch Axonify's Supporting the Whole Human at Work session.
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Grab a copy of JD’s book - The Modern Learning Ecosystem -at jdwroteabook.com.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
"We don’t have time for learning!”
How many times have you heard this objection in your L&D career? There’s just too much going on in the operation to make time for L&D activities. Plus, people are already overloaded with compliance training. This means learning is often seen as a distraction from work rather than an essential part of the job.
How do we make learning a top priority, even in the busiest workplace? And how do we evolve the role of L&D from compliance-focused order takers to strategic business partners trusted to solve the organization’s biggest performance challenges?
In this episode of ITK, we're asking Dr. Keith Keating, Chief Learning & Development Officer at BDO Canada and author of the new book, The Trusted Learning Advisor. Keith will explain how L&D can live up to its full potential by establishing credibility with stakeholders, delivering value for organizations and positively impacting employees’ lives.
For more about why Axonify is the proven employee enablement solution that equips frontlines with the essential tools to learn, connect and get things done, visit https://www.axonify.com.
When should you PUSH training to employees, and when should you make learning resources available for people to PULL on their own?
Daniel Johnson and John Parsell from Merck sit down with JD Dillon to discuss the challenges of balancing the push/pull reality of workplace learning. They explore the complexities of L&D within a highly-regulated industry and the problems that can arise when employees get overloaded with required training. Daniel and John also provide practical tips for leveraging technology to balance push/pull learning and helping stakeholders understand why every problem doesn’t require a training solution.
For more about why Axonify is the proven employee enablement solution that equips frontlines with the essential tools to learn, connect and get things done, visit https://www.axonify.com.
Think back to your most memorable hotel experiences. What do they have in common?
Moments of delight. It’s when you’re greeted by name at reception. Or when that bottle of champagne suddenly appears in your room. Or when an associate goes out of their way to get you that dinner reservation. Those are the moments that build lifelong loyalty.
But those moments are hard to scale. How do you empower associates across the world to deliver this top-tier experience, while still maintaining the brand consistency that guests are accustomed to? For Dara Pinke, Vice-President of Learning and Engagement at Jumeirah Hotels & Resorts, it comes down to empowering your people to problem solve. And it’s not always easy.
On In The Know, Dara joins JD Dillon to discuss how Jumeirah enables its people at 26 luxury properties across the Middle East, Europe and Asia to deliver those moments of delight every day. They’ll explore how Jumeirah fits learning into the workflow for the multiple lines of business within each resort, and the critical role frontline managers play in balancing associate empowerment and brand consistency.
For more about why Axonify is the proven employee enablement solution that equips frontlines with the essential tools to learn, connect and get things done, visit https://www.axonify.com.
Great customer service in healthcare is essential but includes added expectation thanks in part to the sensitivities and vulnerabilities associated with the industry. People want to be treated with respect and empathy and have easy access to reliable, accurate information. But providing this type of experience can be a challenge when you have thousands of employees across multiple business units. How do you make sure each customer gets the same top-notch experience during every interaction?
Sam Anderson, Director of Customer Experience Learning and Development at Cardinal Health, joins JD Dillon to share his team’s award-winning approach to customer service training. Sam explains why it’s important to start with the end in mind by identifying critical business metrics to measure the impact of your learning strategy. He breaks down the key components of the company's EASEE program and explains how they applied microlearning and coaching to reinforce key customer service skills.
- Read the Cardinal Health EASEE case study in Training Magazine.
- Download the Grocery Enablement Toolkit at http://axonify.com/toolkit
- Watch the full video of this episode on the Axonify YouTube Channel.
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Grab a copy of JD’s book - The Modern Learning Ecosystem -at jdwroteabook.com.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
AI is already taking on tasks typically completed by people. It’s answering contact center calls, taking drive-thru orders and writing marketing copy. Companies are betting on AI to reduce costs, alleviate staffing challenges and improve efficiency. But where does this leave workers? Is AI just going to replace people, or can this technology actually make work more human?
Join Juan Naranjo and JD Dillon as they share ideas for leveraging AI to improve the employee experience. Juan applies AI in his work as Senior Manager of Corporate Design and Development in the Canadian telecommunications industry and JD’s spent 10 years leveraging AI as an L&D professional and technologist. Together, they’ll show you how AI can make your workplace more efficient, creative and human.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
To celebrate AxoniCom 2023 taking over Nashville, host JD Dillon invited some of the conference’s movers and shakers to ITK.
Foot Locker’s former CEO Dick Johnson discussed what attendees can expect from his fireside chat with Axonify Co-founder and CRO Christine Tutssel. Then, Dessy Daskalov, Axonify’s SVP of Development, shares three nuggets about Axonify and AI. And Vijitharan Nageswaran, podcast host, Axonify’s Principal Solutions Consultant—and the big show’s mainstage MC!—shares what to look forward to as a first-time AxoniCom attendee.
This episode also takes a short detour with a look back at our past conferences and some of the unforgettable frontline insights from AxoniCom since it started in 2015.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
How do you build a truly great and healthy workplace culture, and what does it take to bring the values posted on office walls to life, every single day?
Melissa Daimler, CLO at Udemy and author of "ReCulturing: Design Your Company Culture to Connect with Strategy and Purpose for Lasting Success," joins JD to explore the key elements of building exceptional workplace cultures and how behaviors, processes and practices intersect to shape the outcome.
Melissa and JD also discuss how remote work impacts (and can even contribute) to an effective company culture and why it takes more than a robust course catalog to become a true learning organization.
- Watch the full video of this episode on the Axonify YouTube Channel.
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Grab a copy of Melissa’s book - ReCulturing - at melissadaimler.com/reculturing-book.
- Get your ticket for AxoniCom 2023 in Nashville this October at axonify.com/axonicom.
- Grab a copy of JD’s book - The Modern Learning Ecosystem -at jdwroteabook.com.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
What do today’s employees want in a job?
Dr. Steven T. Hunt, Ph.D., SAP’s Chief Expert of Technology & Work, joins JD Dillon to share his perspective on what it takes to create a desirable workplace. Steve digs into trendy topics, like generational differences and remote work, and explains why they’re distractions from the important ideas organizations should focus on: job design and human psychology.
Steve also talks about his new book, Talent Tectonics, and how it can help companies design work experiences that attract, enable and retain exceptional employees.
- Watch the full video of this episode on the Axonify YouTube Channel.
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Grab a copy of Steve’s book at talenttectonics.com.
- Get your ticket for AxoniCom 2023 in Nashville this October at axonify.com/axonicom.
- Grab a copy of JD’s book - The Modern Learning Ecosystem at jdwroteabook.com.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
How much learning technology do you actually need?
Rachel Horwitz joins ITK to discuss learning tech optimization. Rachel has managed HR and L&D practices at Mars, The Estée Lauder Companies and ConvaTec. Now her team at Learning Culture Partners helps organizations improve the utility, scalability and cost-effectiveness of their learning tech ecosystems.
If you want expert tips on how to get maximum value and impact from your technology investments, join Rachel and JD for this spirited conversation!
- Watch the full video of this episode on the Axonify YouTube Channel.
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Donate to SOS Children’s Villages at www.sosflorida.com.
- Grab your ticket for AxoniCom 2023 in Nashville this October at axonify.com/axonicom.
- Grab a copy of JD’s book - The Modern Learning Ecosystem at jdwroteabook.com.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
We’re celebrating the release of Learning Experience Design Essentials, the new book from one of our favorite ITK guests, Cara North!
Cara’s gone from “accidental instructional designer” with Amazon to L&D director with Circulo Health to literally writing the book on modern learning design. Now she joins JD for a rousing game of Agree to Disagree! where they both share their takes on the hottest questions in L&D.
- Watch the full video of this episode on the Axonify YouTube Channel.
- Pick up a copy of Cara North's new book Learning Experience Design Essentialsat td.org/book/learning-experience-design-essentials.
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Grab your ticket for AxoniCom 2023 in Nashville this October at axonify.com/axonicom.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
Who deserves the chance to get better at their jobs?
Everyone, of course! And while the answer is obvious, delivering on that promise is more nuanced than you may realize.
Diane Elkins, co-founder of Artisan E-Learning and founding member of Inspire Accessibility, joins JD to share practical insights for improving equity in workplace learning and explains why accessibility is about so much more than checking regulatory boxes. She debunks common accessibility myths, highlights frequent learning design mistakes and provides proven tips for selecting partners that truly prioritize accessibility.
- Watch the full video of this episode on the Axonify YouTube Channel.
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Donate to support Canine Assistants.
- Grab your copy of Everything you need to know about frontline enablement.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
If you want tried-and-tested tactics to keep your people engaged and invested in the success of your business, look to startups. If larger organizations can successfully tap into that agile innovation … you’ve got the potential for magic.
Endy, Canada’s leading online mattress brand, is building a culture of deliberate and continuous learning that starts on day one. The goal? Build out a team of experts who can pivot quickly to act in the company’s best interest, every single day.
Join Gloria Chau, Endy’s Manager of Learning and Development, and Axonify’s JD Dillon as they explore Endy’s foundational learning culture and identify key learnings that larger enterprise companies should keep top-of-mind in the face of constant change.
- Watch the full video of this episode on the Axonify YouTube Channel.
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Donate to support Furniture Bank.
- Learn more Max, Axonify's latest AI-powered innovation.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
Did you know the average person will have between 3 and 7 different careers over the course of their professional lives?
We explore modern tactics for career development with Al Dea, Leadership Development Consultant and host of The Edge of Work podcast. Al's work has been cited in The Wall Street Journal, Time, Fast Company and The World Economic Forum. Now he joins JD on ITK to redefine concept of a career in the modern workplace, including:
- What's wrong with the phrase "employees should own their careers"
- Why career building is a team sport
- The role managers must play in enabling career development
- Whether you should follow passion or skill when charting a career path
- How to know when its time to move on
Al and JD also share their own career journeys and key insights they’ve picked up while working with companies like Disney, Deloitte and Salesforce.
If you’re actively looking for your next role, starting to think about making a change or looking to expand your professional network, this episode is for you!
- Watch the full video of this episode on the Axonify YouTube Channel.
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Learn more about JD's new book - The Modern Learning Ecosystem - at jdwroteabook.com.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
Elizabeth Thompson (Founder and Chief Experience Officer for Intuitive Quest) has seen it all in her 20-plus year career in HR.
From mass layoffs at Starbucks during a recession to having a front row seat to a Chapter 11 experience with Southeastern Grocers as the Chief People Officer and how the grocer came out of the experience not only wiser but transformed to a level that resulted in a Harvard Business School case study on their cultural transformation. Elizabeth has witnessed seismic global shifts that have impacted how we support employees and develop leaders, and created a framework for how organizations can embrace change and build trust while staying open and agile enough to continuously adapt.
Elizabeth joins JD Dillon (Axonify) to chat about how positive change starts with good leadership and that a focus on 3 core pillars—communication, leader training & development and data that proves impact to stakeholders—combined with a willingness to be vulnerable and tear down old structures can lead to a breakthrough.
- Read the full Grocery EX Snapshot from Axonify at axonify.com/GroceryEX.
- Watch the full video of this episode on the Axonify YouTube Channel.
- Subscribe for ITK updates and show announcements at axonify.com/itk.
- Learn more about JD's new book - The Modern Learning Ecosystem - at jdwroteabook.com.
In The Know is brought to you by Axonify, the proven frontline enablement solution that gives employees everything they need to learn, connect and get things done. With an industry-leading 83% engagement rate, Axonify is used by companies to deliver next-level CX, higher sales, improved workplace safety and lower turnover. To learn more about how Axonify enables over 3.5 million frontline workers in 160-plus countries, in over 250 companies including Lowe’s, Kroger, Walmart and Citizens Bank, visit axonify.com.
How do we make it easier for frontline workers to do their jobs?
It’s a simple question, but the answer is more nuanced than you might expect. RedThread Research asked over 500 employees and 50 leaders from a wide range of industries and job functions about what’s working—and what’s not—when it comes to enabling the success of their teams for its recent report, Getting Real About the Frontline Workforce.
Join report authors Heather Gilmartin Adams and Dani Johnson and Axonify’s Josh Felix as they unpack the findings from this pivotal report to learn what organizations are doing to drive progress—and what barriers they still need to overcome. They explore the connection between stability and high performance, the disconnect around employee development, the rise and fall of frontline recognition and more.
Grab a copy of "Getting Real about the Frontline Workforce" from RedThread Research (ungated) at axonify.com/redthread.
Watch the full video of this episode on the Axonify YouTube Channel.
Sign up for ITK updates and show announcements at axonify.com/itk.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like Kroger, Levi's, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
We’re settling the debate on gamification—again!
Join us for a rewind (not rerun) of our most popular episode to date. Karl Kapp—the man who literally wrote the book on the subject—joins JD for a no-nonsense conversation on the dos and don’ts of gamification. Karl plays the ITK Game and explains how you can increase engagement, boost knowledge and super-size the fun by blending game mechanics within your learning programs.
Karl also gives us an update on his YouTube series, The Unofficial, Unauthorized History of Learning Games. If you’ve ever wondered what L&D can learn from Candy Land, be sure to check it out!
Watch the full video of this episode on the Axonify YouTube Channel.
Sign up for ITK updates and show announcements at axonify.com/itk.
Grab a copy of JD's new book - The Modern Learning Ecosystem - at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like Kroger, Levi's, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
We’re jumping into our DeLorean to discover the future of L&D!
2023 is a critical year for the L&D profession. After three years of nonstop disruption, L&D pros have an opportunity to define the role they’ll play in the future of work. To make smart investments, they must get past the hype and focus their limited time and resources on the best ideas. But how can L&D specialists determine which ideas are worth pursuing and which will fade out fast? It’s not like they have a time machine—or do they?
Join Donald H Taylor and JD Dillon on a journey back to the future of L&D! Don’s had his finger on the pulse of the industry for years thanks to his annual Global Sentiment Survey. Don and JD will turn back the clock to find out how the biggest trends impacted the workplace over the past two decades. Then they’ll travel 88 mph (or 142 kph) to explore new ideas that are shaping the future of L&D, including AI, reskilling and the metaverse.
Dona also provides a sneak peek into the Learning Technologies Conference happening May 3-4 in London, England.
Watch the full video of this episode on the Axonify YouTube Channel.
Sign up for ITK updates and show announcements at axonify.com/itk.
Grab a copy of JD's new book - The Modern Learning Ecosystem - at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like Kroger, Levi's, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
This conversation gets SPICY!!!
With a marketplace full of options and new competitors emerging daily, it’s more difficult (and expensive) than ever to attract and retain customers. Today’s buyers aren’t just looking for vendors; they’re searching for partners who are dedicated to shared success. That’s why an awesome customer education program is essential to improving retention and growing your brand.
Ryan Dillon, Vice President of Corporate Development at Thought Industries, joins JD Dillon to break down the essentials of a solid customer education program and connect over some common ground—they have the same last name, both work in tech and are both online talk show hosts!
Ryan’s show Hot Takes is inspired by the popular YouTube chicken wing/celeb interview series Hot Ones. So, to make our guest feel at home, as the conversation around how to build a rad customer education program heats up, Ryan and JD eat increasingly spicy chicken wings.
Get ready for 2 Dillons, 7 hot sauces and 25 minutes of fun on this ITK episode!
Watch the full video of this episode on the Axonify YouTube Channel.
Sign up for ITK updates and show announcements at axonify.com/itk.
Grab a copy of JD's new book - The Modern Learning Ecosystem - at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like Kroger, Levi's, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Do you remember the end of Charlie and the Chocolate Factory (the original, not the remake)? Charlie, Grandpa Joe and Willy Wonka board the Great Glass Wonkavator. It’s not an elevator because “an elevator can only go up and down, but the Wonkavator can go sideways and slantways and longways and backways … and any other ways you can think of …”
A flying elevator isn’t just a fun way to end a movie—it’s also the perfect metaphor for career development in today's workplace!
Join Lori Niles-Hofmann (Senior EdTech Transformation Strategist at NilesNolen) and JD Dillon as they break down the concept of the skill-based organization. They explain why career paths are an outdated notion and how continuous upskilling fosters organizational agility, staves off disruption and empowers workers to seize new opportunities. This is a can’t-miss episode for anyone building a skill-based talent strategy!
Watch the full video of this episode on the Axonify YouTube Channel.
Sign up for ITK updates and show announcements at axonify.com/itk.
Learn more about and donate to Dreamflight at www.dreamflight.org.
Grab a copy of JD's new book - The Modern Learning Ecosystem - at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like Kroger, Levi's, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
AI is everywhere!
ChatGPT can write quirky poetry. Bing can summarize entire webpages. Stable Diffusion can make U.S. presidents look like Pixar characters. The technology is impressive, but how will this next wave of digital innovation impact the employee experience?
Join JD Dillon as he dives into the potential benefits and risks for AI at work with a very special guest: AI. That’s right! JD stretches the limits of AI-powered tech by conducting a live interview with a fully digital guest. Together, they explore a range of AI workplace applications, from recruiting and training to engagement and talent mobility. JD also shares questions you MUST ask before introducing AI-enabled tech in your organization.
Watch this episode on the Axonify YouTube Channel to get a real sense of what generative AI can do!
Check out the AI-powered tools used to create this episode:
- ChatGPT
- Synthesia
- Midjourney
- D-ID
- Resemble
- Axonify
Sign up for ITK updates and show announcements at axonify.com/itk.
Grab a copy of JD's new book - The Modern Learning Ecosystem - at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like Kroger, Levi's, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
What if you could transform disruption from a BIG, SCARY force into a personal strategy for success?
Shawn Kanungo brings his passion for storytelling and unique lens on disruptive innovation to ITK. His new book - The Bold Ones - is a playbook for putting new ideas into action and levelling up your career. Shawn and JD discuss the impact of disruption on today’s workplace, why Shawn thinks the best way to get ahead is to try and get fired, the myth about best practices and what it takes to get people to embrace change rather than fear it.
Check out this energy-packed episode with 🔥 ideas that inspire! Watch the full video of this episode on the Axonify YouTube Channel. Learn more about Shawn's work and grab a copy of The Bold Ones at shawnkanungo.com.
Sign up for ITK updates and show announcements at axonify.com/itk.
Learn more about JD's new book - The Modern Learning Ecosystem - at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Budgets are tight. Time is tighter. L&D often shifts from critical business strategy to unnecessary distraction when people are asked to do more with less. “We don’t have time for learning” becomes a common objection. How can organizations close skill gaps and deliver business value without constantly disrupting the operation?
Bob Mosher, Founding Partner and Chief Learning Evangelist at APPLY Synergies, wrote the book on workflow learning—literally. He joins Josh Felix from Axonify to discuss the missing ingredient in most L&D strategies— sustainment—and why it's essential to delivering business value. Bob also explains why L&D needs to spend more time getting to know its audience and how they do their jobs before jumping into solution design.
Sign up for ITK updates and show announcements at axonify.com/itk.
Watch the full video of this episode on the Axonify YouTube Channel.
Learn more about JD's new book - The Modern Learning Ecosystem - at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Is it HYPE or HAPPENING?
That’s the question we answer on this ITK as we explore the BIGGEST employee experience trends for 2023. There are lots of articles, podcasts and webinars out there right now telling you what to care about this year as L&D, HR and EX professionals. But are those topics really worth your limited time, resources and investment?
Jordan Ekers (VP - Product Marketing at Axonify) joins JD to break down the hype machine. We get past the headlines and share practical insights into …
- Economic uncertainty
- Layoffs and labor shortages
- Manager burnout and support
- AI in the workplace
- Skill-based talent strategies
- Remote and flexible work
- Doing more with less
Sign up for ITK updates and show announcements at axonify.com/itk.
Download the brand new Deskless Report - Retail Edition.
Watch the full video of this episode on the Axonify YouTube Channel.
Learn more about JD's new book - The Modern Learning Ecosystem - at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Empower your employees to bring their whole selves to work!
Jenifer Calcamuggi, Director of Learning and Talent Development at Shake Shack, joins JD to explore the role of talent development in shaping the future of work.
Jenifer explains why topics like resilience, wellbeing and fulfillment are essential focus areas in today’s workplace. We discuss transforming jobs into careers through continuous people development. Jenifer highlights an underestimated pool of new corporate talent — transitioning teachers — and the unique skills they bring to workplace learning.
Sign up for ITK updates and show announcements at axonify.com/itk.
Watch the full video of this episode on the Axonify YouTube Channel.
Learn more about JD's new book - The Modern Learning Ecosystem - at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
We’re celebrating the launch of JD’s new book!
The Modern Learning Ecosystem dropped on November 29th. It’s a call to action for L&D to rethink their practices to help employees keep pace with change, solve today’s biggest problems and build the knowledge and skills needed to seize tomorrow’s opportunities.
JD invited L&D’s most well-known authors to join the party, including Elaine Biech (The Art and Science of Training), Karl Kapp (The Gamification of Learning and Instruction) and Cara North (Learning Experience Design Essentials).
Find more info on JD's new book at jdwroteabook.com. Follow Axonify on LinkedIn for a chance to win a copy over the next few weeks.
Watch the full video of this episode on the Axonify YouTube Channel.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Make sure employees feel like they belong from Day 1!
Belonging is a fundamental human need. We seek out people and places that accept us for who we are. This drive for connection extends into the workplace where a strong sense of belonging can improve engagement and performance. What steps can organizations take to foster belonging, boost trust and create enthusiastic brand advocates?
David Bator, Director of the Achievers Workforce Institute, joins JD to explore the importance of belonging in today’s workplace. David explains why companies that foster belonging have 3x higher productivity, engagement and job commitment. He shows you how to bring the 5 pillars of belonging - welcomed, known, included, supported and connected - to life within your organization.
Watch the full video of this episode on the Axonify YouTube Channel.
Download the 2022 Culture Report: The Tech-Enabled Employee Experience from Achievers Workforce Institute.
Pre-order JD Dillon's new book - The Modern Learning Ecosystem- before it drops on November 29, 2022! Learn more at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
42% of deskless workers want to quit. Why?
This is a must-answer question for companies trying to attract and retain workers in a tight labor market. Frontline employees have more options than ever thanks to rising wages, remote positions and gig work. The best gift you can give your frontline teams this holiday season is the exceptional employee experience they deserve. They are doing the heavy lifting after all!
Luckily, we have the information you need to get started.
JD and Josh Felix from Axonify uncover the biggest insights from The Deskless Report. Find out what matters most to frontline workers - directly from frontline workers. Identify critical disconnects between corporate leaders and frontline teams that erode trust and hamper performance. Explore the essential role frontline managers play in fostering a happy, engaged and productive deskless workforce.
Download your copy of The Deskless Report at axonify.com/deskless.
Watch the full video of this episode on the Axonify YouTube Channel.
If you're listening from the US, be sure to get out and VOTE on November 8th! Visit vote.org for local voting information.
Pre-order JD Dillon's new book - The Modern Learning Ecosystem- before it drops on November 29, 2022! Learn more at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Attract + Enable + Engage = Retain
“Now Hiring” signs are a common sight nowadays. Retailers and restaurants continue to struggle with labor shortages, and the problem only seems to be getting worse. 42% of frontline workers currently want to quit, up from 36% in 2021 according to The Deskless Report from Axonify. You can’t provide exceptional customer experiences without an experienced, knowledgeable staff. What does it take to attract and retain great workers in a tight labor market?
Tom Rudar (Talent Manager) and Jeff Berquist(Training & Development Manager) from Heinen’s Grocery Store join JD to share their formula for overcoming frontline staffing challenges. Tom and Jeff will explain how they’ve adapted their talent acquisition strategy to address changing market realities. They’ll show you how to reimagine onboarding to get associates on the job faster and continue development through the first 100 days and beyond. They’ll highlight the importance of communication and cross-training in fostering engaged, motivated, capable frontline teams.
Watch the full video of this episode on the Axonify YouTube Channel.
Support Hurricane Ian recovery efforts via the American Red Cross and Feeding Florida.
Pre-order JD Dillon's new book - The Modern Learning Ecosystem- before it drops on November 29, 2022! Learn more at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Fix learning measurement (finally)!
L&D has struggled with measurement for … well … forever. The industry is littered with models and frameworks, but most organizations continue to rely on flawed metrics like survey feedback and test scores to determine the value of learning programs.
Good data practices are essential for justifying learning investment and powering advanced practices like adaptive learning. But how can L&D fix a problem that’s older than most L&D professionals? There’s only one way to solve this case: call the L&D Detective!
Kevin M. Yates, the L&D Detective, partners with Josh Felix from Axonify on an investigation into L&D’s perpetual struggles with data. Kevin will uncover the metrics on which L&D should be focused and solve the biggest puzzle of them all: how to measure the impact of learning.
Learn more about Kevin's nonprofit organization Meals in the Meantime.
Watch the full video of this episode on the Axonify YouTube Channel.
Pre-order JD Dillon's new book - The Modern Learning Ecosystem- before it drops on November 29, 2022! Learn more at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
To go or not to go? That is the question when it comes to industry events.
The conference landscape changed dramatically in 2020 as in-person events were replaced by online activities. Today, employees have hundreds of online options - webinars, events, podcasts, livestreams - to support of their development. Does this mean in-person conferences are a thing of the past, or are they still a meaningful part of professional development that’s worth the investment?
David Kelly, CEO of The Learning Guild, sits down with JD Dillon to discuss the realities of industry events in our increasingly hybrid workplace. David shares his perspective on the value of in-person conferences along with his vision for enabling professional development across the global L&D community. David also previews The Guild’s upcoming Learning 2022 (Orlando) and DevLearn (Las Vegas) conferences.
Plus, JD shares 10 expert tips for getting the most of our your conference experience.
Watch the full video of this episode on the Axonify YouTube Channel.
Pre-order JD's new book - The Modern Learning Ecosystem - before it drops on November 29, 2022 via Amazon, Barnes & Noble and ATD. Learn more at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Bring your skills strategy to life!
The skills conversation is everywhere. Everyone appears to want skills - people's proven ability to do the work - to be the foundation of their workforce strategies. It makes sense - on paper. But there are still plenty of questions left to be answered, including:
- What is a skill?
- How do you measure skills?
- How do you operationalize skill data to improve the employee experience and add value to the business?
Dani Johnson, Co-Founder and Principal at RedThread Research, stops by to set the record straight on skills. Dani and JD Dillon explore the potential for skill-based approaches to transform talent development.
JD also breaks down his biggest issue with the ongoing remote work debate.
Watch the full video of this episode on the Axonify YouTube Channel.
Read the RedThread article that inspired this conversation.
JD's new book - The Modern Learning Ecosystem - is available for pre-order via Amazon and ATD. Learn more at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Turn off the training firehose!
Here’s the biggest secret about workplace learning: people are built to forget. We can only retain so much information in a short period. This is why traditional courses don’t work - people aren’t built to learn that way. Instead, L&D should deliver and reinforce training in short bursts over extended periods. Instead of relying on courses, think about learning programs as campaigns.
Amy Wallace, Vice President of Learning and Development at Members 1st Federal Credit Union, joins JD Dillon to share her insights into campaign-based learning. Amy and JD discuss the process of breaking down courses into short, digestible bites as well as how learning campaigns can help you move beyond check-the-box compliance and drive measurable behavior change.
Watch the full video of this episode on the Axonify YouTube Channel.
JD's new book - The Modern Learning Ecosystem - is available for pre-order via Amazon and ATD. Learn more at jdwroteabook.com.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
What do L&D professionals actually do?
It can be hard for L&D pros to explain their jobs to people outside the profession. Sometimes they’re teachers. Sometimes they’re media designers. And sometimes they’re the people who make employees finish those boring compliance courses. In reality, L&D is a dynamic profession with lots of opportunity for people with different interests and skills.
Do you know your options for building a career in L&D? Does your company have the right L&D roles in place to properly enable your business?
Tracie Cantu, Senior Manager - Talent Operations at Atlassian, joins JD Dillon to discuss L&D careers. They share their L&D origin stories and explore some less familiar L&D jobs that play critical roles in modern learning and enablement functions.
Watch the full video of this episode on the Axonify YouTube channel.
Follow JD on LinkedIn to catch his daily BIG LIST of Cool L&D jobs.
Pre-order JD's new book - The Modern Learning Ecosystem - via Amazon or ATD.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
The news is hot off the press: Axonify acquired Nudge! Together, we’re about to take the frontline digital experience to the next level.
What does this partnership mean for frontline employers? How is Axonify going to transform the employee experience through learning, communication and execution technology? And how can we help companies become employers of choice in a competitive talent marketplace?
JD Dillon is joined by Jordan Ekers, Co-Founder and COO at Nudge, to share our vision for the not-so-distant future of the frontline employee experience.
Watch the full video of this episode on the Axonify YouTube channel.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
L&D professionals are lifelong learners who inherently understand the importance of ongoing skill development. But do they prioritize building their own skillset to keep up with the rapid changes in the workplace? Unfortunately, the biggest irony in workplace learning is how little professional development the learning and development people tend to do.
JD Dillon is joined by John Hinchliffe, Head of Engagement at Jam Pan and Founder of the Global Learning and Development Community (GLDC). They debate the essential skills L&D pros need to be successful in today's workplace as well as best practices for continuous development during a rousing game of Agree to Disagree.
Watch the full video of this episode on the Axonify YouTube channel.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Content is a constant headache in workplace learning. It’s expensive to buy. It’s time consuming to build and maintain. And most of it sits on a shelf unused. Delivering good training content is hard. Doing it in an engaging way at the speed required is almost impossible … or is it?
Let’s find out how a modern content strategy can save time, money and headaches. JD is joined by Ingrid Carreres - Senior Bilingual Instructional Designer at Sonnet Insurance. Ingrid explains how her team leverages a strategic mix of OTS and home-grown content to deliver timely, relevant training that boosts L&D credibility and drives results.
BONUS: JD showcases Axonify's new AI Content Assistant!
BONUS BONUS: JD shares the exciting news of Axonify's acquisition of Nudge!!
Check out this case study to learn more about Sonnet's strategy for training frontline advisors.
Watch the full video of this episode on the Axonify YouTube channel.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
How difficult is writing a GOOD multiple-choice question?
a) It’s so easy anyone can do it.
b) It’s a standard skill for all L&D professionals.
c) There’s a lot more that goes into it than most people realize.
The answer is always C - and that’s the problem! A well-written multiple-choice question can efficiently measure a wide range of important learning outcomes - not just recall. Unfortunately, we’ve all taken bad tests with unclear questions, tricky distractors and answer choices packed with so much legalese that the correct option is obvious.
So what constitutes a GOOD multiple choice question? Let’s ask Patti Shank, PhD, International-recognized learning expert and author of Write Better Multiple-Choice Questions To Assess Learning. JD and Patti discuss the benefits of good questions, how to write them and why they’re an essential part of a modern workplace learning strategy.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Mickey Mouse. Harry Potter. Cara North!
The ATD International Conference & Expo is the biggest event of the year in workplace learning and performance in North America. But don’t worry if you couldn’t make it to Orlando for ATD22. We’ve got you covered!
JD breaks down the #ATD22 experience with Cara North, Director of Learning and Development at Circulo Health. They explore the most popular trends from the event along with big ideas that are making a real impact on workplace performance. JD and Cara also discuss topics that didn’t get enough airtime and what it means for the L&D profession.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Playing games at work? What a waste of time! Or is it …
Gamification has been a hotly debated topic in L&D for the past 15 years. Some people contend that it’s just a buzzword. Others swear by its ability to foster motivation and build good learning habits. Gamification is more than adding points and leaderboards to boring eLearning. To do it right, you must thoughtfully apply the right mix of mechanics based on a deep understanding of your workplace culture.
Let’s settle the gamification debate once and for all with the man who literally wrote the book on the subject. JD is joined by Karl Kapp - professor, author and gamification consultant - for a no-nonsense conversation on the dos and don’ts of gamification. Karl also gives us a behind the scenes look at his new YouTube series - The Unofficial, Unauthorized History of Learning Games.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, visit axonify.com.
Technology has transformed retail. Online ordering, curbside pickup, on-demand delivery and personalization are now parts of our everyday shopping experiences. Technology may be the face of retail, but there’s still a frontline team working to execute these digitally-enabled experiences. How has technology transformed the employee experience, and what can retailers do to improve their teams’ digital skills?
JD explores the human side of digital retail transformation with Carl Boutet, Founder and Chief Strategist at Studio Rx. Carl joins us live from The Retail Technology Show in London to share his insights into how companies can leverage the wave of digital transformation to improve frontline capability, engagement and execution.
JD also shares his tips on how to overcome red tape and bring BYOD to life on the frontline.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, head over to axonify.com.
Did you hear Cornerstone is acquiring Edcast?
The learning tech marketplace is undergoing major transformation as familiar providers consolidate while new players continue to emerge. But what does this mean for workplace learning? How can L&D pros keep up with nonstop digital transformation and make smarter tech decisions?
JD called on the most knowledgeable person in learning tech to set things straight. Join Christopher Lind, VP and Chief Learning Officer at ChenMed and host of Learning Tech Talks, for practical tips on how to navigate the changing learning tech landscape.
JD also shares his perspective on the seven reasons for applying technology within workplace learning.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, head over to axonify.com.
Did you know the same percentage of employees who quit due to pay also quit for not having career advancement opportunities (63% - Pew Research)?
JD sits down with Matthew Daniel - Principle for the Career Mobility Center of Excellence at Guild Education - to talk about what it takes to improve talent mobility on the frontline and create meaningful career and life opportunities for essential workers.
JD also provides a new perspective on the skills gap and why organizations need to focus on prioritizing development opportunity before investing in skills-based talent strategies.
In The Know is brought to you by Axonify, the mobile-first training and communication solution that helps make sure your frontline workforce is ready for anything. To learn more about Axonify’s digital learning experience and check out success stories from companies like O’Reilly Auto Parts, Longo’s, Briscoe Group, Citizen’s Bank, MOL Group and Etihad Airways, head over to axonify.com.
We’ve (virtually) traveled the world over the past year to tell the frontline story. We’ve explored a range of frontline forward industries and themes, from grocery and contact centers to resilience and burnout. Now, on the one-year anniversary of The 80 Percent, it’s time to wrap up our podcast series with one final story.
JD sits down with Martin Cerullo, Group Talent Director at Dairy Farm Group, to discuss the connection between workplace learning culture and business agility. Dairy Farm Group is a leading pan-Asian retailer that operates over 10,533 outlets and employs 220,000 people in businesses that span the retail marketplace, from grocery and convenience to health and beauty to home furnishings.
Martin highlights the critical role frontline enablement plays in facilitating rapid business transformation, including keeping up with the rise of digital commerce, implementing advanced health and safety measures and launching a new customer loyalty program. Prior to Dairy Farm, Martin worked in leadership roles for organisations providing consulting services to the Human Resources function, including Alexander Mann Solutions.
Thank you for listening to The 80 Percent. We hope our stories have helped you improve the way you support your frontline team as they continue to keep our businesses and communities moving forward.
We will continue to tell the frontline story in our work at Axonify. If there’s anything we can do to help you better support and enable your frontline, let us know.
This story features clips from past episodes, including:
- EP 10: Resilience in Grocery (Part 2)
- EP 8: The Realities of Reskilling
- EP 3: Still Learning at Home
- EP 21: Preventing Frontline Burnout with Jennifer Moss
- EP 9: Sustaining Frontline Resilience
- EP 4: A Global Perspective
The full 35-episode run of The 80 Percent podcast will remain available on Apple, Google and Spotify as well as axonify.com/podcast. Please share your favorite episodes with peers who are passionate about providing the frontline with the support they need and deserve.
The 80 Percent has been brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for the updates.
Welcome to Frontline Questions, a bi-weekly segment in which JD answers the most popular questions we receive from The 80 Percent listeners.
Today's question is ...
Does gamification work in frontline training?
Send your frontline question to podcast@axonify.com so JD can answer it on a future episode.
Check out gamification books, articles and resources from Dr. Karl Kapp.
Explore an example of gamified learning (and plus your language skills) with Duolingo.
Download The Ultimate Guide to Frontline Training for more tips on how you can provide right-fit support to your frontline teams, including how you can dramatically improve engagement.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for updates.
Welcome to Frontline Questions, a bi-weekly segment in which JD answers the most popular questions we receive from The 80 Percent listeners.
Today's question is ...
How can I translate frontline training content more quickly and cheaply?
Learn more about how artificial intelligence can be applied to improve workplace learning with these curated resources from LearnGeek.
Send your frontline question to podcast@axonify.com so JD can answer it on a future episode.
Download The Ultimate Guide to Frontline Training for more tips on how you can provide right-fit support to your frontline teams.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for updates.
Do you feel exhausted at work?
Do you feel increasingly distanced from or negative about your job?
Are you noticing reduced quality in your work output?
Then you may be experiencing burnout, a legitimate medical condition related to the workplace. In August 2020, 58% of US workers identified themselves as experiencing burnout, up from 45% at the beginning of the pandemic. This issue is damaging workers’ physical and mental health as well as productivity and innovation in the workplace. It’s especially problematic on the frontline, where employees have significantly less control over their day-to-day work experience. Unfortunately, fixing burnout isn’t as simple as taking up meditation or getting more sleep. That’s because burnout is a workplace problem, not a worker problem, and requires changes to the systems and processes that guide how work is done.
JD speaks with Jennifer Moss to learn what organizations can do to protect their frontline teams from burnout. Jennifer is an award-winning journalist, author, public speaker and nationally syndicated radio columnist who researches topics related to happiness and workplace well-being. To acknowledge her contributions to business and public service, Jennifer was named a Canadian Innovator of the Year, an International Female Entrepreneur of the Year, and recipient of the Public Service Award from the Office of President Obama.
The Burnout Epidemic: The Rise of Chronic Stress and How We Can Fix It by Jennifer Moss publishes on September 28, 2021.
Learn More About Preventing Burnout:
- Beyond Burned Out (HBR)
- Burnout Is About Your Workplace, Not Your People (HBR)
- Preventing Burnout Is About Empathetic Leadership (HBR)
- How the Pandemic Exacerbated Burnout (HBR)
- 6 Causes of Burnout and How to Avoid Them (HBR)
- Burnout is an official medical diagnoses, World Health Organization says (CNN)
- How to Not Let Pandemic Fatigue Turn Into Pandemic Burnout (Everyday Health)
- 3 strategies to fight burnout and foster engagement in frontline grocery associates (Axonify)
- 35 more WFH practices (LearnGeek)
If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for the updates.
Welcome to Frontline Questions, a bi-weekly segment in which JD answers the most popular questions we receive from The 80 Percent listeners.
Today's question is ...
How do we implement BYOD on the frontline?
Send your frontline question to podcast@axonify.com so JD can answer it on a future episode.
Download The Ultimate Guide to Frontline Training for more tips on how you can provide right-fit support to your frontline teams, including how you can dramatically improve engagement.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for updates.
What if you could take any random person off the street, plug them into your contact center operation and have them fielding customer calls right away?
It may sound too good to be true. After all, contact center agents have to solve complex customer problems while keeping up with new products and process changes. They typically spend weeks in a classroom before they’re allowed to speak with customers. Managers need them on the phone NOW to deal with spikes in call volume, but they also want agents fully knowledgeable about the company’s offerings. How can contact centers accelerate agent training while making sure they provide great customer service?
JD chats with Sebastian Tindall, Head of Learning and Development Operations at Vitality, who shares his approach to developing highly-capable contact center agents within a fast-paced insurance and wellness operation. They explore resource-based learning, which focuses on providing information and tools agents can access in the workflow to solve problems and build their knowledge.
Check out these recommended resources and professionals to learn more about applying a resource-based approach to learning.
- Bob Mosher - Chief Learning Evangelist, 5 Moments of Need
- David James - Chief Learning Officer, Looop
- Josh Bersin - Global Industry Analyst
- Modern Learning Ecosystem Framework (LearnGeek)
Listen to Sebastian’s appearance on the Learning Uncut podcast with Michelle Ockers.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for the updates.
Welcome to Frontline Questions, a bi-weekly segment in which JD answers the most popular questions we receive from The 80 Percent listeners.
Today's question is ...
How do you measure the impact of frontline training?
Send your frontline question to podcast@axonify.com so JD can answer it on a future episode.
Download The Ultimate Guide to Frontline Training for more tips on how you can provide right-fit support to your frontline teams, including how you can dramatically improve engagement.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for updates.
Zoom meetings. Slack channels. Online learning. Work is more digital than ever … for some people.
While corporate employees have a rich technology ecosystem that keeps them up-to-speed, frontline workers struggle to find timely, consistent information. Tools designed for office-based and work-from-home employees just don’t fit into the hectic frontline workday. Instead, these workers rely on analog methods, such as pre-shift-huddles and time clock postings. They struggle to keep up with the pace of workplace change. They get justifiably frustrated. Their performance declines. Your customer experience and business results suffer.
Corporate and frontline teams do their jobs differently. They need right-fit digital solutions.
JD sits down with Andrea Curry, Senior Vice-President of Product Management at Axonify, to find out what it takes to design technology solutions for the frontline. After building a career in management consulting and professional services, Andrea transitioned into research and product development. Today, she partners with Axonify’s customer community to solve frontline training, communication and performance challenges in ways that also make sense to the market at large. Andrea shares her proven approach to solution design, including how to build user personas, align solutions with operational realities and build a business case for technology investment.
- Why Frontline Workers Must be Part of your Digital Transformation (Forbes)
- Is WhatsApp putting your retail operation at risk? (Axonify)
- It’s time to consider personal devices on the frontline (Axonify)
- 2021 is the Year to Invest in Your Frontline Workforce (HR Daily Advisor)
- The Rise of the Deskless Workforce (Emergence)
- The New Digital Workplace Divide (Unisys)
- How remote work risks a new digital jobs divide for minorities (CNBC)
If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for the updates.
Welcome to Frontline Questions, a bi-weekly segment in which JD answers the most popular questions we receive from The 80 Percent listeners.
Today's question is ...
How do we make frontline training more engaging?
Send your frontline question to podcast@axonify.com so JD can answer it on a future episode.
Download The Ultimate Guide to Frontline Training for more tips on how you can provide right-fit support to your frontline teams, including how you can dramatically improve engagement.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for updates.
How many times have you watched viral videos of Southwest Airlines flight attendants? They sing songs. They crack jokes. They make the safety spiel worth listening to. Southwest team members always seem ready and able to create exceptional guest experiences. However, they work in an industry that’s often known for the exact opposite. So how does Southwest do it?
JD sits down with Ginger Hardage, former SVP of Culture and Communications at Southwest Airlines, to find out how they built an exceptional workplace culture through frontline empowerment. Ginger spent 25 years leading a team of 150 people responsible for building and sustaining Southwest’s legendary culture and communications enterprise. She has received numerous honors throughout her career, including being inducted into the Public Relations Hall of Fame and being named one of Texas’ Most Powerful and Influential Women. In 2017, Ginger launched Unstoppable Cultures, a brand designed to help organizations create and sustain cultures of enduring greatness.
Check out the Unstoppable Cultures Fellowship, a 4-day, interactive Masterclass Experience that teaches proven, effective culture strategies and guides participants in creating their own Culture Roadmap, leading to increased retention, happier employees, and higher-performing organizations.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for the updates.
Welcome to Frontline Questions, a bi-weekly segment in which JD answers the most popular questions we receive from The 80 Percent listeners.
Today's question is ...
What role does communication play in frontline training?
Learn more about the importance of communication and shared knowledge as part of the Modern Learning Ecosystem Framework.
Send your frontline question to podcast@axonify.com so JD can answer it on a future episode.
Download The Ultimate Guide to Frontline Training for more tips on how you can provide right-fit support to your frontline teams, including how you can improve your communication tactics.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for updates.
Think about the last time you called a contact center. How was your experience? Odds are it wasn’t the best part of your day.
Contact centers have a questionable reputation with both employees and customers. But they’ve become a critical part of the brand experience within the digital marketplace. How can you transcend the stigma and create a best-in-class customer and employee experience?
JD speaks with Rob Siefker, Senior Director of Customer Loyalty at Zappos, to find out what it takes to build a great contact center culture. Rob joined Zappos in 2004 as a temporary contact center agent and helped the team grow from 30 people to over 500. Today, he leads the contact center operation within one of America’s best customer service companies. During our conversation, Rob shares his insights on everything from corporate values and hiring practices to workplace training and the impact of the COVID-19 pandemic.
- Learn more about this unique customer service culture at Zappos Insights.
- Check out the Newsweek 2021 list of America’s Best Customer Service Companies, including Zappos.
If you or someone you know is struggling with substance abuse or mental health, please reach out. Contact the Substance Abuse and Mental Health Services Administration Helpline at 800-662-HELP (4357). You can also visit checkpointorg.com for a global list of contacts and services.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for the updates.
Welcome to Frontline Questions, a bi-weekly segment in which JD answers the most popular questions we receive from The 80 Percent listeners.
Today's question is ...
How do we find time for frontline training?Send your frontline question to podcast@axonify.com so JD can answer it on a future episode.Hear how leaders at O'Reilly Auto Parts and rue21 are preparing their frontline teams for what comes next in retail during Axonify's Big Ideas Session at the NRF Big Show on January 21, 2021.
Download The Ultimate Guide to Frontline Training for more tips on how you can provide right-fit support to your frontline teams.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for updates.
We’re all experiencing the same storm, but we’re doing it in different boats. This may be the best metaphor for explaining the retail experience over the past 12 months. US retail sales in November 2020 were up 7.1% year-over-year. However, while grocery was up 11%, apparel was down 27%.
Retail clearly isn’t going back to the “normal” we knew before 2020. So what will it take for a retailer to stand out in 2021 and beyond? Will brick-and-mortar stores survive this disruption, or will customers be pushed to more digital shopping experiences? What role will frontline employees play in executing the next generation of retail strategy?
JD makes an appointment with The Retail Doctor, Bob Phibbs, to find out what comes next for frontline retail. Bob is the world’s foremost expert on brick-and-mortar retail. He’s an internationally recognized business strategist, customer service expert, sales coach, marketing mentor, author of three books, and motivational business speaker. Bob knows what it takes to rock in retail because he’s spent 30 years in the trenches of retail ups and downs. He’s been a corporate officer, franchisor, and entrepreneur who fought his way to the top.
- Check out more of Bob’s Retail Doctor content, including his blog, podcast and Retail 101 education offerings.
- November Retail Sales Aren’t As Ominous As You Think—Just A Clear Set Of Covid-19 Winners And Losers (Forbes)
- Retailers announced record store closures in 2019. Here’s a list. (CNBC)
- Despite pandemic, retail sales jumped 3 percent this holiday season (REjournals)
- 2020 has Seen an Irreversible Change in Consumer Behavior; Now is the Time to Adapt (Retail TouchPoints)
Hear how leaders at O'Reilly Auto Parts and rue21 are preparing their frontline teams for what comes next in retail during Axonify's Big Ideas Session at the NRF Big Show on January 21, 2021.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for the updates.
JD revisits our 2020 episodes to identify the 10 BIGGEST frontline insights:
- The frontline is still getting left behind. (02:14)
- Businesses must become people-first. (05:40)
- Train and communicate with your frontline to demonstrate your respect. (09:40)
- The frontline needs new skills to successfully overcome disruption. (12:11)
- Companies must adopt a continuous, focused approach to frontline training. (13:33)
- You must understand the frontline reality to provide the right support. (16:31)
- Right-fit technology and content are critical. (19:35)
- Managers are the primary frontline support system. (21:16)
- Forward-thinking companies will seize the opportunity to retain and grow new talent. (22:30)
- Your next big innovation may come from the frontline. (24:12)
Here’s our guest list in order of appearance with links to their original episodes:
- Dani Johnson (RedThread Research)
- Carol Leaman (Axonify)
- Harold Lloyd (Grocery Industry Expert)
- Heather McGowan (Future of Work Strategist)
- Michael C. Bush (Great Place to Work)
- Peter Camerson (Axonify)
- Dan Cockerell (Disney)
- Dane Jensen (Third Factor)
- Hazel Jackson (Biz Group)
- Ellie (Frontline Worker)
- Aston Moss (Briscoe Group)
- Michelle Ockers (Learning Strategy Expert)
- Donald Taylor (The Learning and Performance Institute)
- Evan Parkes (Axonify)
- Shawn Kanungo (Queen & Rook)
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
Hear how leaders at O'Reilly Auto Parts and rue21 are preparing their frontline teams for what comes next in retail during Axonify's Big Ideas Session at the NRF Big Show on January 21, 2021.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the 2020 State of Frontline Employee Training Report and subscribe for the updates.
Welcome to Frontline Questions, a bi-weekly segment in which JD answers the most popular questions we receive from The 80 Percent listeners.
Today's question is ...
What skills should we focus on in frontline training right now?
Download The Ultimate Guide to Frontline Training for more tips on how you can provide right-fit support to your frontline teams.
Send your frontline question to podcast@axonify.com so JD can answer it on a future episode.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the new 2020 State of Frontline Employee Training Report and subscribe for updates.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com.
Welcome to Frontline Questions, a bi-weekly segment in which JD answers the most popular questions we receive from The 80 Percent listeners.
Today's question is ...
Does microlearning work on the frontline?
Download The Ultimate Guide to Frontline Training for more tips on how you can provide right-fit support to your frontline teams. Check out our Ultimate Guide to Microlearning for a full breakdown of this powerful but misunderstood workplace learning strategy.
Send your frontline question to podcast@axonify.com so JD can answer it on a future episode.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the new 2020 State of Frontline Employee Training Report and subscribe for updates.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com.
Welcome to Frontline Questions, a bi-weekly segment in which JD answers the most popular questions we receive from The 80 Percent listeners.
Today's question is ...
How do I justify added investment in frontline training?
Download The Ultimate Guide to Frontline Training for more tips on how you can provide right-fit support to your frontline teams.
Send your frontline question to podcast@axonify.com so JD can answer it on a future episode.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the new 2020 State of Frontline Employee Training Report and subscribe for updates.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com.
For over 60 years, Disney has set the standard for workplace safety, customer service and operational efficiency in hospitality and entertainment. But how does a dynamic company with hundreds of thousands of frontline employees manage to execute so consistently for so long? Is it magic? Or is it something much more practical that you can apply within your business?
JD explores the connection between leadership and frontline performance with Dan Cockerell. Dan is a 26-year veteran of the Walt Disney Company. During his storied career, Dan worked in a variety of roles, from opening the parking lot for Disneyland Paris to overseeing operations at the busiest theme park in the world, The Magic Kingdom Park at the Walt Disney World Resort. Today, Dan provides customized, authentic presentations and insightful workshops focusing on leadership and management practices, drawing upon his extensive Disney career with relevant examples and inspiring storytelling.
Check out Dan’s new book How’s the Culture in Your Kingdom? Lessons from a Disney Leadership Journey. You can also watch his featured session from AxoniCom LIVE on-demand.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the new 2020 State of Frontline Employee Training Report and subscribe for the updates.
Welcome to Frontline Questions, a bi-weekly segment in which JD answers the most popular questions we receive from The 80 Percent listeners.
Today's question is ...
Is frontline training really that much different from corporate training?
Send your frontline question to podcast@axonify.com so we can answer it on a future episode.
Download The Ultimate Guide to Frontline Training for more tips on how you can provide right-fit support to your frontline teams.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the new 2020 State of Frontline Employee Training Report and subscribe for updates.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visit axonify.com.
Does technology dictate the future of work? Or can we get smarter about how we leverage technology to create a better workplace (and world) for ourselves and the people around us?
JD sits down with Heather McGowan, internationally-recognized speaker, author and future of work strategist, to explore the importance of taking a people-first approach to workplace evolution and why it's essential for businesses to put the frontline first.
Grab Heather’s new book The Adaptation Advantage: Let Go, Learn Fast and Thrive in the Future of Work and check out her featured AxoniCom LIVE session on-demand.
- Human + Machine: Reimagining Work in the Age of AI by Paul R. Daugherty and H. James Wilson (Accenture)
- Microsoft’s Post-Pandemic Plan and Software’s Role in Recovery (Forbes)
- Automation: Last Week Tonight with John Oliver (HBO)
- How the Jetsons Predicted the Future (AJ+)
- What will future jobs look like? | Andrew McAfee (TED)
- Future Predictions: Arthur C. Clarke Predicting the future in 1964 (WAW TV - REX 1)
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to access free training content, download the new 2020 State of Frontline Employee Training Report and subscribe for updates.
Audio from Back to the Future, Terminator 2: Judgement Day and Last Week Tonight with John Oliver is used in adherence with fair use under Section 107 of the Copyright Act of 1976 for purposes such as criticism, comment, news reporting, teaching, scholarship, and research.
Welcome to Season 2 of The 80 Percent!
JD provides an update on what’s been happening since Season 1 wrapped along with a preview of upcoming episodes scheduled to drop in the coming months, including:
- The Future of Work with Heather McGowan
- Frontline Leadership at Disney with Dan Cockerell
- A Culture of Frontline Empowerment at Southwest with Ginger Hardage
- The Zappos Approach to Customer Support with Rob Siefker
Download the new (and ungated) 2020 State of Frontline Employee Training Report.
Join the #FrontlineForward effort by visiting axonify.com/frontlineforward to download free training content and subscribe for the latest updates.
AxoniCom LIVE - the only digital event focused on the frontline - is now available on-demand for free! Dive into 30+ hours of content from 60 speakers. Hear real-world stories from Verizon, UPS, Disney, Southwest, Zappos, Kroger and more along with a special introduction from Axonify CEO Carol Leaman and keynote from Toronto Raptors coach Nick Nurse.
What makes a workplace a great place? Is it the benefits? Is it the managers? Is it work itself? Or is it an algorithmic combination of all of these factors and more? Companies claim to have amazing cultures and that employees are their “greatest assets.” But are they doing what it takes to create a great place for all, including the frontline?
JD sits down with Michael C. Bush, CEO of Great Place to Work, to explore what it really means to be a great place for all. Michael shares data-driven insights into trust, leadership and training and the critical role these factors play in both workplace culture and financial success. He addresses the “two viruses” we are currently facing - COVID-19 and racism - and the role companies must play to promote human and social good. Michael also borrows a line from JD and shows how the best places to work think people first, employees second.
This episode shows you what it will take to get your company on a future Great Place to Work list.
Hear more from Michael C. Bush as a featured speaker at AxoniCom LIVE - the only conference focused on the needs of the frontline. This one-of-a-kind digital experience takes place on September 28th and 29th and features insights from professionals who have led frontline-forward organizations like Disney, Southwest Airlines, Foot Locker and Kroger. These two days are guaranteed to help you prepare your frontline for whatever comes next. Grab free tickets for your entire team at axonicom.com.
Read Michael’s latest posts on the Great Place to Work Blog addressing systemic racism and social injustice.
- Racism Is a 400-Year-Old Virus
- All Lives Don’t Matter
Check out the Fortune 100 Best Companies to Work For 2020 List, which includes a variety of frontline-forward organizations.
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com.
“The greatest era of innovation is coming.” This statement may sound out of place or downright tone deaf given how difficult it has been for businesses to just keep their doors open over the past six months. However, think about the ways you have adapted the way you live and work during the pandemic. Consider how much more quickly organizations have adopted digital tools and ecommerce options than they have in the past. The pandemic has disrupted our lives, but it has also set the stage for an unprecedented level of innovation … but only for companies who recognize this potential.
JD sits down with Shawn Kanungo to explore the impact of disruption and how this can be reframed as the fuel for positive business change. We talked about the ways the pandemic has impacted both organizations and individuals. We highlight the importance of learning from disruption to find new ways to move forward. And we discover the greatest source of potential innovation in any business: the frontline.
Shawn is a globally recognized disruption strategist who works at the intersection of creativity, business, and technology. He spent 12 years at Deloitte helping corporate executives better understand and plan for the opportunities and threats associated with disruptive innovation. Now, as a partner of Queen & Rook Capital, Shawn helps organizations adopt exponential technologies and adapt to the digital age. He has worked hand-to-hand with hundreds of organizations on their journey to digital transformation.
Hear more from Shawn atAxoniCom LIVE - the only conference focused on the needs of the frontline. This one-of-a-kind digital experience takes place on September 28th and 29th and features insights from professionals who have led frontline-forward organizations like Disney, Lowe’s, Foot Locker and Kroger. These two days are guaranteed to help you prepare your frontline for whatever comes next. Grab free tickets for your entire team at axonicom.com.
- From Horses to Cars | The Henry Ford’s Innovation Nation (The Henry Ford)
- How Netflix Changed TV (Newsweek)
- Virus Outbreak Continues to Disrupt Global Supply Chains: Kearny’s Hong (Bloomberg Markets and Finance)
The 80 Percent is brought to you by Axonify. To learn how you can provide communication and training to your frontline workforce that actually works, visitaxonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
Audio from The Social Network is used in adherence with fair use under Section 107 of the Copyright Act of 1976 for purposes such as criticism, comment, news reporting, teaching, scholarship, and research.
We launched The 80 Percent in April with a visit to the grocery store to find out how essential workers were coping during the beginning of the pandemic. Now, four months later, we're returning to the grocery story to find out how businesses and employees have adapted to their next normal.
JD is joined by long-time grocery professionals Harold Lloyd and Evan Parkes. We explore the importance of communication and cross-training to enable operational agility. We highlight the talent retention challenge the industry is now facing. And we discuss how the face mask controversy is impacting the frontline.
Find more grocery insights and educational opportunities from Harold Lloyd at hlloydpresents.com.
Read JD's July column in Learning Solutions Magazine for a real-life example of how cross-training can impact someone's career long-term.
- Watch the full NBC San Diego report Grocery Store Workers Get Short End of Stick in Fight Against Coronavirus from July 18, 2020.
- Watch the full CBS New York report Coronavirus Update: Grocery Store Employees Worry About Safety, Health from March 31, 2020.
- Watch the full CBS Pittsburg report Customers React After Grocery Store Employee Tests Positive for Coronavirus from July 7, 2020.
- Watch the full WPXI-TV News Pittsburgh report Empty Shelves? Aluminum can shortage due to COVID-19 pandemic impacting local beer distributors from July 21, 2020.
Remember to grab your free tickets for AxoniCom LIVE - the only conference focused on the needs of the frontline. This one-of-a-kind digital experience takes place on September 28th and 29th. These two days are guaranteed to help you prepare your frontline for whatever comes next.
The 80 Percent is brought to you by Axonify. To learn how you can build training for your frontline workforce that actually works, visit axonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
“Resilience” is the official buzzword of 2020 - just outpacing “unprecedented.” We’re all doing our best to keep moving forward as we face an uncertain future. What can organizations do to build resilience within their frontline teams? How can we help people develop the skills, purpose and connections they need to overcome current and future challenges?
JD spoke with Dane Jensen, CEO of Third Factor, to explore the connection between pressure, performance and resilience. Dane outlines practical ideas you can use to create the conditions needed to build resilient employees, teams and organizations.
Look out for Dane’s new book The Power of Pressure: Why we break down and what we can learn from those who break through coming in March 2021.
Check out Jim Collin’s book Good to Great: Why Some Companies Make the Leap and Others Don’t on Amazon. Watch his full Drucker Day keynote speech on YouTube.
Remember to grab your free tickets for AxoniCom LIVE - the only conference focused on the needs of the frontline. This one-of-a-kind digital experience takes place on September 28th and 29th. These two days are guaranteed to help you prepare your frontline for whatever comes next.
The 80 Percent is brought to you by Axonify. To learn how you can build training for your frontline workforce that actually works, visit axonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com
Audio clips from Rocky 2 and Rocky Balboa are used in adherence with fair use under Section 107 of the Copyright Act of 1976 for purposes such as criticism, comment, news reporting, teaching, scholarship, and research.
Reskilling. Is it more than just a buzzword? How do organizations have to change so they can reskill their employees faster? And how can a renewed focus on frontline reskilling help companies overcome unprecedented disruption? JD sat down with David Perring, Director of Research at Fosway Group, for an informal chat on the realities of reskilling in today’s workplace.
Thank you to David for sharing his insights for this episode. Learn more about his team’s work, including their latest research into the HR impact of COVID-19, at fosway.com.
Watch the full video of JD and David’s conversation on the Axonify YouTube Channel.
Remember to grab your free tickets for AxoniCom LIVE - the only conference focused on the needs of the frontline. This one-of-a-kind digital experience takes place on September 28th and 29th. These two days are guaranteed to help you prepare your frontline for whatever comes next.
The 80 Percent is brought to you by Axonify. To learn how you can build training for your frontline workforce that actually works, visit axonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com.
If you build it, will they come? This question is about more than baseball fields. A learning solution will not have the intended impact if no one uses it. Engagement is a critical and often overlooked part of enterprise learning strategy. This is especially true on the frontline, where time is tight and development needs are personal. How can you get employees to voluntarily engage in training - product, service, safety, compliance - without having to chase them down?
To uncover the secrets of learning engagement, JD speaks with the people at Axonify who teach frontline forward companies around the world how to build their own strategies. They have helped organizations reach an 83% engagement rate with frontline employees completing training on average two to three times per week. These practices really work!
Thank you to the Axonifiers who participated in our conversation:
- Carrie Cardoso Cote | Directed of Customer Marketing
- Peter Cameron | Senior Client Engagement Manager
- Rob Little | Customer Success Manager
The 80 Percent is brought to you by Axonify. To learn how you can build training for your frontline workforce that actually works, visit axonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com.
We’ve always relied on the frontline. They get us where we’re going. They answer the phone when we have a problem. They help us feed our families. But for many of us, it took a pandemic to notice just how important these people really are. The frontline may be in the spotlight right now. But is this a flash in the pan? Will they continue to be heralded as heroes? Or will the importance of the frontline fade as things return to “normal”?
JD sits down with Carol Leaman, a well-known entrepreneur, highly-regarded business leader and CEO of Axonify, to discuss what’s in store for the frontline moving forward and why businesses have to become "frontline forward" in order to compete in a disrupted economy.
The 80 Percent is brought to you by Axonify. To learn how you can build training for your frontline workforce that actually works, visit axonify.com. If you have a frontline story you’d like us to tell on a future episode, let us know at podcast@axonify.com.
Our international panel of talent development experts are back! They shared so many great insights during our conversations, we just couldn’t fit it all into one episode. In this “deleted scenes” edition of The 80 Percent, we focus on real-world examples.
How can frontline training be improved in manufacturing? How important is coaching in a contact center? How can we put the employee at the center of our workplace learning strategy? Our panelists share stories of how companies around the world are improving their frontline training programs.
Thank you once again to the five illustrious members of the global talent development community who were so generous with their time and insights:
- Donald Taylor (Chairman, Learning and Performance Institute, United Kingdom)
- Dani Johnson (Co-Founder and Principal Analyst, RedThread Research, United States)
- Linda Van Der Loo (Executive Partner Learning Innovation, Blue Pebble Consulting, South Africa)
- Hazel Jackson (CEO, Biz Group, United Arab Emirates)
- Michelle Ockers (Learning Strategy Expert & Learning Team Capability Builder, Australia)
Check out the Learning Uncut podcast from Michelle Ockers for even more great L&D stories and insights.
The 80 Percent is brought to you by Axonify. To learn how you can build training for your frontline workforce that actually works, visit axonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com.
Five continents. Five experts. One frontline story. JD calls on some of the smartest people in the global talent development community to explore how workplace disruption is fundamentally changing the ways organizations support frontline workers. Is this the push L&D needs to finally get beyond the classroom? How will frontline knowledge and skill expectations shift in an increasingly digital world? And will these changes be short-term, or will they last beyond the pandemic?
Listen to the first episode in our two-part conversation with our international panel of experts, who were very generous with their time and insights:
- Donald Taylor (Chairman, Learning and Performance Institute, United Kingdom)
- Dani Johnson (Co-Founder and Principal Analyst, RedThread Research, United States)
- Linda Van Der Loo (Executive Partner Learning Innovation, Blue Pebble Consulting, South Africa)
- Hazel Jackson (CEO, Biz Group, United Arab Emirates)
- Michelle Ockers (Learning Strategy Expert & Learning Team Capability Builder, Australia)
The 80 Percent is brought to you by Axonify. To learn how you can build training for your frontline workforce that actually works, visit axonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com.
Frontline jobs have been disrupted worldwide due to the COVID-19 pandemic. Millions of people have been sent home, furloughed while businesses figure out how to move forward and wait for restrictions to lift. They may not be at work, but that doesn’t mean they’ve stopped learning. How can maintaining engagement with employees while they’re home accelerate reboarding and strengthen workplace culture? JD conducts an old-school investigation to find out how companies are helping their frontline workers continue learning from home.
Thank you to Aston Moss from Briscoe Group Limited and our other friends for sharing their frontline stories with us for this episode.
The 80 Percent is brought to you by Axonify. To learn how you can build training for your frontline workforce that actually works, visit axonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com.
Frontline employees in grocery, delivery and contact centers are being heralded as heroes of the pandemic alongside first responders and healthcare workers. While many companies have temporarily shut down or limited their operations, these essential businesses have been rapidly hiring to meet changing customer needs. What’s it like to start a new job on the frontline right now? How are people making the transition from their long-term careers, which are suddenly on hold, to the frontline of a global health crisis? And what does it really mean to call someone a frontline hero? To find out more about this side of workplace disruption, we spoke with three people who have recently transitioned into new frontline jobs.
More Story Research
- Gallup: How to Create a Culture of Psychological Safety
- Radio.com: Businesses That Are Hiring During the Coronavirus Outbreak
- Simon Sinek: TED - Why good leaders make you feel safe
Thank you to Jackie, Bo and Ellie for sharing their stories of frontline disruption with us for this episode.
The 80 Percent is brought to you by Axonify. To learn how you can build training for your frontline workforce that actually works, visit axonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com.
The grocery shopping experience has changed radically over the past few weeks. But this impact is felt even more by the people who continue to go to work in these stores every day. Grocery associates are among the heroes working on the frontline of the pandemic. To keep them safe and productive at work, grocers are rapidly adapting the ways they train their associates, especially as they onboard hundreds to thousands of new employees. To find out more about what it’s like to work in grocery right now, we spoke with Evan Parkes, a third-generation grocer with 30 years of experience in the industry.
More Story Research:
- @RebeccaLoops on Twitter: Rebecca Marquardt’s tips for grocery store shoppers
- CBC News: How COVID-19 is affecting grocery stores
- CBS New York: Grocery Store Employees Worry About Safety, Health
- TODAY: Grocery Stores and Manufacturers Rush to Restock Empty Shelves
- NBC10 Philadelphia: NJ ShopRite Protects Workers and Shoppers With Plexiglass During COVID-19 Outbreak
The 80 Percent is brought to you by Axonify. To learn how you can build training for your frontline workforce that actually works, visit axonify.com. If you have a frontline story you’d like us to explore on a future episode, let us know at podcast@axonify.com.
Welcome to The 80 Percent, a podcast about the impact of the frontline workforce. In each episode, JD and Richia share a story about how frontline employees are making a difference in their organizations and communities. You’ll learn how companies are evolving their training and support tactics to empower their frontlines. You’ll take away practical ideas for how you can drive measurable business results through improved frontline performance.
The 80 Percent is brought to you by Axonify. To learn how you can build training for your frontline workforce that actually works, visit axonify.com.