Frontline Summit 2020

On November 12 2020 we hosted the Global Frontline Experience Summit - the virtual summit for operations, marketing, customer experience, and people leaders committed to making frontline work awesome.

To relive the day, or catch up on what you missed join the community and access all of the videos.

All Summit videos >
Culture
Keynote

Thriving Through Human Connection

Dr. Patti Fletcher

Workhuman

Dr. Patti Fletcher will share the outcomes that transformative leaders and organizations are seeing from building a more human workplace.

Watch Video >
Frontline
Keynote

Excellence Wins

Horst Schulze

Ritz Carlton

As a recognized leader in the business and service worlds, Horst will share why excellence is no accident. It is always the result of high intent and hard work.

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Leadership
Keynote

Betting on You

Laurie Ruettiman

How customer-obsessed brands can fix the disrupted world of work

Watch Video >
Customer Experience
Keynote

The Future of Deskless Work

Matt Fairhurst

Skedulo

A presentation on the future of deskless work that will feature the recent findings and insights from a global study of deskless workers.

Watch Video >
Customer Experience
Keynote

Lessons from 20 Years of CX Data

Richard Owen

OCX Cognition

Tune in to hear Richard Owen discuss what we’ve learned about critical elements of frontline CX delivery.

Watch Video >
Frontline
Keynote

Optimise on the Future, Not on the Past

Rory Sutherland

Ogilvy UK

Why we are using digital media for the wrong thing.

Watch Video >
Customer Experience
Keynote

What Customer Feedback Reveals About Memorable Frontline Experience

Alyona Medelyan

Thematic

Feedback analysis shows that frontline experience often is the only positive impact on NPS. How do you prove it? What else can you learn?

Watch Video >
Leadership
Keynote

Bringing Continuous Learning to the Frontline

Amy Dufrane

HRCI

HRCI CEO Amy Dufrane shares why it's so critical to invest in continuous learning for your frontline workers.

Watch Video >
Purpose
Keynote

Sharing an Essential Purpose

Cath Stone

Australian Red Cross Lifeblood

Why connecting frontline teams through storytelling is in the blood.

Watch Video >
Purpose
Keynote

Feeding Your Foundation

Chris Fisher

Shine

Learn the 3 ways you can maintain a culture that connects with your why and helps your organization stay solid, strong and sustainable.

Watch Video >
Leadership
Keynote

Cracking the Code to Mentoring Relationships

Cinthia Manuel

Autentica Consulting

A new way of flipping the mentoring script to empower the frontline.

Watch Video >
Culture
Keynote

The Power of Storytelling

Danny Farrar

Soldierfit

How sharing your past ensures your future success.

Watch Video >
Customer Experience
Keynote

Aligning a Service Culture With Technology for True Success

David Benoit

ServiceMaster Clean Vancouver

Most companies have multiple cultures. The challenge is to align them and keep them all connected in a company’s various areas of activity.

Watch Video >
Frontline
Keynote

12 Disruptive Trends for the 2020s

Don MacPherson

12 Geniuses

This session provides a high level look at 12 technology and social trends, what they mean, and how employees can flourish with them.

Watch Video >
Purpose
Keynote

Humans@Work: Turning the Corner

Elena Valentine

Skill Scout

A motorcyclist's accident inspired his new career to support others like him on their healing journeys.

Watch Video >
Leadership
Keynote

Forced Creativity

Farhad Ghafarzade

Green Drop Garage

Like a haiku, constraints and limitations guide creativity. Find your constraints (or create them) and lean in!

Watch Video >
Customer Experience
Keynote

Why YOU Matter

Janine Vesper

Amplifon

YOU bring the service experience ALIVE for customers. YOU get back what you GIVE. Let’s make the most of it.

Watch Video >
Customer Experience
Keynote

Reward Culture

Justin Riordan

Spade and Archer

Positive or negative. The more energy and attention we give to a behavior, the more it will grace us with its presence.

Watch Video >
Culture
Keynote

Humanizing Humans

Lisa Herlinger

Ruby Jewel Ice Cream

The power in creating a business that sparks happy emotions and memories has driven me from day #1. Bringing daily joy is a wonderful thing.

Watch Video >
Purpose
Keynote

She Is Not Your Rehab

Matt Brown

She is Not your Rehab, My Fathers Barber

A moving Keynote from Matt Brown, Owner/Director of My Father's Barber

Watch Video >
Leadership
Keynote

Your Next Great Leader Already Works for You

Michelle Blankenship

Ruby Receptionist

Understanding the power of frontline employees and investing in their individual growth and connection to your company's mission.

Watch Video >
Culture
Keynote

Linking EX and CX

Mike Carden

Joyous

How are employee experience and customer experience linked? What are the differences between EX and CX? Where should we focus?

Watch Video >
Frontline
Keynote

The Value of Empathy on the Frontline and to the Bottom Line

Peter Dorrington

XMplify Consulting

Find out why showing compassion at the frontline is a winning business strategy and how to calculate the monetary value of empathy.

Watch Video >
Purpose
Keynote

Now Serving: Hidden Purpose

Savvy Peterson

Savvy Millennial

Learn how waiting tables and painting yard signs taught Savvy about scaling empathy and finding purpose one course/coat at a time.

Watch Video >
Leadership
Keynote

Unleashing the Full Potential of Frontline Workers

Shaun Mayo

Sam's Club

This talk focuses on the importance of frontline leadership and taking care of employees during these unprecedented times.

Watch Video >
Leadership
Keynote

Evolving the Frontline in the Face of a Pandemic

Vinny Pacione

Bio Reference Labs

Watch speaker Vinny Pacione (Director of Consumer Digital, BioReference Laboratories) and his talk on evolving the frontline during a pandemic.

Watch Video >
Culture

Dr. Patti Fletcher

Workhuman
Thriving Through Human Connection

Dr. Patti Fletcher will share the outcomes that transformative leaders and organizations are seeing from building a more human workplace.

Watch Video >
Frontline

Horst Schulze

Ritz Carlton
Excellence Wins

As a recognized leader in the business and service worlds, Horst will share why excellence is no accident. It is always the result of high intent and hard work.

Watch Video >
Leadership

Laurie Ruettiman

Betting on You

How customer-obsessed brands can fix the disrupted world of work

Watch Video >
Customer Experience

Matt Fairhurst

Skedulo
The Future of Deskless Work

A presentation on the future of deskless work that will feature the recent findings and insights from a global study of deskless workers.

Watch Video >
Customer Experience

Richard Owen

OCX Cognition
Lessons from 20 Years of CX Data

Tune in to hear Richard Owen discuss what we’ve learned about critical elements of frontline CX delivery.

Watch Video >
Frontline

Rory Sutherland

Ogilvy UK
Optimise on the Future, Not on the Past

Why we are using digital media for the wrong thing.

Watch Video >

Don MacPherson

12 Geniuses
12 Disruptive Trends for the 2020s

This session provides a high level look at 12 technology and social trends, what they mean, and how employees can flourish with them.

Watch Video >

Horst Schulze

Ritz Carlton
Excellence Wins

As a recognized leader in the business and service worlds, Horst will share why excellence is no accident. It is always the result of high intent and hard work.

Watch Video >

Peter Dorrington

XMplify Consulting
The Value of Empathy on the Frontline and to the Bottom Line

Find out why showing compassion at the frontline is a winning business strategy and how to calculate the monetary value of empathy.

Watch Video >

Rory Sutherland

Ogilvy UK
Optimise on the Future, Not on the Past

Why we are using digital media for the wrong thing.

Watch Video >

Alyona Medelyan

Thematic
What Customer Feedback Reveals About Memorable Frontline Experience

Feedback analysis shows that frontline experience often is the only positive impact on NPS. How do you prove it? What else can you learn?

Watch Video >

David Benoit

ServiceMaster Clean Vancouver
Aligning a Service Culture With Technology for True Success

Most companies have multiple cultures. The challenge is to align them and keep them all connected in a company’s various areas of activity.

Watch Video >

Janine Vesper

Amplifon
Why YOU Matter

YOU bring the service experience ALIVE for customers. YOU get back what you GIVE. Let’s make the most of it.

Watch Video >

Justin Riordan

Spade and Archer
Reward Culture

Positive or negative. The more energy and attention we give to a behavior, the more it will grace us with its presence.

Watch Video >

Matt Fairhurst

Skedulo
The Future of Deskless Work

A presentation on the future of deskless work that will feature the recent findings and insights from a global study of deskless workers.

Watch Video >

Richard Owen

OCX Cognition
Lessons from 20 Years of CX Data

Tune in to hear Richard Owen discuss what we’ve learned about critical elements of frontline CX delivery.

Watch Video >

Danny Farrar

Soldierfit
The Power of Storytelling

How sharing your past ensures your future success.

Watch Video >

Dr. Patti Fletcher

Workhuman
Thriving Through Human Connection

Dr. Patti Fletcher will share the outcomes that transformative leaders and organizations are seeing from building a more human workplace.

Watch Video >

Lisa Herlinger

Ruby Jewel Ice Cream
Humanizing Humans

The power in creating a business that sparks happy emotions and memories has driven me from day #1. Bringing daily joy is a wonderful thing.

Watch Video >

Mike Carden

Joyous
Linking EX and CX

How are employee experience and customer experience linked? What are the differences between EX and CX? Where should we focus?

Watch Video >

Cath Stone

Australian Red Cross Lifeblood
Sharing an Essential Purpose

Why connecting frontline teams through storytelling is in the blood.

Watch Video >

Chris Fisher

Shine
Feeding Your Foundation

Learn the 3 ways you can maintain a culture that connects with your why and helps your organization stay solid, strong and sustainable.

Watch Video >

Elena Valentine

Skill Scout
Humans@Work: Turning the Corner

A motorcyclist's accident inspired his new career to support others like him on their healing journeys.

Watch Video >

Matt Brown

She is Not your Rehab, My Fathers Barber
She Is Not Your Rehab

A moving Keynote from Matt Brown, Owner/Director of My Father's Barber

Watch Video >

Savvy Peterson

Savvy Millennial
Now Serving: Hidden Purpose

Learn how waiting tables and painting yard signs taught Savvy about scaling empathy and finding purpose one course/coat at a time.

Watch Video >

Amy Dufrane

HRCI
Bringing Continuous Learning to the Frontline

HRCI CEO Amy Dufrane shares why it's so critical to invest in continuous learning for your frontline workers.

Watch Video >

Cinthia Manuel

Autentica Consulting
Cracking the Code to Mentoring Relationships

A new way of flipping the mentoring script to empower the frontline.

Watch Video >

Farhad Ghafarzade

Green Drop Garage
Forced Creativity

Like a haiku, constraints and limitations guide creativity. Find your constraints (or create them) and lean in!

Watch Video >

Laurie Ruettiman

Betting on You

How customer-obsessed brands can fix the disrupted world of work

Watch Video >

Michelle Blankenship

Ruby Receptionist
Your Next Great Leader Already Works for You

Understanding the power of frontline employees and investing in their individual growth and connection to your company's mission.

Watch Video >

Shaun Mayo

Sam's Club
Unleashing the Full Potential of Frontline Workers

This talk focuses on the importance of frontline leadership and taking care of employees during these unprecedented times.

Watch Video >

Vinny Pacione

Bio Reference Labs
Evolving the Frontline in the Face of a Pandemic

Watch speaker Vinny Pacione (Director of Consumer Digital, BioReference Laboratories) and his talk on evolving the frontline during a pandemic.

Watch Video >

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