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Your frontline employees are the face of your business—and the key to your success.
From retail associates and restaurant servers to healthcare workers, delivery drivers, and skilled tradespeople, frontline employees make up 80% of the global workforce. Yet most workplace strategies, technologies, and training programs are designed for employees behind a desk.
The result? High turnover. Inconsistent execution. Burned-out managers. Disengaged teams. Missed business goals.
In The Frontline Enablement Playbook, workplace learning expert JD Dillon shares a practical framework for helping frontline employees perform at their best every day. Drawing on 25 years of experience and insights from more than 50 global experts, Dillon shows leaders how to create an environment where frontline teams have the tools, knowledge, confidence, and support they need to succeed.
Whether you're leading Learning & Development, HR, Operations, or Workforce Enablement, you'll discover actionable strategies to:
✔ Improve onboarding and get employees productive faster
✔ Deliver training that fits the realities of frontline work
✔ Strengthen communication across distributed teams
✔ Reduce turnover through recognition and career growth opportunities
✔ Empower managers to become better coaches and leaders
✔ Build a workforce that's ready to adapt to change, technology, and AI
Inside, you'll learn how to:
Understand the unique challenges and motivations of frontline employees
Build a modern enablement ecosystem that supports performance in the flow of work
Equip managers with tools to lead more effectively
Help employees succeed in the moments that matter most
Create pathways for growth, development, and retention
Gain organizational buy-in for long-term frontline enablement strategies
If you're looking to improve execution, increase employee engagement, reduce turnover, and build a stronger frontline workforce, The Frontline Enablement Playbook provides the proven strategies and practical tools to make every shift count.
“WOW! The Frontline Enablement Playbook shows what it truly means to put the frontline first. Grounded in real-life experience, it’s a game-changer for anyone committed to building a stronger, more resilient workplace for everyone.”
—Shannon Davis, Talent Development Manager, MAREK
“At last, a resource that reflects the unique realities of frontline work. The Frontline Enablement Playbook rethinks onboarding, training, and communication through the frontline lens, giving HR, L&D, and leadership practical tools to drive results today while preparing the next generation of leaders.”
—Sue Kasko, Senior Director, Talent Development, 84 Lumber
“I wish I had The Frontline Enablement Playbook 10 years ago. I’ve spent years accountable for the performance of a large, dispersed frontline workforce, and I’ve seen how hard it is to break enablement down into what truly matters and earn sustained buy-in from HR and business leaders. This book delivers the practical tools to build capable, productive frontline teams that strengthen the business and brand.”
—Eileen MacDonald Cooke, Talent Executive
“JD Dillon demystifies the long-neglected frontline workforce and what it truly takes to support them, bringing practical solutions with deep experience, passion, and aplomb. This is imperative reading for any CLO, CHRO, or CEO accountable for building skills that drive real performance.”
—Lori Niles-Hofmann, EdTech and AI Learning Strategist, 8Levers
“In The Frontline Enablement Playbook, JD Dillon delivers the definitive guide on frontline performance, blending tried-and-true frameworks with real-world case studies and expert insights from across the field.”
—Susan Manos, (Retired) Director, Global Learning and Development, Corporate Quality Assurance, Procter & Gamble
“For years, I’ve seen JD Dillon’s dedication to improving the frontline experience up close. This book is exactly what you’d expect from him—practical, human, and relentlessly focused on solving real frontline problems while celebrating the people who do the work.”
—Brian Richardson, Founder and CEO, Richardson Consulting Group
“If you’re responsible for a frontline workforce and frustrated by training programs and tools that ignore how the job really gets done, this is the book you need. JD delivers practical guidance for developing managers and teams, grounded in the real experiences of those who keep organizations running.”
—Alicia Noddings, Chief Talent Officer, Hair Saloon for Men
“JD truly understands frontline workers and managers, along with their realities and goals. He gives enablement leaders practical ways to support the frontline with empathy while working within today’s systems and planning for what comes next.”
—John Parsell, Learning Strategy and Enablement Leader
“This book reframes enablement for the AI era in a way leaders will recognize as both overdue and deeply practical. JD shows how AI becomes a true force multiplier—shifting enablement from static training to real-time performance support—while keeping trust, accuracy, and the human experience at the center.”
—Jennifer Baker, Founder, JenInAI; Director of Talent and Leadership Development, Foot Locker
“Deeply human and grounded in rigorous research and real-world experience, The Frontline Enablement Playbook is a masterclass that delivers global, pragmatic insights through vivid storytelling. It serves as an essential, holistic guide for operations and learning leaders focused on real-world results.”
—Drew McGuire, Director, Capability Group
“JD’s lived frontline experience is the foundation for this comprehensive guide. It’s a must-read for any organization that wants to connect with its frontline workforce and grow its business.”
—Kit Campoy, Retail Leadership SME; Author, The Retail Leader’s Field Guide
“In a world that’s cluttered, chaotic, and constantly changing, The Frontline Enablement Playbook offers practical ways to help frontline employees learn, grow, and succeed. This book invites everyone—regardless of role or function—to ditch the corporate jargon and think about the frontline experience more holistically.”
—Rachel Horwitz, Senior Director, Human Resources, Princess Cruises
“The Frontline Enablement Playbook is a must-read for anyone serious about supporting the people who keep our organizations running. Every contributor offers practical solutions that leaders can act on today, grounded in the real-world challenges facing frontline workers.”
—David Kelly, Former Chairman and CEO, Learning Guild
JD Dillon began his career on the frontline, gaining firsthand experience leading teams in theme parks, movie theaters, and contact centers. These roles shaped his understanding of how people learn, perform, and succeed in fast-paced business environments. Over the past 25 years, JD has become a leading voice in frontline enablement. He has worked in operations and talent development roles with global organizations, including Disney, AMC, Kaplan, and Axonify. JD continues to shape technology, content, and services used by millions of frontline workers around the world in industries like retail, grocery, food service, hospitality, logistics, financial services, and more. A popular keynote speaker, prolific creator, and author of The Modern Learning Ecosystem and The Frontline Enablement Playbook, JD advises organizations on frontline performance strategy, ecosystem architecture, and AI-enabled solutions that help people do their best work every day. JD lives in Orlando, Florida and is an avid Philadelphia Flyers fan. Learn more about his work at LearnGeek.co.
Preface
Introduction: Elevating the Essential
Part 1. Meet the Frontline Worker
Chapter 1. Who Is the Frontline?
Chapter 2. Defining the Frontline Persona
Chapter 3. The Hierarchy of Frontline Worker Needs
A Discussion With Kimo Kippen
Part 1. Wrap Up
Part 2. Architecting a Frontline Enablement Ecosystem
Chapter 4. The Complexities of Frontline Enablement
Chapter 5. Architecting a Modern Enablement Ecosystem
Chapter 6. The Foundations of Frontline Technology
Chapter 7. Rethinking Enablement in the AI Era
Chapter 8. Consolidating the Frontline Tech Ecosystem
Chapter 9. Designing Solutions That Fit the Frontline
Chapter 10. Leveraging Data to Inform Frontline Strategy
Chapter 11. Adopting a Skills-Based Strategy
Chapter 12. Prioritizing Community as the Foundation of Frontline Enablement
A Discussion With Marie Gill
Part 2. Wrap Up
Part 3. Empowering Frontline Managers
Chapter 13. Caught in the Middle: The Struggles of Frontline Management
Chapter 14. Redefining the Frontline Manager Role
Chapter 15. Adopting a Systems Approach to Manager Enablement
Chapter 16. Rallying Your Organization Around Frontline Managers
A Discussion With Brandon Carson
Part 3. Wrap Up
Part 4. Helping Frontline Workers Do a Great Job Every Shift
Chapter 17. Beyond Bulletin Boards: Sharing Knowledge With the Frontline
Chapter 18. Accelerating Frontline Capability With Everboarding
Chapter 19. Learning by Doing: Job Training on the Frontline
Chapter 20. More Than a Checkbox: Finding Meaning in Compliance
Chapter 21. In the Flow: Fostering Everyday Enablement
A Story From Gina Jeneroux
Part 4. Wrap Up
Part 5. Fostering Future Opportunities for Frontline Workers
Chapter 22. Making Economic Opportunity a Priority on the Frontline
Chapter 23. Restoring Our Future Focus Through Upskilling
Chapter 24. Building a Culture of Career Mobility
Chapter 25. Bringing Mentoring to the Frontline
Chapter 26. Unlocking Agility Through Cross-Training
Chapter 27. Rethinking Education Benefits for Frontline Workers
Part 5. Wrap Up
Part 6. Evolving Your Frontline Enablement Strategy
Chapter 28. Reframing Your Frontline Relationships
Chapter 29. Influencing Stakeholders to Prioritize the Frontline
A Conversation With Dick Johnson
Chapter 30. Assessing Your Frontline Enablement Practices
Chapter 31. Making Frontline Enablement Work
Part 6. Wrap Up
Conclusion: Become an Everyday Frontline Advocate
References
The People Behind the Playbook
Index
About the Author
About ATD