Introduction

Welcome to a brand new episode of the Digital Adoption Show, your go-to podcast for cutting-edge insights and innovative strategies in today’s dynamic work environment. I’m your host, Nisha Singh, Sales Development Manager at Whatfix. Today, we’ll delve into the nuances of the frontline workforce and explore effective strategies for driving their learning and development.

Exploring the Topic

To discuss this, we have a distinguished guest on our podcast, JD Dillon, Chief Learning Officer at Axonify and founder of LearnGeek. We will explore the critical aspects of frontline workforce development, addressing the unique challenges and innovative solutions that can make a significant impact in this area.

Knowing the Guest

JD’s career path is as exciting as a Disney rollercoaster. He kicked off his journey managing movie theaters at AMC, quickly rising to manager by the age of 19. After a few years, he transitioned to the Walt Disney World Resort in Orlando, Florida, overseeing attractions and custodial operations. JD then moved into learning and development at Disney, designing and facilitating top-notch training programs. His career continued to excel at Kaplan and now Axonify, where he has been creating tools that help frontline employees shine. He even authored a book, The Modern Learning Ecosystem, sharing his insights on making learning part of everyday work life.

Exploring JD Dillon’s Passion: Musical Theater

Nisha Singh: Welcome to our podcast, JD.

JD Dillon: Thanks so much for having me, Nisha.

Nisha Singh: Let’s kick off this episode with our segment, The Digital Pulse. Is there a passion or activity outside of work that’s particularly close to your heart?

JD Dillon: I am really into musical theater, which might be surprising to some people. I wasn’t into musicals as a kid because I was shy and scared of speaking in front of people. Now, I go to about one show a month. My main hobby is musical theater, and I enjoy the stagecraft and storytelling involved.

Nisha Singh: Do you have any favorite musical theater shows?

JD Dillon: Hamilton is at the top of my list, but I’m also a huge fan of Wicked. I’ve seen it five times and am excited about the upcoming movie. Other favorites include Dear Evan Hansen and A Gentleman’s Guide to Love and Murder.

Rapid-Fire Round: Fun Insights from JD’s Career

Nisha Singh: Since you started working in movie theaters, what’s your go-to movie theater snack?

JD Dillon: I’m a classic popcorn person. I’m very good at making and bagging popcorn efficiently. It’s a strange skill, but one I’m proud of.

Nisha Singh: And since you’ve also worked at Disney World, if you had to pick one of your favorite rides there, what would it be?

JD Dillon: My favorite all-time Disney attraction was The Great Movie Ride at Disney’s Hollywood Studios. It inspired me to work in attractions at Disney and remains my favorite job experience.

Nisha Singh: If you could have any fictional character as a guest on your LinkedIn live show, who would it be and what would you ask them?

JD Dillon: I’d choose Doc Brown from Back to the Future. I’d love to understand his intense commitment to inventing time travel and his dedication to his goal.

Insights into JD Dillon’s Transition from Operations to L&D

Nisha Singh: You transitioned from handling operations at Disney World to leading their L&D programs. How did this shift come about?

JD Dillon: It was a right time, right place situation. Disney was revitalizing guest service standards, and I was recruited to join a facilitation team due to my operational management background and facilitation skills. This led to more instructional design and content development work, eventually managing L&D projects at Disney.

The Founding of LearnGeek and Writing a Book

Nisha Singh: You also founded LearnGeek and wrote a book. What inspired you and how did you manage these multiple roles?

JD Dillon: My passion is helping people do a good job and feel good about their work. LearnGeek and my book, The Modern Learning Ecosystem, focus on providing practical tools and strategies for making learning part of everyday work life. I see my role as helping the people who help people, sharing insights and tactics to support professional growth.

Defining the Frontline Workforce

Nisha Singh: Can you define what the frontline workforce means today and elaborate on their unique needs in L&D?

JD Dillon: The frontline workforce includes those directly interacting with customers or products daily, such as retail associates, delivery drivers, and first responders. These roles are typically mobile, physically demanding, and require onsite presence. The diversity and scale of this workforce present unique challenges in providing effective learning and development support.

Challenges in L&D for Frontline Employees

Nisha Singh: What are the main challenges in providing L&D for frontline employees, especially in diverse and large-scale operations?

JD Dillon: The biggest challenge is time. Frontline employees have limited time for training due to the operational demands. Prioritization of L&D as a business-critical function is also essential. Additionally, technology access and the diversity of the workforce in terms of experience, language, and skills are significant factors to consider.

Leveraging Technology in L&D

Nisha Singh: Can you share an example where technology was leveraged to solve L&D challenges?

JD Dillon: A great example is from a grocery store where we digitized food preparation instructions that were previously maintained in printed binders. By using existing devices like tablets and internet-connected deli scales, we provided digital, color photos of the food, significantly improving the accuracy and efficiency of food preparation.

The Impact of AI on L&D

Nisha Singh: How do you envision AI impacting L&D for the frontline workforce in 2024?

JD Dillon: AI can transform L&D into an equity machine by making learning more personalized and accessible. It can help translate content into preferred languages, provide voice capabilities for those who struggle with reading, and make information more understandable and accessible to everyone.

Developing Skills for a Diverse Workforce

Nisha Singh: How can companies best develop skills in their existing frontline workforce, considering diverse learning styles and backgrounds?

JD Dillon: It’s essential to understand the specific knowledge and skill requirements for different roles and use data to personalize the learning experience. Hands-on training remains invaluable, and technology should augment this experience by providing foundational and support information.

Strategies for Reducing Turnover and Retaining Frontline Employees

Nisha Singh: What are some effective strategies for reducing turnover and retaining frontline employees in a high-churn environment?

JD Dillon: Removing points of friction in the employee experience, such as scheduling flexibility, is crucial. Investing in great managers, fair compensation, appreciation, and fostering community within the workforce are also vital strategies for retention.

Successful Examples of Future-Ready Frontline Workforce

Nisha Singh: Could you provide an example of an organization that has successfully future-proofed their frontline workforce?

JD Dillon: Brisco Group in New Zealand successfully maintained connection and communication with their frontline employees during the pandemic, thanks to their pre-existing focus on effective communication channels and personalization. Another example is John Deere dealerships, where continuous learning and access to tools and information have helped frontline employees manage complex tasks effectively.

Conclusion

Nisha Singh: JD, getting your perspectives on managing L&D for the field service workforce management was absolutely fantastic. Thank you for sharing your expertise.

JD Dillon: My pleasure. Thanks again for having me.

Nisha Singh: To our listeners, we encourage you to explore these enlightening conversations on the Digital Adoption Show across all major podcast platforms, including Spotify, Apple Podcasts, Google, YouTube, and more. Whether you’re at home or on the go, your podcast is the gateway to learning trends and digital adoption. I’m your host, Nisha, signing off. Stay tuned for more engaging and informative episodes.