Frontline Unscripted

Most retail strategies don't fail on paper—they fail on the sales floor. Matt Brown, former SVP Business Development, Operations, Client Success at MOHR Retail shares why execution breaks down at scale—and what leaders can do differently. If you're leading retail ops or frontline teams, this is a must-watch on turning strategy into consistent execution.

What separates retail brands that execute from those that just strategize?

Recorded live at NRF 2026, this candid conversation with retail influencer Liza Amlani, Principal at Retail Strategy Group, gets straight to the realities of retail performance. Hear practical insights into what’s really driving results on the shop floor — and what’s getting in the way.

In this discussion between Liza and host Glenn Haussman, you’ll learn:

1. Why execution beats strategy–and how even the strongest corporate plans fall short when they don’t translate to frontline action.
2. Why process innovation matters more than shiny tech, and how outdated workflows and siloed teams create more friction than a lack of tools.
3. How breaking down silos unlocks performance, helping cross-functional retail operations teams generate a flywheel of collaboration earlier and more often; and
4. How to balance technology with the human touch so associates can focus on customers, not systems.

Walk away with actionable ideas you can apply immediately whether you’re improving store execution, strengthening cross-functional alignment or refining your tech strategy for 2026 and beyond.

Frontline workers continue to grapple with long-standing challenges like burnout and inconsistent support. Axonify’s annual Deskless Report examines these issues in depth, highlighting the most urgent needs and providing actionable insights to help organizations better equip their frontline teams for success.

In this episode, a panel of ITK faves—Matthew Daniel (Guild), Al Dea (The Edge of Work) and Lori Niles-Hofmann (NilesNolan)—and host JD Dillon discuss answers to 5 critical frontline questions:

1. How can we better support managers so they aren’t forced to figure things out on the fly?
2. How can we help employees deal with increasing cases of customer incivility?
3. How can we close communication gaps between corporate and frontline teams?
4. How can we foster community within frontline workplaces?
5. How can we make sure frontline tech investments live up to the hype?

Tune in for practical insights you can use to improve your frontline work experience today. 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.

• Download your copy of The Deskless Report 2024: axonify.com/deskless
• Follow our special guests on LinkedIn:
  • Matthew Daniel
  • Lori Niles-Hofmann
  • Al Dea

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.