Frontline Unscripted

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.