EPISODE
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In this week's episode, we unpack frontline enablement in a tech-first era. Get ready to gain actionable tactics and proven frameworks to drive digital adoption and transform organizational learning.

Meet our Guest

JD began his career on the frontline, managing movie theaters and theme parks. With 25 years of experience leading operations and L&D at dynamic organizations like Disney, AMC and Kaplan, he has become a recognized authority on performance enablement and a passionate advocate for improving the employee experience.

As the Chief Learning Officer of Axonify, JD develops technology and services that empower over 4 million frontline workers worldwide to perform at their best every day. A sought-after speaker, author and advisor, he specializes in ecosystem strategy and AI-enabled practices through LearnGeek. JD’s latest book, The Modern Learning Ecosystem, offers a personal, practical, hilarious perspective on L&D’s evolving role in today’s workplace.


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JD Dillon
Chief Learning Officer
Connect with JD

In This Episode 

🧠 Why frontline training still fails: Most employees still get the "find Bill" approach — and why it must change.

💡 How to speak the language of business: Executives don't care about learning — they care about capable, confident teams.
🛠️  The new playbook for embedded learning: Why "train then apply" is dead, and how real-time support is the future.

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Why Most Frontline Training Still Fails (And How to Fix it) 

Background context: JD Dillon’s journey began on the curb outside his first job, terrified he wouldn’t come back for day two. That experience fueled a career dedicated to rethinking frontline enablement — from running the world’s busiest roller coaster at Disney to supporting millions of frontline workers today.

The challenge? Frontline employees — who make up 70-80% of the global workforce — still largely experience training the same way they did 20 years ago: A rushed orientation. Compliance checkboxes. Then being handed off to “find Bill” for on-the-job guidance. 

🎤 "Frontline employees don’t work for your company. They work for their manager.” — JD Dillon

Key Insight #1: Invest in Process

JD calls out a brutal truth: tech investments without operational enablement are doomed.

  • Most tech rollouts assume people will “figure it out.”
  • Real adoption happens when processes, training, and support evolve alongside technology.
  • If your frontline can't access help in the moment, adoption fails. 

🎤  "“Today’s frontline still trains hands-on. You don't learn to weld in e-learning. You learn by doing the job — with real support.” - JD Dillon

 

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Key Insight #2: Speak Business Not Learning

Executives don't prioritize "learning initiatives." They prioritize capability, confidence, and operational results.

JD’s advice: reframe every conversation.

  • Stop selling learning events.
  • Start selling workforce outcomes (higher sales, better service, fewer errors). 

🎤 “Nobody else cares about learning as much as you do. They care about having capable, confident teams.” - JD Dillon

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Key Insight #3: The Future Is Embedded

JD describes the next evolution: a future where work is the learning.

  • No more navigating 15 apps to find answers.
  • No more separating "training time" from "work time."
  • Tools surface knowledge at the exact moment it's needed — integrated right into the task.

🎤 "“We're moving from training libraries to conversations with the work itself.” - JD Dillon

 

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Free Adoption Template: The Embedded Learning Playbook

The Problem: Frontline employees are overwhelmed by fragmented tools and isolated training programs that don't meet real-time needs.

The Solution: JD’s Embedded Learning Playbook shifts training from a pre-work event to an integrated, just-in-time support system.

1. Map Core Tasks: Identify frequent tasks where employees need fast support.

2. Embed Micro-Support: Surface tutorials, tips, and job aids inside workflows.

3. Automate Skill Triggers: Use task completions to auto-recommend learning bursts.

4. Measure at the Moment: Track completion, accuracy, and feedback in real-time.

Why this works: 🎤 "You don't go hunting for learning anymore. The work gives it to you exactly when you need it.” — JD Dillon

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Embedded Learning Playbook

How to shift from "train then apply" to "learn while doing". A 3 part strategy for learning leaders.

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