What you'll learn
- 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.
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.
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
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
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
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
Downloadable Resources
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Adoption Curve