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Frontline employees represent 70–80% of the global workforce, yet they're often the least supported. In this episode of ATD's Accidental Trainer, JD Dillon, author of The Frontline Enablement Playbook, and Shannon Davis, Talent Development Manager at MAREK, unpack what organizations consistently misunderstand about frontline work and what it really takes to enable performance across industries.
From retail and healthcare to construction and hospitality, the conversation explores commonalities across frontline workforces, creating learning programs for deskless workers, and how AI fits into the picture. JD shares insights from his work across movie theaters, Walt Disney theme parks, higher education, and global logistics, while Shannon brings a frontline-first mindset from her work in construction and talent development leadership.
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