Global Frontline Experience Summit

Nov 12, 4:00PM to Nov 13, 2:00AM UTC

Description Sponsors Schedule Speakers Booths

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Schedule

November 12, 2020 4:00pm 4:00PM– 4:30PM · Stage

Call to Arms

Welcome to a day filled with stories, inspiration, practical takeaways, connection, and a whole lot of magic. Aaron Ward, CEO, AskNicely

2020-11-12T08:00:00Z 2020-11-12T08:30:00Z America/Los_Angeles Call+to+Arms https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 4:30pm 4:30PM– 5:00PM · Stage

Optimise on the Future, Not on the Past

Why we are using digital media for the wrong thing.

2020-11-12T08:30:00Z 2020-11-12T09:00:00Z America/Los_Angeles +Optimise+on+the+Future%2C+Not+on+the+Past+ https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 5:00pm 5:00PM– 5:15PM · Stage

Orientation

Join us to find out what to expect today and how to use the platform to network with others!

2020-11-12T09:00:00Z 2020-11-12T09:15:00Z America/Los_Angeles Orientation https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 5:00pm 5:00PM– 5:15PM · Sessions

Meet the Speaker: Rory Sutherland

Meet speaker Rory Sutherland (Vice Chairman at Ogilvy UK) in this session!

2020-11-12T09:00:00Z 2020-11-12T09:15:00Z America/Los_Angeles Meet+the+Speaker%3A+Rory+Sutherland https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 5:15pm 5:15PM– 5:30PM · Sessions

The Value of Empathy on the Frontline and to the Bottom Line

Find out why showing compassion at the frontline is a winning business strategy and how to calculate the monetary value of empathy.

2020-11-12T09:15:00Z 2020-11-12T09:30:00Z America/Los_Angeles The+Value+of+Empathy+on+the+Frontline+and+to+the+Bottom+Line https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 5:15pm 5:15PM– 5:30PM · Sessions

12 Disruptive Trends for the 2020s

This session provides a high level look at 12 technology and social trends, what they mean, and how employees can flourish with them.

2020-11-12T09:15:00Z 2020-11-12T09:30:00Z America/Los_Angeles 12+Disruptive+Trends+for+the+2020s https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 5:30pm 5:30PM– 6:30PM · Stage

Excellence Wins

As a recognized leader in the business and service worlds, Horst will share why excellence is no accident. It is always the result of high intent and hard work.

2020-11-12T09:30:00Z 2020-11-12T10:30:00Z America/Los_Angeles Excellence+Wins https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 6:15pm 6:15PM– 6:30PM · Sessions

Yoga with Niki Sue - Morning Movement

Get your body moving and your mind ready with this invigorating yoga session, led by Niki Sue Mueller!

2020-11-12T10:15:00Z 2020-11-12T10:30:00Z America/Los_Angeles +Yoga+with+Niki+Sue+-+Morning+Movement https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 6:15pm 6:15PM– 6:30PM · Stage

Midday Break: Networking, Expo, Entertainment

Join us for networking opportunities, contests, and prizes!

2020-11-12T10:15:00Z 2020-11-12T10:30:00Z America/Los_Angeles Midday+Break%3A+Networking%2C+Expo%2C+Entertainment https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 6:30pm 6:30PM– 7:00PM · Stage

Lessons from 20 Years of CX Data

Tune in to hear Richard Owen discuss what we’ve learned about critical elements of frontline CX delivery.

2020-11-12T10:30:00Z 2020-11-12T11:00:00Z America/Los_Angeles Lessons+from+20+Years+of+CX+Data https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 7:00pm 7:00PM– 7:15PM · Sessions

Why YOU Matter

YOU bring the service experience ALIVE for customers. YOU get back what you GIVE. Let’s make the most of it.

2020-11-12T11:00:00Z 2020-11-12T11:15:00Z America/Los_Angeles Why+YOU+Matter https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 7:00pm 7:00PM– 7:15PM · Sessions

Aligning a Service Culture With Technology for True Success

Most companies have multiple cultures. The challenge is to align them and keep them all connected in a company’s various areas of activity.

2020-11-12T11:00:00Z 2020-11-12T11:15:00Z America/Los_Angeles Aligning+a+Service+Culture+With+Technology+for+True+Success https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 7:00pm 7:00PM– 7:30PM · Sessions

Stories and Playbooks of Making Customers Go “Wow”

Hear from Kristin Carlos and Taryn Hamilton about how their teams are driving customer experience from the Frontline across multiple brands, teams and locations

2020-11-12T11:00:00Z 2020-11-12T11:30:00Z America/Los_Angeles Stories+and+Playbooks+of+Making+Customers+Go+%E2%80%9CWow%E2%80%9D https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 7:00pm 7:00PM– 7:15PM · Sessions

Meet the Speaker: Richard Owen

Meet speaker Richard Owen (Founder of OCXCognition) in this Q&A session!

2020-11-12T11:00:00Z 2020-11-12T11:15:00Z America/Los_Angeles Meet+the+Speaker%3A+Richard+Owen https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 7:15pm 7:15PM– 7:30PM · Sessions

Reward Culture

Positive or negative. The more energy and attention we give to a behavior, the more it will grace us with its presence.

2020-11-12T11:15:00Z 2020-11-12T11:30:00Z America/Los_Angeles Reward+Culture https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 7:15pm 7:15PM– 7:30PM · Sessions

What Customer Feedback at Scale Reveals About Memorable Frontline Experience

Feedback analysis shows that frontline experience often is the only positive impact on NPS. How do you prove it? What else can you learn?

2020-11-12T11:15:00Z 2020-11-12T11:30:00Z America/Los_Angeles What+Customer+Feedback+at+Scale+Reveals+About+Memorable+Frontline+Experience https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 7:30pm 7:30PM– 8:00PM · Stage

The Future of Deskless Work

A presentation on the future of deskless work that will feature the recent findings and insights from a global study of deskless workers.

2020-11-12T11:30:00Z 2020-11-12T12:00:00Z America/Los_Angeles The+Future+of+Deskless+Work https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 8:00pm 8:00PM– 8:15PM · Sessions

Meet the Speaker: Matt Fairhurst

Meet speaker Matt Fairhurst (CEO of Skedulo) in this Q&A session!

2020-11-12T12:00:00Z 2020-11-12T12:15:00Z America/Los_Angeles Meet+the+Speaker%3A+Matt+Fairhurst https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 8:00pm 8:00PM– 8:15PM · Sessions

Petting Zoo: Meet the Pets of the Frontline

Join us at the petting zoo for giveaway prizes and fun! Cameras on!

2020-11-12T12:00:00Z 2020-11-12T12:15:00Z America/Los_Angeles Petting+Zoo%3A+Meet+the+Pets+of+the+Frontline https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 8:00pm 8:00PM– 8:15PM · Networking

Midday Break: Networking, Expo

Take a break for networking opportunities.

2020-11-12T12:00:00Z 2020-11-12T12:15:00Z America/Los_Angeles Midday+Break%3A+Networking%2C+Expo https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 8:15pm 8:15PM– 8:45PM · Stage

Thriving Through Human Connection

Dr. Patti Fletcher will share the outcomes that transformative leaders and organizations are seeing from building a more human workplace.

2020-11-12T12:15:00Z 2020-11-12T12:45:00Z America/Los_Angeles Thriving+Through+Human+Connection https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 8:45pm 8:45PM– 9:15PM · Sessions

The Habits and Rituals That Fuel Customer-Obsessed Cultures

Hear Darcie Peacock and Cotton Hawes share their playbooks on how they are winning customer and frontline hearts and minds in the Health Care industry.

2020-11-12T12:45:00Z 2020-11-12T13:15:00Z America/Los_Angeles The+Habits+and+Rituals+That+Fuel+Customer-Obsessed+Cultures https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 8:45pm 8:45PM– 9:00PM · Sessions

The Power of Storytelling

How sharing your past ensures your future success.

2020-11-12T12:45:00Z 2020-11-12T13:00:00Z America/Los_Angeles The+Power+of+Storytelling https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 9:00pm 9:00PM– 9:15PM · Sessions

Humanizing Humans

The power in creating a business that sparks happy emotions and memories has driven me from day #1. Bringing daily joy is a wonderful thing.

2020-11-12T13:00:00Z 2020-11-12T13:15:00Z America/Los_Angeles Humanizing+Humans https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 9:00pm 9:00PM– 9:15PM · Sessions

Linking EX and CX

How are employee experience and customer experience linked? What are the differences between EX and CX? Where should we focus?

2020-11-12T13:00:00Z 2020-11-12T13:15:00Z America/Los_Angeles Linking+EX+and+CX https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 9:15pm 9:15PM–10:00PM · Stage

She Is Not Your Rehab

Join us for a keynote by Matt Brown (Owner/Director of My Father's Barber), followed by Q&A!

2020-11-12T13:15:00Z 2020-11-12T14:00:00Z America/Los_Angeles She+Is+Not+Your+Rehab https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 10:00pm 10:00PM–10:30PM · Sessions

Now Serving: Hidden Purpose

Learn how waiting tables and painting yard signs taught Savvy about scaling empathy and finding purpose one course/coat at a time.

2020-11-12T14:00:00Z 2020-11-12T14:30:00Z America/Los_Angeles Now+Serving%3A+Hidden+Purpose https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 10:00pm 10:00PM–10:30PM · Sessions

Sharing an Essential Purpose

Why connecting frontline teams through storytelling is in the blood.

2020-11-12T14:00:00Z 2020-11-12T14:30:00Z America/Los_Angeles Sharing+an+Essential+Purpose https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 10:00pm 10:00PM–10:30PM · Sessions

Feeding Your Foundation

Learn the 3 ways you can maintain a culture that connects with your why and helps your organization stay solid, strong and sustainable.

2020-11-12T14:00:00Z 2020-11-12T14:30:00Z America/Los_Angeles Feeding+Your+Foundation https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 10:20pm 10:20PM–10:45PM · Sessions

[email protected]: Turning the Corner

The story of a motorcyclist's life changing accident and how it inspired his new career to support others like him on their healing journeys.

2020-11-12T14:20:00Z 2020-11-12T14:45:00Z America/Los_Angeles Humans%40Work%3A+Turning+the+Corner https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 10:45pm 10:45PM–11:00PM · Sessions

Move Your Body with Chloe Marie

Unwind with an afternoon musical performance by Chloe Marie!

2020-11-12T14:45:00Z 2020-11-12T15:00:00Z America/Los_Angeles Move+Your+Body+with+Chloe+Marie https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 10:45pm 10:45PM–11:00PM · Networking

Afternoon Break: Networking, Expo, Entertainment

Take a break for networking opportunities.

2020-11-12T14:45:00Z 2020-11-12T15:00:00Z America/Los_Angeles Afternoon+Break%3A+Networking%2C+Expo%2C+Entertainment https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 11:00pm 11:00PM–11:30PM · Stage

Betting On You

How customer-obsessed brands can fix the disrupted world of work.

2020-11-12T15:00:00Z 2020-11-12T15:30:00Z America/Los_Angeles Betting+On+You https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 11:20pm 11:20PM–11:45PM · Sessions

Meet the Speaker: Laurie Ruettiman

Meet speaker Laurie Ruettiman (Founder of Punk Rock HR) in this Q&A session!

2020-11-12T15:20:00Z 2020-11-12T15:45:00Z America/Los_Angeles Meet+the+Speaker%3A+Laurie+Ruettiman https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 11:30pm 11:30PM–11:45PM · Sessions

Unleashing the Full Potential of Frontline Workers

This talk will focus on the importance of frontline leadership and taking care of employees during these unprecedented times.

2020-11-12T15:30:00Z 2020-11-12T15:45:00Z America/Los_Angeles Unleashing+the+Full+Potential+of+Frontline+Workers https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 11:30pm 11:30PM–11:45PM · Sessions

Your Next Great Leader Already Works for You

Understanding the power of frontline employees and investing in their individual growth and connection to your company's mission.

2020-11-12T15:30:00Z 2020-11-12T15:45:00Z America/Los_Angeles Your+Next+Great+Leader+Already+Works+for+You https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 11:45pm 11:45PM–12:00AM · Sessions

Bringing Continuous Learning to the Frontline

HRCI CEO Amy Dufrane shares why it's so critical to invest in continuous learning for your frontline workers.

2020-11-12T15:45:00Z 2020-11-12T16:00:00Z America/Los_Angeles Bringing+Continuous+Learning+to+the+Frontline https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 12, 2020 11:45pm 11:45PM–12:00AM · Sessions

Cracking the Code to Mentoring Relationships

A new way of flipping the mentoring script to empower the frontline

2020-11-12T15:45:00Z 2020-11-12T16:00:00Z America/Los_Angeles Cracking+the+Code+to+Mentoring+Relationships https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 13, 2020 12:00am 12:00AM–12:15AM · Sessions

Forced Creativity

Like a haiku, constraints and limitations guide creativity. Find your constraints (or create them) and lean in!

2020-11-12T16:00:00Z 2020-11-12T16:15:00Z America/Los_Angeles Forced+Creativity https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 13, 2020 12:00am 12:00AM–12:15AM · Sessions

Evolving the Frontline in the Face of a Pandemic

Join speaker Vinny Pacione (Director of Consumer Digital at BioReference Laboratories) for a talk on evolving the frontline during a pandemic.

2020-11-12T16:00:00Z 2020-11-12T16:15:00Z America/Los_Angeles Evolving+the+Frontline+in+the+Face+of+a+Pandemic https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 13, 2020 12:15am 12:15AM–12:30AM · Stage

Call to Action

Join Aaron Ward on the main stage for a closing speech and reflection on the day's events!

2020-11-12T16:15:00Z 2020-11-12T16:30:00Z America/Los_Angeles Call+to+Action https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

November 13, 2020 12:15am 12:15AM– 1:15AM · Sessions

Sip & Savor the Moment Wind Down Sesh

Professional mixologists Yancy Violii & Leah Pupkin teach us to make a very special Frontline signature cocktail while we chill out after!

2020-11-12T16:15:00Z 2020-11-12T17:15:00Z America/Los_Angeles Sip+%26+Savor+the+Moment+Wind+Down+Sesh https%3A%2F%2Fhopin.to%2Fevents%2Ffrontline-summit Hosted virtually on Hopin (link in the description)

Speakers

Leah Pupkin

Mixologist

Yancy Violi

Mixologist

Patti Fletcher

VP Brand Marketing, Frmr SAP Work Futurist @ Workhuman

Miles Kelly

Executive VP of Marketing at Skedulo

Cotton Hawes

CEO of Bright Tiger Dental

Kristin Carlos

Chief Customer Officer of Fitness & Lifestyle Group

Sadie Lincoln

CEO of barre3

Vinny Pacione

Director of Consumer Digital at BioReference Laboratories

Rex New

Multimedia Producer at Rep Cap

Rory Sutherland

Vice Chairman at Ogilvy UK

Alyona Medelyan

Co-founder & CEO of Thematic

Matt Brown

Owner of My Father's Barber

Michael Carden

CEO of Joyous

Amy Schabacker Dufrane

CEO of HRCI

Elena Valentine

CEO & Co-Founder of Skill Scout

Taryn Hamilton

Chief Executive at Vocus

Farhad Ghafarzade

Owner, CEO of Green Drop Garage

chris fisher

Founder & CEO of Shine Franchise Group

Lisa Herlinger

Founder, Ruby Jewel Ice Cream

Jason Bolt

Founder & CEO of Revant Optics

Chloe Marie

Performer

Horst Schulze

Co-Founder of Ritz Carlton

Don MacPherson

CEO of 12 Geniuses

richard owen

Founder, OCXCognition

David Benoit

President of ServiceMaster Clean Residential for Vancouver

Savannah "Savvy" Peterson

Founder & Chief Unicorn at Savvy Millenial

Cinthia Manuel

CEO at Autentica Consulting LLC

Danny Farrar

CEO/Founder at Soldierfit

Michelle Blankenship

Senior Director of Services at Ruby Receptionists

LAURIE RUETTIMANN

Keynote Speaker, Author, Entrepreneur

Cath Stone

Executive Director Donor Services at Australian Red Cross Lifeblood

Matt Warren

Business Engagement at Yooralla

Darcie Peacock

CEO at Solace Home Healthcare

Matt Fairhurst

CEO at Skedulo

Justin Riordan

Founder at Spade and Archer Design Agency

Janine Vesper

Operations Manager at Amplifon Americas

Nina Church-Adams

VP Marketing, AskNicely

Shaun Mayo

Senior Director of Field People at Sam's Club

Aaron Ward

CEO of AskNicely

Peter Dorrington

Founder of XMplify Consulting

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