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Global Frontline Experience Summit

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Schedule

– · 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
Aaron Ward
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)
– · Stage
Optimise on the Future, Not on the Past
Why we are using digital media for the wrong thing.
Rory Sutherland
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)
– · Stage
Orientation
Join us to find out what to expect today and how to use the platform to network with others!
Savannah "Savvy" Peterson
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)
– · Sessions
Meet the Speaker: Rory Sutherland
Meet speaker Rory Sutherland (Vice Chairman at Ogilvy UK) in this session!
Rory Sutherland
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)
– · 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.
Peter Dorrington
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)
– · 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.
Don MacPherson
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)
– · 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.
Horst Schulze
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)
– · 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)
– · 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)
– · 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.
richard owen
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)
– · 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.
Janine Vesper
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)
– · 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.
David Benoit
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)
– · 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
Kristin Carlos Taryn Hamilton
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)
– · Sessions
Meet the Speaker: Richard Owen
Meet speaker Richard Owen (Founder of OCXCognition) in this Q&A session!
richard owen
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)
– · 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.
Justin Riordan
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)
– · 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?
Alyona Medelyan
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)
– · 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.
Matt Fairhurst
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)
– · Sessions
Meet the Speaker: Matt Fairhurst
Meet speaker Matt Fairhurst (CEO of Skedulo) in this Q&A session!
Matt Fairhurst
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)
– · Sessions
Petting Zoo: Meet the Pets of the Frontline
Join us at the petting zoo for giveaway prizes and fun! Cameras on!
Savannah "Savvy" Peterson
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)
– · 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)
– · 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.
Patti Fletcher
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)
– · 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.
Cotton Hawes Darcie Peacock
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)
– · Sessions
The Power of Storytelling
How sharing your past ensures your future success.
Danny Farrar
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)
– · 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.
Lisa Herlinger
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)
– · 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?
Michael Carden
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)
– · 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!
Matt  Brown
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)
– · 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.
Savannah "Savvy" Peterson
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)
– · Sessions
Sharing an Essential Purpose
Why connecting frontline teams through storytelling is in the blood.
Cath Stone
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)
– · 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.
chris fisher
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)
– · 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.
Elena Valentine
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)
– · Sessions
Move Your Body with Chloe Marie
Unwind with an afternoon musical performance by Chloe Marie!
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)
– · 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)
– · Stage
Betting On You
How customer-obsessed brands can fix the disrupted world of work.
LAURIE RUETTIMANN
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)
– · Sessions
Meet the Speaker: Laurie Ruettiman
Meet speaker Laurie Ruettiman (Founder of Punk Rock HR) in this Q&A session!
LAURIE RUETTIMANN
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)
– · 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.
Shaun Mayo
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)
– · 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.
Michelle Blankenship
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)
– · 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.
Amy Schabacker Dufrane
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)
– · Sessions
Cracking the Code to Mentoring Relationships
A new way of flipping the mentoring script to empower the frontline
Cinthia Manuel
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)
– · Sessions
Forced Creativity
Like a haiku, constraints and limitations guide creativity. Find your constraints (or create them) and lean in!
Farhad Ghafarzade
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)
– · 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.
Vinny Pacione
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)
– · Stage
Call to Action
Join Aaron Ward on the main stage for a closing speech and reflection on the day's events!
Aaron Ward
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)
– · 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!
Yancy Violi Leah Pupkin
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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