The Frontline Enablement Playbook
Equip Your Deskless Workforce to Power Organizational Performance
Format:Paperback
Publisher:American Society for Training & Development
Publishing:18th Jun '26
£53.99
This title is due to be published on 18th June, and will be despatched as soon as possible.
Every Shift Counts
Frontline employees turn strategy into action. From grocery clerks and delivery drivers to construction workers and restaurant servers, the frontline makes up 80 percent of the global workforce. But when they are overlooked and under-supported, execution suffers, turnover rises, and business performance declines.
The Frontline Enablement Playbook is a comprehensive guide for L&D, HR, and operations teams focused on improving performance across the deskless workforce. Drawing on 25 years of hands-on experience and insights from more than 50 global contributors—including Matthew Daniel, Chad Udell, and Gina Jeneroux—JD Dillon outlines practical ways to improve onboarding, training, communication, compliance, recognition, career development, and everyday readiness.
Inside, you'll dive deep into six parts that redefine frontline support:
- Understanding who frontline workers really are—and what they need
- Architecting a modern enablement ecosystem
- Empowering frontline managers to empower their employees
- Helping frontline workers do a great job today
- Fostering future opportunities for development
- Evolving your entire strategy to get that all-important buy-in
Are you struggling to improve day-to-day execution across frontline teams? Are location managers burning out under constant pressure? Are you trying to figure out how AI can help frontline teams hit daily targets?
The Frontline Enablement Playbook will give you the tools to unlock employee potential by ensuring every team member has the capability, confidence, and support to do their best every shift.
“WOW! The Frontline Enablement Playbook shows what it truly means to put the frontline first. Grounded in real-life experience, it’s a game-changer for anyone committed to building a stronger, more resilient workplace for everyone.”
—Shannon Davis, Talent Development Manager, MAREK
“At last, a resource that reflects the unique realities of frontline work. The Frontline Enablement Playbook rethinks onboarding, training, and communication through the frontline lens, giving HR, L&D, and leadership practical tools to drive results today while preparing the next generation of leaders.”
—Sue Kasko, Senior Director, Talent Development, 84 Lumber
“I wish I had The Frontline Enablement Playbook 10 years ago. I’ve spent years accountable for the performance of a large, dispersed frontline workforce, and I’ve seen how hard it is to break enablement down into what truly matters and earn sustained buy-in from HR and business leaders. This book delivers the practical tools to build capable, productive frontline teams that strengthen the business and brand.”
—Eileen MacDonald Cooke, Talent Executive
“JD Dillon demystifies the long-neglected frontline workforce and what it truly takes to support them, bringing practical solutions with deep experience, passion, and aplomb. This is imperative reading for any CLO, CHRO, or CEO accountable for building skills that drive real performance.”
—Lori Niles-Hofmann, EdTech and AI Learning Strategist, 8Levers
“In The Frontline Enablement Playbook, JD Dillon delivers the definitive guide on frontline performance, blending tried-and-true frameworks with real-world case studies and expert insights from across the field.”
—Susan Manos, (Retired) Director, Global Learning and Development, Corporate Quality Assurance, Procter & Gamble
“For years, I’ve seen JD Dillon’s dedication to improving the frontline experience up close. This book is exactly what you’d expect from him—practical, human, and relentlessly focused on solving real frontline problems while celebrating the people who do the work.”
—Brian Richardson, Founder and CEO, Richardson Consulting Group
“If you’re responsible for a frontline workforce and frustrated by training programs and tools that ignore how the job really gets done, this is the book you need. JD delivers practical guidance for developing managers and teams, grounded in the real experiences of those who keep organizations running.”
—Alicia Noddings, Chief Talent Officer, Hair Saloon for Men
“JD truly understands frontline workers and managers, along with their realities and goals. He gives enablement leaders practical ways to support the frontline with empathy while working within today’s systems and planning for what comes next.”
—John Parsell, Learning Strategy and Enablement Leader
“This book reframes enablement for the AI era in a way leaders will recognize as both overdue and deeply practical. JD shows how AI becomes a true force multiplier—shifting enablement from static training to real-time performance support—while keeping trust, accuracy, and the human experience at the center.”
—Jennifer Baker, Founder, JenInAI; Director of Talent and Leadership Development, Foot Locker
“Deeply human and grounded in rigorous research and real-world experience, The Frontline Enablement Playbook is a masterclass that delivers global, pragmatic insights through vivid storytelling. It serves as an essential, holistic guide for operations and learning leaders focused on real-world results.”
—Drew McGuire, Director, Capability Group
“JD’s lived frontline experience is the foundation for this comprehensive guide. It’s a must-read for any organization that wants to connect with its frontline workforce and grow its business.”
—Kit Campoy, Retail Leadership SME; Author, The Retail Leader’s Field Guide
“In a world that’s cluttered, chaotic, and constantly changing, The Frontline Enablement Playbook offers practical ways to help frontline employees learn, grow, and succeed. This book invites everyone—regardless of role or function—to ditch the corporate jargon and think about the frontline experience more holistically.”
—Rachel Horwitz, Senior Director, Human Resources, Princess Cruises
“The Frontline Enablement Playbook is a must-read for anyone serious about supporting the people who keep our organizations running. Every contributor offers practical solutions that leaders can act on today, grounded in the real-world challenges facing frontline workers.”
—David Kelly, Former Chairman and CEO, Learning Guild
ISBN: 9781562869861
Dimensions: unknown
Weight: unknown
600 pages