The Global Frontline Experience Summit

The only customer experience event designed for service businesses.
ONLINE | 16 Feb (UTC)  | Feb 17 (UTC +12)

Presented in partnership with

For leaders ready to make a difference at the frontline

Join thousands of leaders from people-powered businesses across Marketing, Customer Experience, Operations and HR. Learn how to level up your customer experience and empower your customer facing teams to deliver awesome service, every time.

Learn why the current CX model doesn’t work for service businesses

Most service businesses aren’t doing enough to empower the people responsible for serving the customer. Learn what’s broken, and how to fix it. 

Hear real-world examples from industry leaders

Frontline first companies will share how they win on customer experience through trusting, appreciating and supporting their customer facing teams.

Discover new tools and processes designed to fix the problem 

Get familiar with the new breed of customer experience tools and processes, designed for frontline success.

Hear speakers from some of the most customer obsessed brands as they share their stories and playbooks

The Wise Pineapple
Barry's Bootcamp
HMS Host
Fort Lauderdale Marriott Hotels
Les Mills
Sun Country Airlines
A1 Air Conditioning & Heating
Mitre 10

2022 Speakers

Be sure to register for free to hear as soon as we announce new speakers and schedule for the day.

Robert Galop

VP of Marketing

Christine Trippi

MC and Author, professional Energizer

Roxana-Maria Barbu

PhD and Senior Cognitive and Behavioural Experience Researcher

Aaron Ward

Co-founder and CEO

Jerry Campbell

Director, Customer Workflows-Leading Practices

Joe Thornton

EVP/COO of HMS Host, former COO of Jamba Juice

Devin Murphy

Senior Vice President Operations

Cheryl DeSantis

Chief People & Diversity Officer

Ish Cheyne

Head of Fitness, Les Mills

Lisa Macqueen

CEO Cleancorp

Mel Tempest

Fitness Industry Thought Leader, IHRSA Award winner.

Anna Egan

CX and Business Development Leader, A1 Air Conditioning & Heating

Charles Ryan Minton

Hotelier, Fort Lauderdale Marriott Hotels

Christine McHugh

Ex. VP of Customer Service and Operations Services Starbucks, Author of the book From barista to boardroom

Dan Cockerell

Ex. VP of the Magic Kingdon, Disney, Executive Coach

Jeremy Hyde

Director, Customer Service Sun Country Airlines

Kirsten Riechelmann

Head of People Experience, Mitre 10



Hear what others are saying

"I found my tribe! You speak my HUMAN language! I appreciate that you had an array of people that could speak to a variety of frontline scenarios. I enjoyed the entire experience!"
– 2020 Attendee
"I love being able to hear what everyone is doing to keep the connective tissue connected, because without the frontline workers being given the tools they need not only do they suffer the most but as the world, we do too. We just don't realize it on the scale as the frontline workers do each day."
– 2020 Attendee


How do I use the event platform Hopin?

You will receive an email with a unique link that takes you directly to the event “reception” on the day of the event. To make the most of this experience, check out the video & guides below:

Hopin Attendee Walkthrough Video >Hopin Attendee FAQ >

Will I get access to the videos and other content after the event?

Yes! All the content except the special guest sessions will be made available to all those who registered for the event. Just sign up and hope you can attend but if not, do not worry you will still be able to access the sessions afterward.

Can I join just for one or a few sessions?

Absolutely! While a huge part of the value comes from interacting in the different sessions by asking questions and networking with other attendees, we understand everyone has busy schedules, so if you can only attend a few sessions that is all good. As long as you register you’ll have access to all the recordings except the guest speaker keynotes as well.

Is the event really free?

Yes! Thanks to our partners AskNicely this event is completely free! Spread the word to your colleagues and get them to attend too!

Past keynote speakers

Dr. Patti Fletcher

Dr. Patti Fletcher

VP Brand Marketing, Workhuman
Watch the video >
(sign up free to view)
Matt Brown

Matt Brown

Founder, My Fathers Barber & She is Not Your Rehab
Watch the video >
(sign up free to view)
Rory Sutherland

Rory Sutherland

Vice Chairman, Ogilvy UK
Watch the video >
(sign up free to view)
Horst Schulze

Horst Schulze

Co-founder of The Ritz Carlton
Watch the video >
(sign up free to view)
Laurie Ruettimann

Laurie Ruettimann

Speaker. Author. Podcaster. Badass.
Watch the video >
(sign up free to view)
Richard Owen

Richard Owen

Founder, OCX Cognition
Watch the video >
(sign up free to view)
Join our Frontline Magic community to watch all of last year's sessions on demand, it’s FREE!

What others are saying

"This summit is engineered to give you at least one “Aha” moment for yourself, whether you work in operations, marketing customer experience."
"This summit is engineered to give you at least one “Aha” moment for yourself, whether you work in operations, marketing customer experience."
"This summit is engineered to give you at least one “Aha” moment for yourself, whether you work in operations, marketing customer experience."

Free for everyone

Your ticket includes...

  • Access 20 sessions with world class speakers
  • Unlimited access to all talks after event
  • First 500 sign-ups will receive a printed copy of the Frontline Magic Playbook
  • First access to Frontline Magic Playbook (pdf)
  • Opportunity to grab a give-away from partners and speakers on the day!
  • Access to online community for business leaders like yourself
Frontline Magic Handbook Cover

Event Schedule

8:00 - 8:30
Call to Arms
Aaron Ward, CEO, AskNicely
8:30 - 10:15
Track: Designing for Frontline Magic
The science and psychology of creating magic at the frontline
Rory Sutherland, Vice Chairman, Ogilvy
Horst Schulze, Co-Founder, Ritz Carlton

Don MacPherson, CEO, 12 Geniuses
Peter Dorrington, Founder, XMplify Consulting
10:15 - 10:30
Networking and Namaste
10:30 - 12:00
Track: Customer Experience Awesomeness
Stories and playbooks of making customers go "wow"
Richard Owen, Founder, OCX Cognition
Matt Fairhurst, CEO, Skedulo

Kristin Carlos, Chief Customer Officer, Fitness & Lifestyle Group
Taryn Hamilton, Chief Executive, VOCUS

David Benoit, President, ServiceMaster Clean Vancouver
Janine Vesper, Operations Leader, Amplifon
Alyona Medelyan, Co-Founder & CEO, Thematic
Justin Riordan, Founder, Spade and Archer
12:00 - 12:15
Pets of the Frontline Meet and Greet
12:15 - 1:15
Track: Hacking the Human Condition
The habits and rituals that fuel customer-obsessed cultures
Dr. Patti Fletcher, VP Marketing, Workhuman

Darcie Peacock, CEO, Solace Health Care
Cotton Hawes, CEO, BrightTiger Dental

Danny Farrar, CEO & Founder, Soldierfit
Mike Carden, Co-Founder, Joyous
Lisa Herlinger, Flavor Creator/Founder, Ruby Jewel Ice Cream
1:15 - 2:45
Track: Winning with Why
Stories that connect people with purpose and roles with soul
Matt Brown, Founder, My Fathers Barber

Cath Stone, Executive Director Donor Services, Australian Red Cross Lifeblood
Chris Fisher, Founder & CEO, Shine
Savvy Peterson, Founder, Savvy Millenial

Film Screening:
Humans at Work with Elena Valentine, CEO, Skillscout
2:45 - 3:00
Discuss and Dance
3:00 - 4:15
Track: Leading from the Frontline
Nurturing authentic leadership from the frontline
Laurie Ruettiman, Author, Betting on You

Michelle Blankenship, Senior Director of Services, Ruby Receptionist
Shaun Mayo, Senior Director Field People, Sam's Club

Amy Dufrane, CEO, HRCI
Cinthia Manuel, CEO & Founder, Autentica Consulting

Farhad Ghafarzade, Owner, Green Drop Garage
Vinny Pacione, VP Consumer Technology & Digital Solutions, Bio Reference Labs
4:15 - 4:30
Call to Action
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