Feb 16 US/UK | Feb 17 AU/NZ | ONLINE 

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For operations, marketing, customer experience, and people leaders committed to making frontline work awesome.
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Live Sessions

Learn and fuel your inspiration from some of the most customer obsessed brands, sharing their frontline stories and practical playbooks while interacting with fellow attendees.
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Join the community fo the most customer obsessed businesses and connect with peers so you can swap ideas and expand your circles.
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On-Demand access

Explore the Frontline Summit at your own pace. Sign up and get access to on demand content after the event.www.frontlinemagic.org
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Frontline Magic Playbook

Be the first to access the Frontline Magic Playbook, featuring stories from the world's leading brand in customer experience.

Make frontline work awesome

Join thousands of business professionals to uplevel your frontline experience and hear leaders from brands sharing their stories and playbooks:
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Get the latest playbook

This summit is engineered to give you at least one “Aha” moment for yourself.
Here's what you will learn:
  • Understand what it truly means to lead from the front
  • Tools and techniques on how to empower your frontline teams to deliver exceptional results
  •  Ideas and real stories to what a truly awesome customer experience looks like 
    And more!

Last year's keynote speakers

Horst Schulze

Horst Schulze

Co-founder of The Ritz Carlton

A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries.

More about this speaker >
Laurie Ruettimann

Laurie Ruettimann

Speaker. Author. Podcaster. Badass.

Laurie helps companies, leaders, and HR departments fix work by creating policies, processes, and programs that value the inherent worth of people.

More about this speaker >
Rory Sutherland

Rory Sutherland

Vice Chairman, Ogilvy UK

Rory is the Vice Chairman of Ogilvy, an attractively vague job title that has allowed him to co-found a behavioral science practice within the agency.

More about this speaker >
Dr. Patti Fletcher

Dr. Patti Fletcher

VP Brand Marketing, Workhuman

Author. Award-winning D&I expert and advocate. Former Leadership Futurist for SAP Success Factors. Patti is on a mission to change the way the world views leaders from under-represented populations and how these incredible leaders view themselves.

More about this speaker >
Matt Brown

Matt Brown

Founder, My Fathers Barber & She is Not Your Rehab

Matt is an internationally acclaimed barber who’s cut everyone from the All Blacks to the Wu Tang Clan. His true calling lies in his work to redefine societies view of masculinity and to help end the cycle of domestic violence.

More about this speaker >
Richard Owen

Richard Owen

Founder, OCX Cognition

Richard is one of the best-known CX thought leaders in the industry. While CEO at Satmetrix, his team led the development of the Net Promoter Score methodology, creating the most widely used approach to measuring customer experience in the world.

More about this speaker >
Sign up to the Frontline Magic community and watch all of last years sessions on demand

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
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