The virtual summit for operations, marketing, customer experience, and people leaders committed to making frontline work awesome.

November 12 (US/UK) / November 13 (AU/NZ)

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Frontline Leaders Unite

On November 12, 2020, customer obsessed-brands from around the world came together for a day filled with frontline stories, practical playbooks, and inspiration.

On-Demand Replays and Exclusive Content Coming Soon to
www.frontlinemagic.org
Full list of speakers below.
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
Keynotes:
Rory Sutherland, Vice Chairman, Ogilvy
Horst Schulze, Co-Founder, Ritz Carlton

Sessions:
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"
Keynotes:
Richard Owen, Founder, OCX Cognition
Matt Fairhurst, CEO, Skedulo

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

Sessions:
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
Keynote:
Dr. Patti Fletcher, VP Marketing, Workhuman

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

Sessions:
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
Keynote:
Matt Brown, Founder, My Fathers Barber

Sessions:
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
Keynote:
Laurie Ruettiman, Author, Betting on You

Sessions:
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

Keynotes

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.

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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.

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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.

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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.

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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.

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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.

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Featured Speakers

Vinny Pacione

VP, Consumer Technology and Digital Solutions

Vinny Pacione

Vinny is responsible for leading the User Experience and Digital Product Management disciplines within the Digital Health organization at BioReference. His team shapes the roadmap and drives delivery of digital solutions. He has over 14 years of healthcare technology experience, and has held a variety of roles delivering solutions for consumers, providers, health systems, health plans, and commercial laboratory operations.

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Janine Vesper

Operations Manager

Janine Vesper

Janine is an operations leader at Amplifon, a global leader in the hearing care retail industry. Jane’s 30+ year career spans four diverse industries with a consistent focus in project management, cx survey development and management, process development and implementation, and participant-centered training techniques.

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Amy Dufrane

CEO

Amy Dufrane

Amy is the CEO of the HRCI, the premier provider of the most trusted and recognized HR certifications worldwide. Amy is also the co-founder of the podcast Inevitable: The Future of Work and the facilitator and author behind The Rise of HR: The future of work from 73 thought leaders in HR. Before joining HRCI, Amy spent more than 25 years as an innovator of human capital strategies for progressive organizations.

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Don MacPherson

Polymath-in-Training

Don MacPherson

Don is Executive Director of think2perform RESEARCH INSTITUTE, an organization dedicated to advancing moral, purposeful, and emotionally intelligent leadership. He is also host of 12 Geniuses - a podcast for curious and voracious learners. A five-time entrepreneur, Don has spent the last 25 years researching employee and customer experiences, the attributes of great leadership, and how healthy organizational cultures are created and sustained.

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Lisa Herlinger

Flavor Creator/ Founder

Lisa Herlinger

Lisa founded Ruby Jewel in 2004 to fill an artisan ice cream void in Portland, OR. While Ruby Jewel has received national attention, appearing on the Food Network, all Ruby Jewel ice cream is still small batch, crafted locally in a factory called “Spin City.” Committed to supporting the local community and economy, Ruby Jewel uses only the best ingredients, thoughtfully sourced from farmers and food artisans in Oregon and the Pacific Northwest.

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Danny Farrar

CEO & Founder

Danny Farrar

Danny, CEO & Founder of Soldierfit, is an 8-year military veteran who served in the U.S. Army, including a combat tour in Iraq. He's the Founder & President of Platoon22. Formerly a firefighter and EMT, he graduated top of his class and was awarded the Chief’s award for leadership. Danny is a certified personal trainer with over a decade of experience, a sought-after public speaker, and has won numerous awards including Frederick’s Top 50 CEOs.

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Catia Morgan

Senior Vice President Of Franchise Operations

Catia Morgan

Catia plays an integral role in growing the Camp’s franchise footprint and strategically supports new and existing franchisees. With more than 20 years of franchising experience, Catia has worked in senior operations roles in a variety of industries, including restaurant and beauty concepts. It was through these roles that she learned to manage and develop relationships with franchisees to drive unit profitability and finetune business operations

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Chris Fisher

Founder & CEO

Chris Fisher

Chris washed his first window in 1999 with a gas station squeegee and had no idea that would lead to millions of windows being washed with the help of amazing people in one of the greatest industries in America, franchising. Chris leads a growing franchise system, with 40+ locations nationwide, of passionate leaders committed to their mission of Being a Light by growing profitable businesses that care about their team members and the community.

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Michael Carden

Co-Founder

Michael Carden

Mike is a co-founder of Joyous. Authentic conversations about the topics that matter most. Employee feedback, at scale, helping some of the world’s largest employers maintain an inclusive, productive culture in times of change. Prior to Joyous, Mike was the CEO and Founder of Sonar 6, acquired by Cornerstone OnDemand, and Chairman of Promapp, acquired by Nintex.

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Savannah Peterson

Founder | EHF Fellow | Community Builder

Savannah Peterson

Savvy helps make the future less scary by building community around new technology and scaling empathy through storytelling on stage and at Savvy Millennial. Savvy is a Forbes 30 Under 30 in Consumer Tech and the Founder of Savvy Millennial. She is an international public speaker, community builder, and innovation strategist.

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Cinthia Manuel

CEO & Founder

Cinthia Manuel

Cinthia is an equity, diversity, inclusion, and leadership development consultant, facilitator, strategist, coach, and a TEDx speaker. She is a first-generation Latina, an immigrant from Mexico City, bilingual (Spanish/English) and bicultural. She has over 19 years of experience working with racially diverse communities and organizations in different capacities in Fortune 500 companies, for-profit, national foundations, and nonprofits.

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Justin Riordan

Founder

Justin Riordan

Justin M. Riordan, LEED AP is the founder of Spade and Archer Design Agency, a home staging company with locations in Los Angeles, Portland, and Seattle. He is a thought leader and trendsetter in the real estate industry as well as the energy behind Spade and Archer, the world’s first guaranteed home stager. Prior to opening Spade and Archer in 2009, Riordan practiced interior architecture and interior construction for twelve years.

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Michelle Blankenship

Senior Director of Services

Michelle Blankenship

Michelle leads more than 500 frontline team members, ensuring a high quality of service. Experienced in scaling teams and departments through organizational growth and transition, Michelle has grown along with Ruby as the company has transitioned from a small team in one office to a large department spanning multiple states. She’s skilled in building alignment, creating a shared vision for the future, and nurturing future leaders.

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Farhad Ghafarzade

Owner

Farhad Ghafarzade

After graduating in 2005 from UC Santa Cruz, Farhad moved back to his hometown of Portland, OR with his vegetable oil-powered Mercedes. A long, strange trip led to Farhad abandoning dental school and pursuing his belief that auto repair can be sustainable, ethical, and fun! Green Drop Garage is a certified Eco Biz and a certified B Corporation.

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Jessi Duley

Founder & CEO

Jessi Duley

Jessi Duley is pure energy and a badass entrepreneur. She is the founder + CEO of BurnCycle. Jessi firmly believes in the importance of creating humbling and invaluable experiences through experiential fitness to tap into the boundless positive energy that can be infused into every aspect of the studio. Jessi has created a die-hard following of melt-your-face, ride-or-die workout customers who live and breathe BurnCycle.

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Elena Valentine

CEO

Elena Valentine

Elena is an expert in leveraging video stories in the workplace. With the motto “you cannot be what you cannot see” Elena started filming jobs as a way to get young people excited about the world of work. Since then, her team at Skill Scout has since built a world-class media company. Their films have helped clients like Nike and American Airlines engage candidates and employees alike.

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Shaun Mayo

Senior Director Field People

Shaun Mayo

Shaun Mayo is a Human Resources Strategist, who likes to think of himself as the “People Whisperer.” Shaun has over 10 years of HR leadership experience delivering innovative people solutions, developing and managing teams that operate in an agile way and building a high-performance culture that promotes diversity and inclusion. Shaun is known for delivering forward-thinking HR solutions to solve some of the most complex business problems.

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Jason Bolt

Founder & CEO

Jason Bolt

Jason is the founder of two eyewear companies, Society43 and Revant, where he serves as CEO. He successfully grew Society43, which designs and sells officially licensed eyewear for over 120 teams in the NCAA, NBA, and MLS, from 2010 until the summer of 2015, when he sold the business to a group of investors to focus his attention completely on Revant.

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David Benoit

President, ServiceMaster Clean Vancouver

David Benoit

David has been the general manager and president of ServiceMaster Clean Property Services Vancouver for over 20 years. In that time the business has grown from four staff members to over seventy, with over 25 service vehicles on the road. He has won several awards within the ServiceMaster network for his efforts to deliver cleaning services in an innovative manner focused on employee and customer success.

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Peter Dorrington

Founder

Peter Dorrington

Peter is an internationally respected expert in how to use a combination of data and behavioural sciences to quantify and explain the role of emotions and empathy in human behaviour. Using these techniques, he can tell why people do what they do, predict what they are likely to do next, and guide organisations on how to respond - something he calls 'predictive behavioural analytics'.

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Cotton Hawes

CEO

Cotton Hawes

Cotton has a rich history in strategic and executive leadership, and is deeply motivated by his current leadership role in a business that is focused on creating healthier lives. That sense of purpose is what drives him and the rest of his team at Bright Tiger Dental to work hard rewriting the way dentistry businesses run, so that they can help more people more often.

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Alyona Medelyan, PhD

Co-founder & CEO

Alyona Medelyan, PhD

Dr Alyona Medelyan is the Co-Founder and CEO at Thematic. Thematic finds actionable insights in customer feedback received through NPS and CSAT surveys and tells companies how to drive change to loyalty, customer satisfaction and churn. The company uses proprietary word-class Text Analytics developed based on 15+ years of Dr. Medelyan's research in NLP and Machine Learning.

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Taryn Hamilton

Chief Executive

Taryn Hamilton

With more than two decades of industry experience, Taryn heads up Vocus’ three Consumer brands; Orcon, Slingshot and Flip, as well as its business division. The brands have carved out a reputation as challenger brands in a competitive landscape, with a focus on innovation, great service, and agility in bringing products to market.

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Kristin Carlos

Chief Customer Officer

Kristin Carlos

Kristin is a customer-centric product and marketing leader with a history of leading high performance teams. Before joining Fitness and Lifestyle Group, she was most recently at Facebook where she was Head of Media Partnerships across Australia and New Zealand.

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Cath Stone

Executive Director Donor Services

Cath Stone

Cath is an accomplished senior executive with a career spanning customer experience, operations, crisis management and strategy. She has massive experience developing transformational change projects in complex environments. Prior to joining Lifeblood, Cath was head of customer strategy for the Jetstar Group where she drove major programs in people engagement and customer experience.

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Matt Fairhurst

CEO

Matt Fairhurst

Matt Fairhurst is the co-founder and CEO of Skedulo, a leading mobile workforce management platform. Matt’s background is in user experience and user interface design, and, from this, he has a passion for building great products. He spends his time working between the global headquarters in San Francisco and the engineering/product development headquarters in Brisbane, Australia.

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Aaron Ward

CEO and Co-founder

Aaron Ward

Aaron is a customer experience guy. He started life in finance and rebranded as a strategic marketing guy, launching disruptive challenger brands into categories that were starving for innovation. It was a lot of fun until he realized that none of that matters unless you can consistently deliver an experience to your customers good enough that they will come back for more and tell others how awesome you are. That's the point of AskNicely.

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Nina Church-Adams

VP Marketing

Nina Church-Adams

Nina is a senior marketing leader with experience spanning B2B SaaS start-ups to Fortune 100 companies such as American Express and Nike. As an AskNicely customer turned employee, Nina knows what it takes to empower your frontline team to make every customer experience awesome.

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