ONLINE | 16 Feb (UTC) US, UK | Feb 17 (UTC +12) AU, NZ


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Join thousands of leaders in people-powered businesses across Marketing, Customer Experience, Operations and HR to up-level your frontline experience.
Fuel your inspiration by learning from some of the most customer-obsessed brands as they share their frontline stories, practical playbooks and interact with attendees.
Discover a community of customer-obsessed businesses - exchange ideas; expand your network; turn acquaintances into friends.
Explore the Frontline Summit at your own pace. Sign up and get access to on demand content after the event at  Frontline Magic.
Get access to the Frontline Magic Playbook, featuring stories from the world's leading brands in customer experience.

Hear leaders from brands sharing their stories and playbooks:

Fort Lauderdale Marriott Hotels
Les Mills
Sun Country Airlines
A1 Air Conditioning & Heating
Mitre 10

2022 Speakers

More to come! Be sure to register for updates to hear as soon as we announce new speakers.

Lisa Macqueen

CEO Cleancorp

Ish Cheyne

Head of Fitness, Les Mills

Mel Tempest

Fitness Industry Thought Leader, IHRSA Award winner.

Christine McHugh

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

Kirsten Riechelmann

Head of People Experience, Mitre 10

Jeremy Hyde

Director, Customer Service Sun Country Airlines

Charles Ryan Minton

Hotelier, Fort Lauderdale Marriott Hotels

Anna Egan

CX and Business Development Leader, A1 Air Conditioning & Heating

Dan Cockerell

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


This summit is engineered to give you at least one “Aha!” moment

Here's what you’ll learn:
  • Understand what it means to truly ‘lead from the front’
  • Tools and techniques that will empower your frontline teams to deliver exceptional results
  • Learn what truly awesome customer experience looks like from others already doing it!
  • Big brand's playbooks, case studies and insights
    And more! 

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

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
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