January 25, 2018
Southwest Airlines Training & Operations Support (TOPS) Building , Dallas, TX

Thursday, January 25, 2018

8:00 am - 8:30 am Breakfast and Registration

8:30 am - 8:45 am Welcome Orientation & Ice Breaker - What's Your Buzz? Getting Intentional With Your Leadership Reputation

What are people saying about you when you’re not in the room? Hopefully, it’s positive because negative buzz will get in the way of your ability to influence others and be heard. Participants will see three types of buzz demonstrated through short comedic improvisational scenes. Then in small groups, participants will discuss two questions: 1) What is the buzz you want? And 2) What is the buzz you think you have? A short group debrief will cement the learning and get participants excited about the day.
- Initial group laughter immediately creates a safe learning environment
- Exploring the concept of a leadership reputation is relevant to everyone, no matter what role or level a person is at within their organization
- Small group discussion gets everyone talking, learning and participating

8:45 am - 8:50 am Chairperson's Opening Remarks

8:50 am - 9:30 am Innovation and Learning at Southwest

Elizabeth Bryant - Chief Learning Officer Southwest Airlines University
Southwest Airlines University supports the learning and development of 55,000 Southwest Airlines Warriors. Learning through innovation allows SWA University to meet Employees where they are and deliver training that is meaningful and relevant to their daily work environment. This session will showcase how SWA University's state of the art training facility allows them to train Employees in a realistic, innovative learning setting and prepares them to deliver the legendary Customer Service for which Southwest Airlines is known.Southwest Airlines University uses innovation to connect learning to the business through:
- Realistic training environments
- Learning technology
- Learning enablement

Elizabeth Bryant

Chief Learning Officer
Southwest Airlines University

9:30 am - 9:45 am Shock Your Team into Growth: Leveraging the Neuroscience of Surprise

Have you ever left a training and within 7 days found yourself unable to recall the key points? Unfortunately, studies show that this is normal for adult learners — so how can you leverage the neuroscience of surprise to shock the brain into retaining valuable information? Using experiential learning, it’s easier to implement and more powerful than you may expect. After this presentation, you will understand the power of surprise in your corporate training, and why its presence is imperative to making a lasting impact.

  • Grow your understanding of how the neuroscience of surprise may be used in any learning program
  • Improve adult learning retention in your programming using a simple yet powerful method
  • Benefit from the greater enjoyment of experiential learning reported by learners
  • Better understand your own learning needs and leverage this understanding for personal growth


9:45 am - 10:30 am Enhancing Knowledge Through a Digital Workplace
Steven Kramer - CEO WorkJam
Mike Zorn - VP, Workplace Strategy WorkJam
WorkJam’s Digital Workplace Management Master Class will cover the changing demands and expectations of the workforce. Steve Kramer and Mike Zorn will discuss how to engage and retain employees to develop a better customer experience. They will focus on how to increase employee knowledge with digital training and how to deploy employee-level task management. The class will cover how companies can improve communication between corporate and employees so that everyone aligns with its goals and vision.
Benefits Realized:
  • Engage and retain knowledgeable employees
  • Effectively onboard and continuously train employees
  • Unify the workforce with the company’s vision and goals


Steven Kramer



Mike Zorn

VP, Workplace Strategy


9:45 am - 10:30 am Driving Employee Engagement Through Emotional Intelligence
Leaders have a profound impact on how employees feel and perform. When leaders intentionally create a positive work climate, employees will be more engaged, productive, collaborative, innovative and efficient. Through a blend of live theatre, peer dialogue and individual reflection, learners will leave with transformational skills to move them forward at work and home.
- Recognize your emotional impact on engagement, productivity, and success
- Identify dissonant behaviors that get in the way
- Be fully present when it counts through listening and being curious

10:30 am - 10:45 am Networking Break

10:45 am - 11:20 am Fireside Chat: The Role of Learning & Development in Preparing for a Digital Future

John Palmer - Senior Vice President - Human Resources & Chief Learning Officer AT&T Communications
Learning and development (L&D), including employee reskilling, is and will be instrumental as companies and society increasingly shift to a digital world. Even within the L&D field, learning methods are becoming more and more digital in nature. AT&T will continue to evolve when it comes to learning and development and how we transform our workforce to match the growth and transformation of our business. Today, AT&T University is laser focused on creating effortless and efficient learning experiences by providing training content on mobile, virtual and simplified platforms. During this fireside chat with John Palmer, Senior Vice President – Human Resources and Chief Learning Officer, AT&T, attendees will hear about:
- The competencies of the past and present, and more specifically, the competencies of the future needed for a digital society.
- A culture of continuous learning with a focus on fueling future growth and innovation.
- Employee reskilling efforts


John Palmer

Senior Vice President - Human Resources & Chief Learning Officer
AT&T Communications

11:20 am - 11:50 am Business Meeting

11:50 am - 12:20 pm Business Meeting

12:20 pm - 1:00 pm Lunch

1:00 pm - 1:30 pm Leverage AI and Cognitive Capabilities in Your Corporate Video & Deliver Live Streams that Excite Your Workforce

The old world of corporate video is low-quality, hard-to-find and difficult to watch. Learn how leading companies are leveraging AI and cognitive insights as well as IBM Cloud Video's tracking and administration features to deliver effective video that excites and engages teams across offices, continents and time zones. With cognitive enhancements such as automated captions and keywords, the right content is now easier than ever to find. Whether it is a live stream of a c-level address, or team knowledge sharing, video can be created and leveraged across the organization as a learning, communication, and training tool that helps build stronger bonds between team members and communicates powerfully the key messages.

  • Understand how live streaming and video can be deployed within an organization.
  • See case studies of successful video deployments
  • Learn how video is being enhanced with artificial intelligence and cognitive capabilities.

1:30 pm - 2:00 pm Big Results Come in Small Packages: Improving Performance With Creative Micro-learning Refreshers

David Campbell - Director, Clinical Education Children's Health
We know that more training isn't always the answer; yet few of us have inexpensive, nimble solutions at hand to impact real behavioral change. David Campbell, Director of Clinical Education, shares how Children's Health improved the quality of clinical care without more classes.

David Campbell

Director, Clinical Education
Children's Health

2:00 pm - 2:30 pm Business Meeting

2:30 pm - 3:00 pm Business Meeting

3:00 pm - 3:15 pm Networking Break

3:15 pm - 3:45 pm Business Meeting

3:45 pm - 4:15 pm Adaptive Learning: The Future of Corporate Learning

L&D functions waste billions of dollars and millions of hours of workers' time every year because 'dumb' e-learning forces workers to take training on subjects they already know, and provides no help when learners struggle with content. Worse, 70% of what IS learned is forgotten within one day.
Adaptive Learning -­ the application of computer science, big data and machine learning techniques, combined with state­-of-­the-­art pedagogy - has enabled the creation of new ­learning systems that adapt to the needs of each and every learner. Adaptive learning creates at scale and at low cost ­the experience of a personal tutor, guaranteeing proficiency while dramatically reducing time spent learning and returning thousands of hours of productive time back to the business.
Fortunately, it is easy to make the move to adaptive learning.  In this session we explore how adaptive learning works, how to implement it easily, and the challenges and benefits of transforming your learner experience.

4:15 pm - 4:45 pm Building Career Progression and Employee Engagement from the Bottom Up

Paul Rumsey - Chief Learning Officer Parkland Health & Hospital System
Most organizations focus their career development resources on leaders, yet the greatest employee population impacts customers on the front line. Individual contributors often feel overlooked, under-appreciated and under-developed, resulting in high turnover rates and low employee morale. Without neglecting leadership development, Parkland Health & Hospital System implemented a robust frontline career development program that won the National Fund/CareerSTAT Emerging Leader Award. This workshop will discuss career development strategy, implementation best practices, risks and methods for overcoming those risks.
- Explain key components of a frontline, career development strategy
- Identify best practices for building a frontline, career development program
- Discuss potential risks for implementing frontline, career development programs
- Formulate risk mitigation tactics to ensure implementation success and sustainability

Paul Rumsey

Chief Learning Officer
Parkland Health & Hospital System


4:45 pm - 5:30 pm Video Training of the Future: Key Video Innovations That Will Change the Way You Approach Training
Video training has been one of the leading ways savvy CLOs stretch their budget and scale up training programs. But we’ve come a long way from the early days. Today’s video training can be more interactive, engaging, personalized, and accountable than you realize. See how real companies like yours are innovating and learn how to:
- Go beyond pre-packaged content by easily creating your own custom videos
- Integrate video as a native component into your existing platforms
- Create interactive video assessments
- Build a globalized training strategy that easily adapts across language and cultural barriers


4:45 pm - 5:30 pm The 5 Question Leader
Why does it take so long to get your managers coaching?
Despite many initiatives, most coaching training doesn’t stick in today’s busy workplaces. Managers and leaders find themselves stuck in three vicious circles. They’re frustrated by teams that have become overdependent on them. They’re overwhelmed by the amount of work they have to do. And they’re disconnected from their own Great Work — the work that has impact, the work that has meaning.
Sound familiar?
Make your managers more coach-like ... without making them into “coaches.”
At Box of Crayons, we don’t make coaching something that is added on to a manager’s already full schedule — we give managers the tools to make coaching part of their everyday repertoire.
In this master class, your managers and leaders will learn how to be more coach-like and be able to support their teams through consistent and ongoing feedback. We share practical ways to slay “the advice monster” and foster autonomous, accountable teams. Your people will also learn a proven framework for more productive, engaging conversations.
In this session participants:
·         Discover the three vicious circles that keep managers—and their teams—stuck.
·         Learn the five core questions they need so they (and those they lead) can focus on the work that matters.
·         Get three quick-to-master techniques to ask a question well (it’s harder to do than it sounds!).
·         Find the Best Coaching Question in the World (and it has just three words).
·         Understand how to apply the New Habit Formula to convert insight into new, sustainable behaviours. 

A: Millennial Engagement: Developing a Platform to Engage the Modern Worker
If organizations are going to engage employees from day one, a culture of engagement, transparency and feedback are going to help shape the future of the organization. With the rise of social networking tools, technologies and applications, and the combination of generations, organizations are seeking to integrate next-generation tools in addition to the existing ones. During this roundtable we will discuss the tools used in highly engaged organizations to drive transparency through feedback and
Led By: Brandon Hobby, Director, Organizational Capability, Cinemark

B: Telling the Data Story
While the tools at an L&D Leader’s disposal for gathering data on learning continue to grow, the biggest challenge has become telling that story in a convincing way to motivate business decisions. During this roundtable we’ll share our experiences telling the story of learning using data to back it up.
Led By: Jim Mason, Director, Learning & Development, TGI Fridays

C: A Unique & Award Winning Approach to Leadership Development
BNSF Railway trains 5400 employees every year with a unique LDP that is never the same as the year before. Backed by executive support and sponsorship, this award winning program provides a truly immersive experience for leaders at all levels to continue to develop and advance their careers. Don't miss this opportunity to hear first-hand how they are executing, measuring and sustaining the program.
Led By: Debra Ross, AVP, Learning & Leadership Development, BNSF Railway

Jim Mason

Director of Learning & Development
TGI Friday's


Debra Ross

AVP, Learning & Organization Development
BNSF Railway


Brandon Hobby

Director, Organizational Capability

6:10 pm - 6:40 pm Networking Reception