Coaching, Clarity, and Culture — Inside Westgate’s L&D Playbook

How do you scale leadership training that actually changes behavior?In this episode, David is joined by Stephanie Ketron, VP of Learning & Development at Westgate Resorts, who shares what it takes to move beyond check-the-box training and into culture-shaping leadership development. Stephanie opens up about her shift from content delivery to capability building, and how she equips leaders to coach, hold accountability without shame, and lead from any seat—title or not.Whether you’re building frontline leadership programs or rethinking how to embed learning into the day-to-day, Stephanie’s insights are a masterclass in operationalizing culture through L&D.You’ll learn:– Why coaching must happen daily—not just when something goes wrong– How to reframe accountability as clarity, not punishment– What it really takes to empower leaders without relying on org charts– The mindset shift every L&D leader eventually has to make

What does it take to build a high-performance learning culture in a fast-paced, distributed workforce?In this episode, David is joined by Katie Tonda, Senior Director of Talent & Development at Goosehead Insurance, who shares her playbook for making learning a daily habit, not just a checkbox. Katie unpacks how her team brings consistency, coaching, and clarity to over 50 locations—and why culture isn’t built in a classroom, but in conversations.They explore how L&D teams can create alignment without micromanaging, empower field leaders to lead training, and weave development into the fabric of frontline performance.Join us as we discuss:– How to lead with clarity when everything around you is chaotic– What it means to integrate learning into daily operations (not just the LMS)– The power of coaching conversations as learning moments– Why field leaders are the key to scaling meaningful development

How do you deliver consistent, high-impact training across dozens of franchise locations—when your workforce is young, mobile, and constantly rotating?In this episode, David sits down with Gina Elliott, Sr. Director of Franchise Operations at Altitude Trampoline Parks, to discuss how she led a full digital learning transformation across more than 90 locations. From ditching PDFs to rolling out a mobile-first LMS, Gina shares what it really takes to get franchisees and hourly employees engaged in training—and how to blend compliance with real-world readiness.Whether it’s building muscle memory for safety scenarios or hitting the “sweet spot” between digital and on-the-job learning, Gina offers a playbook for designing scalable, practical frontline learning experiences that stick.Join us as we discuss:– Going from paper to platform in a fast-paced franchise environment– The power of scenario-based training to prepare for real-life issues– How to make training efficient without sacrificing depth– Why the shift to mobile-first learning is a game-changer for Gen Z employees

What happens when inclusion becomes controversial—and how do learning leaders respond?In this episode, David sits down with Geoffrey Roche, a nationally recognized voice on workforce equity and belonging, to unpack the current political and cultural climate around DEI. Together, they explore how companies are adapting (or retreating), the human cost of policy changes, and the urgent role Learning & Development must play in safeguarding workplace culture.Geoffrey shares firsthand insight from his work in healthcare and education, including how organizations are reframing DEI through new language, new strategies, and grassroots action. At the core of this conversation is a challenge to L&D leaders: show up, speak up, and never lose sight of the people behind the programs.Join us as we discuss:– Why belonging can’t be a line item—it has to be a leadership mindset– The real-life impact of policy rollbacks on marginalized workers– How to reframe equity work without watering it down– What L&D teams can do to protect culture and promote inclusion amid uncertainty

What does it take to design impactful learning for the people doing the most essential work?In this episode, David welcomes Dani Johnson, Co-Founder and Principal Analyst at RedThread Research, to unpack the findings of her latest report: Developing Frontline Workers: Focus Where It Counts. Together, they explore why so many companies are misaligned when it comes to supporting deskless workers—and how L&D leaders can shift from check-the-box compliance to strategic enablement. Dani breaks down a three-part framework for frontline development (license to operate, current performance, future readiness) and shares how the most effective teams are getting laser-focused on outcomes that matter to the business.Join us as we discuss:– Why frontline workers still aren’t getting the development they need– How “being a detective” helps L&D teams identify skill gaps and solve real business problems– The case for reducing compliance bloat and running leaner, smarter learning ops– What it really means to measure what the business measures

What does it really mean to run L&D like a business—and is that even the right goal?In this episode, David sits down with Ryan Austin, CEO of Cognota, to challenge the clichés and dig into what it actually takes to make Learning & Development a strategic partner. From shifting governance models to aligning with real business outcomes, Ryan shares how L&D can evolve from a support function to a source of measurable impact.They also explore how AI is reshaping operations, the pitfalls of over-indexing on metrics like completion rates, and why chasing ROI might be missing the point.Join us as we discuss:– Why “run L&D like a business” needs a serious rethink– The difference between being a partner vs. an internal service provider– How L&D leaders can earn their seat at the table through alignment and access to data– The smart way to integrate AI in learning ops without scaling bad habits

What happens when a seasoned academic steps into the world of corporate training?In this episode, we’re joined by Silvi Mercier, Strategic Training Manager at Fluke Europe, as she discusses the cultural and structural differences between academic and corporate learning environments, and how she’s had success in both. Drawing from her experience across classrooms and corporations, Silvi explores the transferable skills trainers bring from education into L&D, the challenge of measuring training impact—especially with external audiences—and the role of feedback loops and AI in optimizing learning outcomes.Join us as we discuss:The three skills that overlap from academia to corporate trainingLeaning on customer verbatims, and using AI to parse and leverage themWhy L&D should take a page out of Marketing’s playbook

In this episode, we sit down with Melony Johnson as she takes us on her incredible journey from the classroom to becoming a strategic leader in Learning and Development at at a global IT organization. She shares her insights on how L&D can evolve into a key business partner, driving success across the organization. Melony dives into the importance of aligning learning with business strategy, creating impactful learning experiences, and the essential roles of leadership development and succession planning. If you’re looking to elevate L&D within your company and build a future-ready workforce, this conversation is packed with valuable insights. Join us as we discuss: How to align L&D with business strategy to drive organizational growthCreating synergy between performance and learning to boost engagementDemocratizing leadership development to uncover hidden talent and build a future-ready workforce

Training in the restaurant industry isn’t just about teaching new skills—it’s about creating a culture of growth and retention. In this episode, David chats with Kailey Skinner and Aku Patel from Biscuitville to explore how their innovative training program is reshaping the way employees are developed and promoted. From reducing workplace injuries to increasing guest satisfaction, their strategic use of technology and internal promotions has made a huge impact. We discover how their bold approach is setting a new standard for the industry—and how you can apply these lessons to your own business.Join us as we discuss:The role of technology in transforming training programsHow internal promotions lead to better employee retentionStrategies to improve food safety and reduce workplace incidentsThe future of training at Biscuit Ville and beyond

Most LMS implementations fail to meet expectations, but Akamai found a way to succeed. In this episode, we’re joined by DJ Jaeger, Senior Team Manager for Global Technical Training at Akamai Technologies, as she reveals the exact strategy that helped them scale their learning platform without the usual chaos.Discover the secrets behind selecting, implementing, and scaling an LMS that drives real impact. DJ dives deep into Akamai’s 'crawl, walk, run' methodology, a strategic approach that allowed them to gradually expand their platform over the past four years. She shares key challenges faced along the way—from technical integrations to stakeholder buy-in—and explains how her team future-proofed the LMS to stay ahead of evolving business needs.Join us as we discuss:Choosing an LMS that aligns with business goalsNavigating technology integrations and IT collaborationEngaging stakeholders across sales, IT, and training teamsTurning skeptics into LMS advocatesBuilding a scalable learning ecosystem that evolves with the company