The alchemy of success

Take lessons designed by experts, join our community of like-minded learners and get access to templates, worksheets, and playbooks to help you bring out the best in your frontline teams.

These masterclasses focus on the critical areas of frontline empowerment that are the most effective. Combined, they deliver a colossal impact* on your customer experience efforts:

* As found by the 2022 State of Frontline Study conducted by Metrigy in partnership with AskNicely

  • 133%

    Higher impact on customer satisfaction

  • 64%

    higher impact on revenue

  • 60%

    higher impact on employee efficiency

What past graduates have to say

“The Masterclass has given me the tools to guide the way. I LOVE the section on Setting Service Standards. Those on the frontlines should participate in its creation. I have requested our customer care and consultation team to help create our Service Standard Definition. ”

Sandra Ditski Director of Commercial Operations, SynergEyes

“It's given me a whole new perspective on what makes a business thrive: its people. And that is a lesson often learned too little, too late. Thank you Frontline Magic for giving me the tools to help our practice thrive and grow!”

Josh Benjamin Jay Human Resources Manager, HealthActions

“These masterclasses will equip you with very real and tangible strategies, tools and tactics that will immediately benefit your business and drive outstanding results with your service teams to make sure your customer experience is the best it can be.”

Charles Ryan Minton Best selling author, ex GM, Marriott Hotels

When you join these Masterclasses, you can expect to:

  • Learn the science behind truly empowering your frontline teams.

  • Acquire the necessary tools for maximizing return on your CX investments.

  • Develop a plan for deploying these new tools and processes in your businesses.

  • Network with other frontline leaders, share ideas and get help on your most difficult customer experience challenges.


  • Why should I enroll?

    Great question. Put simply, there are no other courses like this designed for leaders like you! You will gain the skills and understanding of why it is important to invest in the frontline and how to do it in a way that maximizes business impact. If you are open to exploring new ways of leading your frontline teams and you’re real advocate for making frontline work awesome, this program is right for you. And best of all - you will find fellow learners who believe in it as much as you do!

  • How do I get started?

    To enroll in any of the courses, just click any of the "Enroll for free" buttons, and select your preferred starting month. Each monthly cohort includes a live launch webinar and access to all four courses. You can then complete any/all of the courses at your own pace, but we always recommend joining us for the live webinar to ask any questions and meet your fellow learners!

  • How much do the courses cost?

    The courses are free for everyone! How amazing is that? So what are you waiting for? Let's get started with your learning journey now.

  • Do I have to complete all 4 courses or can I do just one of them?

    We highly recommend that you complete all 4 courses but that said we also understand if you want to focus on one area at a time. That's totally fine too. Pick the one that suits you the best, you will be rewarded with a separate certificate by the end of each course completion.

  • How much of a time commitment should I expect?

    The courses are designed to fit with your other commitments. Each course will take about 8 hours to complete and we suggest that you split it into a four-week period with two hours per week. But that is totally up to you. You will have a community of learners to support you on your journey, and of course, we’re here to answer any questions you have along the way.

  • Are there any mandatory sessions I have to attend?

    No, everything is online and at your own pace. But, we do highly recommend that you attend the live introduction seminar for each cohort. This will set you up for success and you will also get the chance to meet other people from different service industries embarking on the same learning journey as you.

  • Can I do these courses with my colleagues?

    Yes, you can. In fact, we think it's an awesome opportunity to learn together. It will also help you with some of the tasks along the way. Just share this page with them and get them to sign up too.

  • How were these courses developed?

    These courses have been carefully curated with experts in the fields of behavioural science, psychology and neuroscience. We have been working with educational experts, academics and highly experienced and knowledgeable customer service professionals so that the content we share and the exercises you are invited to complete are informative, practical and relevant.

  • What challenges will these courses help me overcome?

    By completing the courses you will:

    #1: Learn the science behind truly empowering your frontline teams

    #2: Acquire the necessary tools for maximizing return on your CX investments

    #3: Develop a plan for deploying these new tools and processes in your businesses right away.

    #4: Network with other frontline leaders, share ideas and get help on your most difficult customer experience challenges from your fellow learners.