Frontline Innovators

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137

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Jun 2026

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About the show

This is Frontline Innovators. Host Justin Lake speaks with experts who are leading the way and driving digital transformation to the frontlines. We explore how to overcome challenges and achieve success when we empower our essential workers. This podcast is sponsored by Skyllful, on a mission to help frontline workers learn and use the technology needed to succeed in their jobs.

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June 10, 2026Episode 13950 min

Your Help Desk Knows Something Your CIO Doesn't - Episode #139 - Leza Isadora

Episode summary Host Justin Lake sits down with Leza Isadora, Organizational Change Manager at Puget Sound Energy, who brings more than a decade of experience guiding digital transformations across healthcare, entertainment, government, nonprofit, and energy. Leza makes the case that frontline rollouts rarely fail because of the technology. They fail because leaders move fast on change and rarely stop to see it through the workforce's eyes. Justin and Leza dig into the operational consequences of broken trust, the metrics that translate "warm fuzzy people issues" into the language leadership actually responds to, and the practical mechanics of building support that lasts past go-live. Along the way, Leza shares a true story about a help desk turnover spiral, why 30-60-90 day follow-up plans matter, how to reach frontline workers who never read email, and why a willingness to pause an initiative is often the most strategic move a change leader can make. Key topics covered The operational fallout when frontline workers lose trust in a rollout: workarounds, call-outs, turnover, and erosion of legacy knowledge Connecting change strategy to the metrics leadership cares about, like trouble-ticket volume, time-to-resolution, and turnover rates Building a super user network that draws on early adopters across departments, not just the technically adept Recognizing change champions in ways that stick (callouts, gift cards, and the underrated currency of extra time off) Why personalization at scale starts with surveying past initiatives and reading the data already sitting in HR and engagement dashboards Replacing the project mindset with a sustained model: 30-60-90 day follow-up, hyper-care handoff, and ongoing support Closing the communication gap with field workers who do not read email, do not attend town halls, and do not pick up the phone Why "people don't resist change, they resist being changed" reframes how leaders ask for buy-in Two pieces of advice for change leaders running large-scale technology deployments: always have the conversation, and never be afraid to take a pause About Leza Leza Isadora is an Organizational Change Manager at Puget Sound Energy. She has spent more than ten years supporting digital transformations across healthcare, entertainment, government, nonprofit, and energy sectors, with a current focus on frontline workers navigating wave after wave of new technology. Her background in strategic communications and branding shapes a change approach grounded in trust, transparent dialogue, and respect for the field employees who actually carry the work. Resources & Links Frontline Innovators Podcast: https://skyllful.com/podcast Ginger Luttrell's Super User Revolution: https://sapinsight.myshopify.com/collections/frontpage/products/super-user-revolution-pre-sale Connect with Leza on LinkedIn: https://www.linkedin.com/in/lezaisadora/

June 3, 2026Episode 1381 hr 1 min

You Don't Lose Your Worst People, You Lose Your Best - #138 - Kapil Dua

Summary When a rollout lands badly on the frontline, the cost isn't just lost productivity. It's the people who quietly start looking elsewhere. And it's rarely the people you'd guess. In this episode, Justin talks with Kapil Dua, Associate Director of Change Management and Issues Management at a Fortune 100 company, who has spent over a decade leading large-scale SaaS implementations, including current rollouts impacting more than 20,000 stakeholders. Kapil makes the case that the real downside of a poor change isn't the immediate friction, it's the slow erosion of trust that follows: your strongest performers have options, and when they decide a workplace has a "taxed relationship" with change, they leave. From there, the conversation moves into what actually works at scale. Kapil walks through why he chases down cynics instead of avoiding them, why most change communications fail at the language layer (not the strategy layer), and why the best implementations he's been part of were the ones nobody talked about afterward. He also shares the "two wolves" story, his "right things, for the right reasons, in the right ways" rule, and a memorable line about why ignoring how something feels for the user is like designing toilet paper out of sandpaper, it gets the job done, but it hurts. If you're rolling out anything that touches the frontline this year, this one is worth your time. Key Topics Why the biggest cost of a failed rollout is the best people you didn't realize you were losing The case for being honest when a change will mean more work, not less How to convert cynics into your strongest change champions The "two wolves" story, and why change always feeds the dark wolf first Communication design: writing every message to be misread, not just understood Working through layers of stakeholders when one-on-one isn't possible at 20,000 people Why a great change isn't celebrated, it's seamless The 10:1 ratio: it takes ten good experiences to erase one bad one "How will it feel?" as the question most rollouts skip Chapters 00:00 Introduction to Change Management and Adoption 01:56 The Consequences of Poor Adoption 04:33 Measuring the Impact of Employee Satisfaction 07:32 Generational Perspectives on Work and Change 10:09 Balancing Macro and Microeconomic Perspectives 12:13 The Pressure of Public Companies 15:50 The Importance of Employee Experience 18:19 Aligning Associate Experience with Profitability 20:46 The Emotional Impact of Change 24:44 Filling the Gaps in Communication 25:32 Engaging Skeptics in Change Initiatives 29:40 The Reality of Change and Data Collection 31:32 The Importance of Honesty in Change Management 38:07 Navigating Change at Scale 46:58 Building a Change Network 57:50 The Human Element in Change Implementation Guest Bio Kapil Dua is Associate Director, Change Management and Issues Management at a Fortune 100 company, where he leads enterprise transformation focused on process alignment, operational excellence, and user adoption. With over a decade of experience driving large-scale SaaS implementations, including rollouts impacting more than 20,000 stakeholders, he brings a practical, people-first, data-driven perspective on leading change across complex organizations. Resources Frontline Innovators Podcast Kapil Dua on LinkedIn Skyllful - Frontline Enablement Platform

May 27, 2026Episode 13759 min

Built to Problem-Solve, Wired to Workaround - #137 - Maria Feay

Summary When frontline technology misses the mark, workers don't fail. They adapt. But those workarounds come at a cost. In this episode, Justin talks with Maria Feay, a healthcare operations executive with over 30 years of experience spanning operations, quality, data analytics, and customer experience. Maria unpacks the real operational fallout of poor technology adoption: the widening gap between strategy and execution, the dangers of "everyone owns it, so no one owns it," and what it actually takes to move from compliance to true accountability. They also dig into the often-overlooked power of quality roles inside operations, why workforce enablement looks fundamentally different from traditional training, and how tools like speech analytics and AI are helping organizations surface risk before it becomes a crisis. If your org keeps running the same project plan and getting the same results, this one is for you. Key Topics Why poor frontline tech adoption creates an invisible rift between strategy and execution How to measure the real cost of an adoption gap and why metrics are the key to making the business case The role of accountability and "trust but verify" in driving meaningful change Where quality functions belong inside an organization (and why it matters) Workforce enablement vs. traditional training: a fundamental shift in perspective Leveraging AI and speech analytics to get ahead of customer risk How transparency in change management changes outcomes Chapters 00:00 Introduction to Frontline Innovators and Guest Background 02:37 Operational Consequences of Poor Frontline Technology Adoption 05:29 Measuring the Impact of Technology Gaps 08:03 Quality Roles in Operations 10:21 The Importance of Quality in Healthcare 12:00 Investment Justification for Quality Roles 14:19 Healthcare Metrics and Customer Experience 16:18 Complexities of Healthcare Customer Experience 18:46 The Role of Empathy in Healthcare 22:04 Technology's Impact on Patient Interaction 28:09 Balancing Technology and Human Interaction 31:03 The Ease of DIY in Healthcare 32:19 Training vs. Enablement: A Shift in Perspective 35:18 Workforce Enablement: Beyond Traditional Training 39:08 The Knowledge Base Dilemma 43:52 Dynamic Enablement: Personalizing Learning 47:27 The Role of Accountability in Training 51:20 Transparency in Change Management 57:34 Final Thoughts on Frontline Adoption Resources Frontline Innovators Podcast: https://skyllful.com/podcast Maria Feay on LinkedIn: https://linkedin.com/in/mariafeay Skyllful: https://skyllful.com

May 20, 2026Episode 1361 hr 8 min

Both Sides of the Warehouse Floor: A Buyer-Turned-Builder on Frontline Tech - Episode #136 - Keri Corbin

Summary In this episode, Keri Corbin shares her extensive experience in enterprise transformation, focusing on frontline technology adoption, making a compelling business case for improvements, and sustaining change. She discusses real-world stories, the importance of planning, confidence, and continuous improvement in operational success. Key Topics Impact of poor frontline technology adoption on customer experience and revenue Making measurable business cases for technology investments The importance of planning, testing, and readiness in deployment The role of confidence and muscle memory in change management Strategies for continuous improvement and agile transformation Chapters 00:00 Introduction to Frontline Innovators Podcast 01:32 Impact of Poor Frontline Technology Adoption 03:47 Making the Business Case for Technology 08:21 Keri Corbin's Background and Experience 14:26 Understanding Readiness for Technology Rollouts 19:21 Identifying Potential Blind Spots in Processes 25:22 The Importance of Planning in Projects 30:45 Navigating Project Timelines and Delays 34:29 Navigating Difficult Conversations in Implementation 36:22 Empathy for Frontline Teams During Change 38:11 Understanding the Ripple Effects of Change 41:53 The Continuous Journey of Business Transformation 45:32 The Challenge of Readiness in Fast-Paced Environments 52:15 The Importance of Confidence in Adoption 01:00:18 Humanizing Digital Transformation Experiences 01:02:27 Building Comprehensive Solutions for Clients Resources Decision Point Technologies - https://decisionpointtech.com Supply Chain Management Best Practices (Book) - https://www.amazon.com/supply-chain-management-best-practices Keri Corbin LinkedIn - https://www.linkedin.com/in/keri-corbin/ Skyllful - https://www.skyllful.com/

May 13, 2026Episode 13550 min

Before the Tech Stack, There's a People Stack - Episode #135 - Julie Whitten

Summary In this episode, Justin Lake interviews Julie Whitten about the critical factors influencing frontline technology adoption, the human operating system behind change, and strategies to improve stakeholder engagement and trust. They explore practical approaches to accelerate adoption, the importance of trust, and how to effectively communicate with senior leaders. Key topics The People Stack framework and its layers Root causes of poor adoption and how to address them The importance of trust and clarity in change management Strategies for engaging senior leaders and frontline workers The role of readiness assessment and practice in successful implementation Chapters 00:00 Introduction to Change Management Challenges 02:08 Understanding the Consequences of Poor Adoption 06:00 The People Stack: Layers of Change 10:36 Trust as a Foundation for Change 11:02 Generational Perspectives on Trust 13:02 Personalizing Change in Large Organizations 17:06 Communicating Change to Senior Leaders 20:50 Assessing Readiness for Change 24:18 Implementing Effective Change Management Strategies 27:52 Prioritizing Change Management 31:19 The Importance of Early Change Strategy 34:04 Understanding Resistance and Adoption 37:39 Proactive vs Reactive Change Management 39:59 The People Stack: A New Approach to Change 44:11 Engaging with Clients for Successful Change 48:42 Connecting with Senior Stakeholders 49:42 Outro (Frontline Innovators) Final.mp4 Resources The People Stack by Julie Whitten - https://www.amazon.com/dp/B0H18SB1P1 Justin Lake on LinkedIn - https://www.linkedin.com/in/justinlake Julie Whitten on LinkedIn - https://www.linkedin.com/in/juliewhitten Skyllful - https://www.skyllful.com/

May 6, 2026Episode 13457 min

The People Side of AI: Trust, Governance, and Getting Adoption Right - Episode #134 - Nancy Green

Summary In this episode of Frontline Innovators, Nancy Green shares expert insights on AI governance, organizational change, and effective technology adoption strategies. Discover how trust, communication, and tailored engagement are key to successful AI implementation in large enterprises. Key topics - Difference between utilization and adoption of technology - Building trust during change initiatives - Effective communication strategies for large-scale change - Role of frontline leadership in AI implementation - Measuring trust and engagement at scale - Handling resistance and skepticism towards AI - Designing scalable training and enablement programs - The importance of governance and responsibility in AI projects Chapters 00:00 Introduction to AI Governance and Change Management 04:08 Utilization vs. Adoption of Technology 07:19 The Importance of Trust in Change Management 10:00 Building Trust Through Communication 11:53 Engaging Frontline Leadership 14:59 Identifying Change Champions 18:14 Understanding Resistance to Change 20:50 Addressing Anxiety Around Change 23:35 Honesty in Communication During Change 26:29 Incentives and Performance Metrics 28:23 Motivation and Technology Adoption 32:23 Personalization in Change Management 34:26 Supporting Technologically Reluctant Workers 36:20 Minimum Viable Proficiency in Training 37:56 Bite-Sized Learning and Agile Development 40:04 User Involvement in Development 45:06 Addressing AI Concerns and User Fears 48:48 Evolving Job Roles in the Age of AI 52:15 Human Judgment in AI Utilization 56:00 Governance and Responsibility in AI Projects Resources Gretchen Rubin's Four Tendencies - https://www.amazon.com/dp/B00K4X7Q4QAI Governance Frameworks - https://www.oecd.org/going-digital/ai/ai-governance/ Guest links LinkedIn - https://www.linkedin.com/in/nancygreen Website - https://nancygreen.com

April 22, 2026Episode 13350 min

The Rosy Picture of AI Adoption (And What Leaders Miss) - #133 - Wendy Vestevich

Summary In this insightful interview, Wendy Vestevich shares her expertise on AI adoption, change management, and the operational and reputational impacts of technology rollouts. Discover practical strategies for fostering human-centric AI integration and overcoming adoption challenges across organizational levels. Keywords AI adoption, change management, operational impact, organizational change, human-centric AI, technology rollout, frontline workers, leadership, AI challenges, digital transformation Key topics Operational consequences of AI adoption failure Reputational impact of technology rollouts Change management strategies for AI Frontline worker engagement and incentives Measuring AI adoption success Chapters 00:00 Introduction to AI Adoption Challenges 02:49 The Impact of Reputation on Technology Rollouts 05:44 Understanding User Perspectives on AI Technology 09:03 Differentiating Adoption Metrics for Leadership and Frontline Workers 11:51 Navigating Job Security Concerns in AI Adoption 14:54 Measuring AI Adoption Success Across Different Roles 17:58 The Shift in Roles and Responsibilities with AI 20:54 Coping with Change: The Human Element in AI Integration 24:09 Reframing AI as a Tool for Empowerment 27:05 The Future of Work in an AI-Driven World 28:31 Rethinking Outcomes in the Age of AI 29:49 The Role of Humans: From Creators to Curators 31:24 AI's Impact on Frontline Workers 34:43 Challenges in Implementing AI in Field Service 38:21 User Experience in the Era of AI 40:57 The Human Element in Customer Service 46:32 Advice for Successful AI Adoption Wendy Vestevich LinkedIn - https://www.linkedin.com/in/wendyvestevich/

April 8, 2026Episode 13244 min

The Last Frontier: Physical AI and the Future of Industrial Work - Episode #132 - Andrea Hine

Summary In this episode of the Frontline Innovators podcast, host Justin Lake speaks with Andrea Hine, a connected worker product owner in industrial technology. They discuss the significant consequences of poor technology adoption in frontline operations, the importance of device ownership, and the transformative potential of AI for frontline workers. Andrea shares her insights on the need for empathy in business, the challenges of implementing AI in industrial settings, and the exciting future of physical AI applications that can enhance safety and efficiency in the field. Takeaways - Poor frontline technology adoption leads to significant operational risks. - Empathy for frontline workers is crucial for business success. - Device ownership enhances emotional investment and technology adoption. - AI tools are finally becoming accessible for frontline workers. - Cultural resistance to AI can hinder innovation in organizations. - Physical AI can improve safety and efficiency in industrial settings. - The skilled workforce is shrinking, making technology adoption urgent. - Companies must prepare for AI by establishing connectivity and data strategies. - AI should be integrated thoughtfully to mitigate risks. - The future of work will require skilled practitioners to adapt to new technologies. Chapters 00:00 Introduction to Frontline Innovation 02:05 Consequences of Poor Technology Adoption 05:34 The Importance of Device Ownership 12:44 Rethinking Frontline Needs and AI 13:11 AI's Impact on Frontline Workers 20:12 The Risk of AI in Industrial Settings 22:02 The Future of Physical AI 40:56 Preparing for the Future of AI Watch on YouTube: https://youtu.be/1gt7ISvFbUM Check out Skyllful: https://www.skyllful.com/ Connect with Andrea: https://www.linkedin.com/in/andrea-hine-45884928/

March 25, 2026Episode 13153 min

Building a Culture of Adaptability - Episode #131 - Marin Richeson

Summary: In this episode, Marin Richeson delves into the intricacies of organizational change, emphasizing the importance of a human-centered approach. She explores how understanding the psychology of change and fostering a culture of adaptability can lead to successful transformations. Through real-world examples, Marin highlights the significance of engaging early adopters, managing resistance, and leveraging feedback to build trust and cultivate a culture open to continuous change. Themes: The operational impact of poor frontline adoption The importance of fostering a human-centered approach to change Strategies for engaging early adopters and managing resistance How organizational culture influences transformation success Effective communication and feedback loops in large-scale change Incentivizing change: recognition, gamification, and tailored incentives Building trust and cultivating a culture open to continuous change Lessons learned from real-world examples, including the role of identity in adoption The value of iterative feedback and treating failure as part of progress Timestamps: 00:53 - Introduction to Marin Richeson and her approach to human-centered transformation 01:57 - The business consequences of poor frontline change adoption 02:21 - Importance of ROI in digital transformation initiatives 03:50 - Challenges in user adoption for major projects and their business impacts 04:48 - The psychological barriers to change and how identity influences resistance 05:12 - Strategies to shift worker identity and enhance adoption 06:44 - The necessity of asking for clear success criteria from users 07:13 - Approaches to scale conversations with large populations 08:28 - Focusing on early adopters and the role of social proof 09:21 - Naming and framing the early adopters within change initiatives 10:03 - The potential value and resistance insights from diverse team members 10:53 - Handling resistance and the importance of inclusive feedback 12:30 - Communicating at scale and strategies for effective outreach 13:36 - The iterative process of feedback collection and reflection 1 5:41 - Typical percentage of early adopters in large organizations 16:06 - Characteristics of early adopters beyond tech savviness 17:33 - Surprising examples of tech adoption among different age groups 19:20 - The impact of identity and past experience on resistance 20:50 - The deeper role of empathy and cultural understanding in change 22:28 - Cultivating a culture of openness through co-creation 24:34 - The ongoing role of early adopters in leading change 25:56 - Recognizing change champions and incentivizing participation 36:27 - Balancing diverse motivational drivers for adoption 37:46 - Personal reflections on motivation, including childhood influences 40:23 - The importance of trust and psychology in digital transformation 41:54 - The risks of rushing change and managing expectations 44:14 - Framing feedback requests to avoid misunderstandings 45:29 - The challenge of asking for success criteria when users may not have clear answers 50:21 - The philosophy of progress over perfection and human authenticity in change 51:23 - Building a culture of co-created change through understanding 52:20 - Final thoughts and Marin’s role as a podcast host and change leader Watch: https://youtu.be/Je6C4kkkMR8 The Four Tendencies by Gretchen Rubin: https://gretchenrubin.com/four-tendencies/ Check out Skyllful: https://www.skyllful.com/

March 11, 2026Episode 13058 min

Navigating Change Management: Strategies for Success - Leslie Downing

Summary In this episode of the Frontline Innovators Podcast, host Justin Lake speaks with change management consultant Leslie Downing about the critical role of human factors in technology adoption. They discuss the importance of engaging frontline workers, the challenges of communicating change, and the need for effective leadership in managing transitions. Leslie shares insights on measuring behavior change, the impact of AI on the workforce, and strategies for fostering a culture of acceptance and adaptability in organizations. Takeaways The success of technology adoption heavily relies on people actively engaging with it. Change management often overlooks the human element, focusing too much on technology. Effective communication with leadership is crucial for successful change initiatives. Middle managers play a vital role in facilitating change at the frontline. Behavior change is essential for successful technology adoption and requires measurement. AI can be a tool for empowerment, not a threat to jobs. Setting realistic timelines for change is important for managing expectations. Recognizing and rewarding positive behaviors can drive cultural change. Proactive communication can alleviate fears associated with technology changes. Understanding what 'good' looks like helps in setting measurable goals for change. Chapters 00:00 Introduction to Change Management and Technology Adoption 05:43 The Human Element in Change Management 10:07 Positioning Change Management as a Strategic Resource 19:26 Understanding Role Clarity and Its Impact 23:28 Behavior Change and Measuring Success 29:49 Measuring Cultural Change in Organizations 45:12 Navigating the Impact of AI on Workforce Dynamics Watch: https://youtu.be/xvupv_WUl-Y Read the recap: https://www.skyllful.com/en/blog/navigating-change-management-strategies-for-success