Frontline Innovators

frontlineinnovators

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.

  1. Happy Technicians Make Happy Customers: How to Actually Get There - #140 - David Bishop

    15h ago

    Happy Technicians Make Happy Customers: How to Actually Get There - #140 - David Bishop

    Episode Summary What happens when you deploy new technology that works great for your leadership team but actively makes life harder for the people using it every day? According to David Bishop, the answer is attrition, and it costs more than most service leaders realize. In this episode, Justin Lake sits down with David Bishop, Managing Partner at Twin Bishop Strategies, LLC., to talk about the real cost of poor frontline technology adoption in the HVAC service industry. David brings more than 45 years of industry experience, including time as a general management executive at an OEM where he built high-performance service teams before co-founding Twin Bishop Strategies with his twin brother. The conversation covers what attrition actually costs in dollars, why technicians will voluntarily take a pay cut to escape job stress, and the specific practices David uses to close the gap between a technology deployment that looks good on a dashboard and one that actually serves the people doing the work. Key Topics The true cost of losing a technician, well beyond the recruiting fee Why technicians will take a pay cut just to escape the stress The “field council” model: letting technicians shape the tech before go-live Why people learn new tools the way they pitch a tent, not by reading the manual The confidence gap new technology creates, and when to measure it What a struggling technician does to customer trust on the job site Governance: the missing piece for trusting AI tools in the field Why a sound problem statement has to come before any solution Episode Chapters 00:00  Introduction to Twin Bishop Strategies 02:11  Consequences of Poor Technology Adoption 04:57  Understanding Attrition in the HVAC Industry 10:02  A Day in the Life of a Technician 12:51  Overcoming Resistance to Technology 16:03  Building Confidence in Technicians 20:49  Measuring Confidence and Competence 23:31  The Impact of Technician Satisfaction on Customers 24:06  Empowering Technicians for Success 27:45  Scaling Employee Engagement and Feedback 30:23  Innovative Approaches to Employee Satisfaction 33:30  Bridging Learning Gaps in Service Industries 36:48  Navigating AI and Technology in the Field 39:37  The Future of Work: People, Process, and Technology 42:11  Understanding and Solving Real Problems About David Bishop David Bishop is Managing Partner at Twin Bishop Strategies, LLC., a consulting firm he co-founded with his twin brother after both retired from executive roles in the HVAC and building automation industry. David spent more than 45 years in the field, including time as a general management executive at an OEM where he focused on building high-performance service teams, improving customer satisfaction, and driving operational results. Twin Bishop Strategies takes a problem-first approach: they go in to find the pain point, and if there isn’t one, they move on. The company name comes from the chess piece (strategic, decisive, and careful about the moves it makes) and from the brothers’ shared surname. Resources Twin Bishop Strategies: https://twinbishopstrategies.com Connect with David Bishop on LinkedIn: https://www.linkedin.com/in/david-bishop-12136913/ Frontline Innovators Podcast: https://skyllful.com/podcast

    51 min
  2. Your Help Desk Knows Something Your CIO Doesn't - Episode #139 - Leza Isadora

    Jun 10

    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/

    51 min
  3. You Don't Lose Your Worst People, You Lose Your Best - #138 - Kapil Dua

    Jun 3

    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

    1h 2m
  4. Built to Problem-Solve, Wired to Workaround - #137 - Maria Feay

    May 27

    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

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

    May 20

    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/

    1h 9m
  6. Before the Tech Stack, There's a People Stack - Episode #135 - Julie Whitten

    May 13

    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/

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

    May 6

    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

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

    Apr 22

    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/

    50 min
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About

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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  • Creator
    frontlineinnovators
  • Years Active
    2021 - 2026
  • Episodes
    137
  • Rating
    Clean
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    © Copyright 2025 All rights reserved.
  • Show Website
    Frontline Innovators