Frontline Innovators

In this episode, host Justin Lake sits down with Heather Brizzi, IT Director of Generative AI Initiatives at a Wholesale Building Materials company.
 
Heather shares her insights on the transformative power of AI and its impact on both frontline and knowledge worker roles. With a career dedicated to integrating technology with process enablement, Heather's expertise provides valuable perspectives on the evolving landscape of work.
 
"So whether it's software technology, whether it's automation technology, this is where, you know, for me, we have the opportunity to be able to meet people right where they are and identify 'How do we get better at the way that we work?'"
 
Key Points to Listen For:
AI and Job Transformation: Heather discusses the impact of technology on job roles, emphasizing that the way we work today will not be the way we work tomorrow due to advancements in AI and robotics.
Collaboration and Innovation: Heather highlights the importance of collaboration in solving problems and driving innovation, even across different industries and job roles.
Human and AI Coexistence: The conversation delves into how humans and AI can coexist, with technology serving people rather than replacing them. Heather introduces the concept of "cobots," which work alongside humans to enhance productivity.
Overcoming Resistance to Change: Heather addresses the resistance and fear that workers often feel towards technological advancements, and how understanding and upskilling can mitigate these concerns.
Future Skills and Workforce: Heather talks about the skills that will remain crucial in the future workforce and the importance of continuous learning and adaptation to stay relevant in a rapidly changing technological landscape.
 
Tune in to this enlightening episode to gain a deeper understanding of how AI is shaping the future of work and what it means for both frontline and knowledge workers.
 
LinkedIn: https://www.linkedin.com/in/heather-brizzi/
Youtube - https://youtu.be/GACHs9CeZjM
Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com

This week we have Justin Eubanks, Learning & Development Manager at Great Day Improvements on the Frontline Innovators podcast with host Justin Lake.
Justin is a developmental strategist with extensive experience using LEAN methodologies to engage, attract, and retain the frontline workforce in a variety of ways at Great Day Improvements. 
 Quote: "I asked them how, how do you measure culture and how do you measure learning? You know and the answer I got was, it takes years to collect that data and you can't engage in something like this and expect six months from now everyone to be highly engaged, highly motivated, and want to stay here. 
That's not how that works. What we have noticed is that the engagement has gone up and the more people that know about it, then the more people want to talk about it, engage, and ask questions." 
Key Takeaways:➖ Aligning change management throughout the company is key
➖ Let the frontline know that change is not a threat - it is a motivational factor for you to excel
➖ Creating change agents on the frontline is beneficial to increase engagement and adoption
➖ You need to have a people-first mentality and culture
➖ You have to have continuous learning for manufacturing environments to succeed
 
LinkedIn: https://www.linkedin.com/in/justineubanks/
Company Website: https://greatdayimprovements.com/
 Here's other ways you can listen:Amazon Music -  https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast -  https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify -  https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher -  https://www.stitcher.com/show/frontline-innovators
Google Play -  https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/yXGQO7jJVuk
 Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com
 

This week on the Frontline Innovators host Justin Lake speaks with Jerry Ryan, Senior Solution Principal at Dell Technologies.
Jerry has over thirty-five years of information technology, management, and overall business experience including IT Management, IT Project/Program/End User experience primarily around Microsoft Technologies. He is currently responsible for services pre-sales activities to DoD entities including the U.S. Air Force and Navy.
 Quote: "How are you doing things now? How are you deploying? How are you getting applications to people? How are you training them? And then we go, OK, in the middle is the transformative piece.So this is how we're going to transform everything. Oh, and here's the "to be". 
Here's what it's going to look like when we're done, and here's how you're going to save money by transforming everything from the way you're doing it here to the way you're doing it.
And when you can show that to a customer, that usually gets them pretty well motivated." 
Key Takeaways:➖ It's important to put together a smart lifecycle plan for your frontline 
➖ Training your frontline has to be at the forefront in choosing the right device
➖ The more times you touch an asset as you're deploying it, there's more room for error 
➖ It's vital to understand how long it takes to procure devices for your frontline and how quickly they can get their essential apps 
➖ There are user experience implications when software is not up-to-date for the frontline
 
LinkedIn: https://www.linkedin.com/in/jerry-ryan-8587042/
Company Website: http://www.delltechnologies.com/
 Here's other ways you can listen:Amazon Music -  https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast -  https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify -  https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
titcher -  https://www.stitcher.com/show/frontline-innovators
Google Play -  https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/Bsir8NKBqtI
 
 Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com
 

This week on the Frontline Innovators we're speaking with Don Jacobson, IT Business Partner for Innovation @ City of Las Vegas
Don brings 23 years of experience in municipal government with enterprise-wide initiatives, and he supports the city's many initiatives to become a model Smart City as well as the visioning for its Innovation District and associated programs and projects.
 Quote: "A key factor in digital adoption is understanding the benefits to every party whether it be the public, the citizen, the resident, the tourist, the business owner or internally whether you're executive or you're the person that's out in the field. Everybody needs to understand and appreciate the benefits. Reception is better if workers know how adopting technology will help them be more successful at their job." 
Key Takeaways:
➖ Lack of recognition creates added stress for the frontline 
➖ Anytime an organization grows, there's going to be potential for breakdown in communication
➖ Your frontline needs to know that their actions are contributing to a better community/public
➖ Technology ambassadors will help shift your organization's culture for the better 
➖ You need to give your frontline ample practice to adopt their new technology
 
LinkedIn: https://www.linkedin.com/in/don-jacobson-6050ab9/
Company Website: https://www.lasvegasnevada.gov/
 
 Here's other ways you can listen:Amazon Music -  https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast -  https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify -  https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher -  https://www.stitcher.com/show/frontline-innovators
Google Play -  https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/JmG8rnpCsxk
 Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com

This week on the Frontline Innovators we welcome Julie Whitten, Sr. Director Change Management Strategy @ Sodexo. Julie has more than 25 years of experience in change leadership, marketing, and communications.
 
Julie is an empathetic leader who serves as an advisor to senior leaders and is a resourceful and creative problem-solver who drives business results with her strategic planning, organizational change management, and communications expertise.
 
Quote: "Maybe it's something that's coming down globally, maybe it's a structural reorganization type of change, You know that we kind of have to catch, receive and move forward with and we try to do that, you know, in the best way that we can with the people in mind. But most times, you know, whether it's a process change or a technology change, we have the opportunity to co-create that change together."
 
Key Takeaways:
➖ Everyone on the frontline has a different perspective
➖ At the end of the day - the frontline just wants to be included
➖ We often underestimate the amount of socialization needed for a change to go well
➖ You need to love your resistors, listen, understand, and validate
➖ We all go through an emotional journey around change
 
LinkedIn: https://www.linkedin.com/in/juliewhitten/
Company Website: https://www.sodexo.com/en
 
Here's other ways you can listen:
Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher - https://www.stitcher.com/show/frontline-innovators
Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/vuF5cF9By_I
 
Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com
 

This week on the Frontline Innovators we have Nea Christensen, Director IT @ ProAmpac | PMP, Process Improvement.
 
Nea has over 10 years of experience in providing executive-level information systems and technology leadership, leading innovative strategies and solutions-driven teams that drive business performance and efficiencies.
 
Nea oversees a portfolio of projects valued at $1.5 million and manages the PMO, Policy, and Documentation functions for the IT department.
 
 
 
Quote: "So one of the things that we do in continuous improvement is called 5 whys. And with it you go through and you say what problem that you have and then you say, well, why is that a problem? And then you answer it and you say, well, why is that a problem? And you want to keep kind of pushing to the point of actually finding what the problem is that everybody like, yes, that that's the problem. And then once you have that problem, you want to decide what to do with it."
 
 
Key Takeaways:
➖ You can have all the plans in the world, but you still need the humans to do them
➖ Let's solve the problem that we have at hand that we all agree is a problem
➖ Ranking problems helps to give objectivity and see the bigger picture
➖ Gaining trust from other departments will help the rollout be successful
 
 
LinkedIn:  https://www.linkedin.com/in/nea-christensen-56130028/
Company Website: https://www.proampac.com/en-us/
 
Here's other ways you can listen:
Amazon Music -  https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast -  https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify -  https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher -  https://www.stitcher.com/show/frontline-innovators
Google Play -  https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/XRyHrHPoin4
 
Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com

This week on the Frontline Innovators we have Bill Padula, Executive VP of Strategic Consulting @ Evora IT Solutions. 
 
Bill brings over two decades of experience and a wealth of knowledge varying from enterprise mobility, to consulting large-scale IT deployment initiatives. We're excited to dig into his knowledge!
 
 
Quote: "To me the biggest challenge facing the workforce is that the providers and the the implementers don't always fully appreciate or understand the environment that the frontline works in or the mentality of the worker. The frontline's focus is on installing equipment, repairing the broken machine, putting a pipe in the grounds, whatever it is they're wrench turning work.
The mobile application that they use is just a tool that they have to have to do their job. But they don't really understand the technology behind it. They don't want to understand the technology. It's not that they can't, it's just their focus is on doing the job that they're going out to do and the app, device, and technology is really secondary."
 
 
Key Takeaways:
➖ A lot of the providers — big players just seem to not understand the frontline
➖ Don't just design a pretty app for an award - you have to make sure it's practical and functional
➖ The most distributed worker often represents the majority of your user population
➖ No user in the world wants to have to figure out five different ways to do something in a workflow
➖ It's always best when users can train on their device
 
 
LinkedIn: https://www.linkedin.com/in/billpadula/
Company Website:  https://www.evorait.com/
 
Here's other ways you can listen:
Amazon Music -  https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast -  https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify -  https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher -  https://www.stitcher.com/show/frontline-innovators
Google Play -  https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/wzgovyDeXnU
 
Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com
 

This week on the Frontline Innovators we have a special guest from Alaska.🥶  Ally Dykes, PMP, is the Senior Manager, IT Programs at the largest telecommunications provider in Alaska, GCI.
 
Ally's expertise lies in monitoring and executing business operations programs while enacting transformational change to support emerging requirements and sustainable technology development.
 
 
Quote: "Every time a new piece of technology or device gets rolled out - that's learning. It's not just the corporate impact of what goes into the infrastructure to make it happen, but then the frontline people all of a sudden have to learn something new."
 
 
Key Takeaways:
➖ Analog process shouldn't be applied to a digital tool
➖ Don't get stuck in waterfall methodologies with your frontline
➖ Simulations help the frontline adopt technology sooner
➖ Most organizations went through two years of digital transformation in six months
➖ Remember that somewhere on the other end, there's a customer that's being affected by the outage of the service
 
 
LinkedIn:  https://www.linkedin.com/in/ally-dykes/
Company Website:  https://www.gci.com/
 
Here's other ways you can listen:
Amazon Music -  https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast -  https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify -  https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher -  https://www.stitcher.com/show/frontline-innovators
Google Play -  https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/7koQFIqF1E8
 
Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com

This week on the Frontline Innovators we have two guests! ✌
 
Jennifer Martindale is the Director of Organizational Change Management at J.R. Simplot Company. She helps people move forward through transformation management strategies that create buy-in, transition mindsets, change cultures, challenge assumptions, improve processes, and implement solutions that stick.
Stacy Gibbons is a clinical licensed mental health counselor who brings a great perspective on the people side of change and how to stay curious with their response.
 
Quote: "It's about preparing for change. If folks are not prepared for change, then you get to deal with the negative consequences. You don't get to opt out of that. You don't get to say, you know what, we are too busy."
 
Key Takeaways:
➖ One size fits all approach does not work for OCM
➖ Your leaders need to have the right tools to support the frontline
➖ Understand the change trigger the frontline is facing
➖ OCM is all about preparing folks for sustainable change
➖ Communicate to the frontline that the tech will improve their job not take it away
 
Jennifer's LinkedIn: https://www.linkedin.com/in/jennifer-martindale-45b7b88b/
Jennifer's Company Website: https://www.simplot.com/
Stacy's LinkedIn: https://www.linkedin.com/in/stacy-gibbons-44a422183/
 
Here's other ways you can listen:
Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher - https://www.stitcher.com/show/frontline-innovators
Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/ZIkTnrC9jsw
 
Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com/
 

This week on the Frontline Innovators we have a special guest who happens to be a Skyllful customer, Gary Brown, EAM Manager at Denbury, Inc.
Gary has a wealth of experience being on the frontline and now is on the operations side. Listen to Part 1 of the conversation here.
 Quote: "What's the most important asset at Denbury? I just wait for somebody to talk about that one big plant we got, or that highest-producing well and I'm just chomping at the bit - hoping they're going to say it. So, I can answer "the people." That's the bottom line." Key Takeaways:➖ Allow the frontline to learn without the consequences
➖ The end goal is for users to become proficient in the enterprise tech
➖ There's a big difference between using and adopting technology
➖ Communicate early and often about what changes are happening
➖ Don't roll out tech without a support infrastructure 
LinkedIn:  https://www.linkedin.com/in/gary-brown-860384a4/Company Website:  https://www.denbury.com/
 Here's other ways you can listen:Amazon Music -  https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORSApple Podcast -  https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402Spotify -  https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmySStitcher -  https://www.stitcher.com/show/frontline-innovatorsGoogle Play -  https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWwYoutube - https://youtu.be/LkLuFGYs79c Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com

This week on the Frontline Innovators we have a special guest who happens to be a Skyllful customer, Gary Brown, EAM Manager at Denbury, Inc.
Gary has a wealth of experience being on the frontline and now is on the operations side. Listen to Part 1 of the conversation and stay tuned for Part 2 next week. Quote: "Any way you can reduce the frontline's risk of feeling like they're going to get a bad grade, bad performance review, whatever you want to call it. When you reduce that risk, it empowers them to be a little more confident and be a little more adaptable to change." Key Takeaways:➖ Your training should take away the excuses➖ Your frontline leaders may be the ones that oppose the change most➖ Frontline tech is drastically different than regular tech - far more stress-inducing➖ Reduce the risk of fear and your frontline will feel empowered➖ Giving your frontline a place to practice without fear is understated LinkedIn:  https://www.linkedin.com/in/gary-brown-860384a4/Company Website:  https://www.denbury.com/
 Here's other ways you can listen:Amazon Music -  https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORSApple Podcast -  https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402Spotify -  https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmySStitcher -  https://www.stitcher.com/show/frontline-innovatorsGoogle Play -  https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWwYoutube -  https://youtu.be/iRj2pOgA3k4 Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com

Today's guest is a retired military pilot of 20 years turned change management professional - Sean McCarthy, Director, Change Management Lead at Takeda. 
Sean has realized that there are so many parallels between the change that happens in the military world versus the civilian world and thinks there is much more we can do to help the deskless workforce adopt the changes. 
 
Quote: "You can have the best technology in the world. If you can't use it as a community, as a business, let's face it, the military and that team together are using that technology to not just use it as one person, it's the whole community that's using it together to leverage and make everyone better. So, if you've got a frontline worker who's using the best technology but doesn't get how it's connected and everything else, then they're lost. They're not adding any additional value."
 
Here are a few key takeaways from the episode:
➖ Ask yourself: how can I use these technologies to be more productive, not just to gather more data?
➖ Usage is just getting people to log in, but adoption is actually integrating it into their workflows
➖ User Acceptance Testing is so valuable
➖ Understanding the gap between success and failure
 
LinkedIn: https://www.linkedin.com/in/sean-mccarthy-9515b53b/
Company Website: https://www.takeda.com/
 
Here's other ways you can listen:
Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher - https://www.stitcher.com/show/frontline-innovators
Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/IJdSRmWM11w
 
Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com

Today's guest has a passion for leading people, change management, and driving and evangelizing programs. Welcome Kayla Thorpe, Senior Manager of Professional Services at Softchoice. Throughout her career, she has demonstrated excellence in program and project management, technology implementations, employee experience, and end-user productivity.
 
Quote: "What I find when you're meeting with people is humans are humans, people are people. I can throw those numbers at people and sometimes they stick. Sometimes it resonates with folks. So I actually, instead of even bothering trying to quantify with data the value that adoption or change projects bring to any implementation or any change, whether it's technical or otherwise, rather than trying to give numbers and give data, I usually approach it from the human and the people perspective and I start to ask creative questions."
 
Here are a few nuggets of wisdom from her episode 🧠
➖ In order to anticipate where the stumbling blocks may be  along that path toward change, you have to be able to ask the right questions
➖ It's not enough to know what hardware the company has issued, you also have to know what hardware they're actually using whether is BYOD, etc.
➖ You've got to pull in the right people in the right times—And it can't just be IT, L&D, and HR 
➖ 85% of technology projects fail without the right tech adoption
➖ Aligning user adoption/change strategy into a customers existing problems makes it more meaningful
 
LinkedIn: https://www.linkedin.com/in/kaylathorpe/
Company Website: https://www.softchoice.com/
Here's other ways you can listen:
Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher - https://www.stitcher.com/show/frontline-innovators
Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/Ik3Jeo1dnWg
 
Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com

This week's guest is Dave Rozelle, Senior Manager Learning Development at Take 5 Oil Change. 
Dave brings many years of management and supervisory experience supported by decades of computer and communications technology experience. Dave has developed new software products and is a strategic thinker and team builder. 
 
Quote: "It's a primary goal of what I'm doing with like our employee feedback surveys, is not to make the frontline feel better or to solve every possible complaint, but establish a level of comfort that you're willing to speak up. If you don't speak up and express a concern, it will never be resolved and without that level of confidence in the company from the frontline, you're just shooting in the dark."
 
Key Takeaways:
➖ Give clarity to your frontline above all else
➖ Culture is not what you want it to be but, the sum of people that exist in the organization today
➖ Even though everything you're saying/doing from the top is in line, your reality at the front line is not the same
➖ You've got to be able to close the feedback loop and come full circle
➖ You need to be able to establish a level of comfort that your frontline is willing to speak up
 
LinkedIn: https://www.linkedin.com/in/daverozelle/
Company Website: https://www.take5.com/oil-change/
 
Here's other ways you can listen:
Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher - https://www.stitcher.com/show/frontline-innovators
Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/LZWm_hd6m8w
 
Find more episodes of Frontline Innovators at https://www.frontlineinnovators.com

This week's guest is Gail Norris, US Lead, SITRAIN Digital Industries Learning, Digital Industries Division at Siemens Industry
Gail is experienced in all aspects of customer and employee learning, performance management and optimizing organizational growth. She has extensive experience with tech support, consulting for contact centers, field service management, and meeting the needs of the frontline worker.
 
Quote: "I think if you focus on what does work, the biggest one to your point is communication. Making sure you've got that dialogue, making sure you've got the stakeholders engaged, and having an understanding of what the end goal is so that everybody can kind of revolve around the same thing."
 
Key Takeaways:
➖ Improve the employee experience and connect your people - and you'll retain and motivate them accordingly
➖ Appreciate and respect how different generations need support
➖ Make sure you have the stakeholders engaged and understanding the end goal
➖ We can't lose the human connection 
 
LinkedIn: https://www.linkedin.com/in/gailnorris/
Company Website: https://www.siemens.com/us/en.html
 
Here's other ways you can listen:
Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher - https://www.stitcher.com/show/frontline-innovators
Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/qRePunV31ns
 
Find more episodes of Frontline Innovators at www.frontlineinovators.com

This week's guest is Steve Mason, General Manager - Field Service Management at GPS Insight.
Steve has extensive experience with tech support, consulting for contact centers, field service management, and meeting the needs of the frontline worker.
 
Quote: "You can't achieve a good outcome unless you're creating a great positive environment for your employees because otherwise their frustration that 'they can't deliver good service' is picked up by the customer."
 
Key Takeaways:
➖ Dark data is an invaluable asset for field service management
➖ Community-based approach to aggregating knowledge from other workers is key to passing the knowledge to other technicians
➖ You can't achieve a good outcome unless you're creating a great positive environment
➖ You need to fix systemic problems faster to go out to site less
 
LinkedIn: https://www.linkedin.com/in/stevemason3/
Company Website: https://www.gpsinsight.com/
 
Here's other ways you can listen:
Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher - https://www.stitcher.com/show/frontline-innovators
Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/UMTC8VHVctA
 
Find more episodes of Frontline Innovators at www.frontlineinovators.com

This week's guest is Cori Chang, Organizational Change Management Sr. Manager at Unisys | Global OCM Team.
Cori has over 18 years of experience in helping organizations align strategy and improve performance, and she has expertise in developing and implementing effective Organizational Change Management strategies. She is skilled at working with all levels of management and staff to create innovative and sustainable solutions for the frontline.
 
Quote: "I think sometimes too, people don't feel like the automation's going to replace them and they'll lose their job. Sometimes that does happen, but I think the greater fear is that the automation is going to be so different that they won't have this capability to learn the new job well and that they'll just opt out and quit or they will, their fears, they'll get fired right, they won't be able to do the job."
 
Key Takeaways:
➖ Communicating to the frontline is not a cookie-cutter or one size fits all
➖ Leaders should empathize with the frontline worker's fears of automation
➖ Feedback loops are vital in communicating with the frontline
➖ OCM should not be brought in after a project fails - it should be included at the very beginning
 
LinkedIn: https://www.linkedin.com/in/cori-chang-80579233/
Company Website: https://www.unisys.com/
 
Here's other ways you can listen:
Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
Stitcher - https://www.stitcher.com/show/frontline-innovators
Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
Youtube - https://youtu.be/Z3MfOubLES8
 
Find more episodes of Frontline Innovators at www.frontlineinovators.com

We're excited to be back from our hiatus! This week's guest is Gyner Ozgul, President & Chief Operating Officer @ Smart Care Equipment Solutions. 
 
Gyner has a passion for building successful teams and creating positive experiences, He has achieved significant success and growth in my career over the past 25 years by empowering teams to succeed. He oversees a commercial kitchen services business with exceptional technicians and a support team that serves customers nationwide.
 
Quote: "Don't wait for a stable process to fail. Step back from it and say, 'Hey, what could that be? If I kind of injected some thought into it, how could I make that better? How could I improve the experience for a frontline worker if I just took that and maybe did it totally differently or it just improved that process?' because if you run the failure, now you're kind of picking up the pieces and it's already too late."
 
Key Takeaways:
➖ Don't assume that all frontline workforces want to engage tech positively
➖ Knowledge is a currency in the organization
➖ As you get further up in the organization - you must stay accessible to the frontline
➖ Put your team in an environment where they can grow financially and professionally
➖ Don't wait for failure to start something new
 
LinkedIn: https://www.linkedin.com/in/gynerozgul/
Company Website: https://smartcaresolutions.com/
 
Here's other ways you can listen:
Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORSApple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmySStitcher - https://www.stitcher.com/show/frontline-innovatorsGoogle Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWwYoutube - https://www.youtube.com/watch?v=eyXOpIQ6qmg
 
Find more episodes of Frontline Innovators at www.frontlineinovators.com

We're excited for this weeks guest - Carl Hefele, the Director of Field Services East @ Idemia. 
 
Carl has extensive experience with field service operations and leads a large team for oversight and leadership for the Eastern half of the United States Service Operations Division.
 
Quote: "When I work with these people, I'm trying to use all of the experiences and all the headaches of everything I had and all the frustrations, you know? And it's just that all the life experiences, you know, we got to figure out a better way to do this."
 
Key Takeaways:
➖ Use all of your experiences to help the frontline in a situation
➖ Let the field techs know why you're asking for the data
➖ Learn how to scale knowledge to the frontline
➖ Don't put in garbage data or you'll get garbage reporting
 
LinkedIn: https://www.linkedin.com/in/carlhefele/
Company Website: https://www.idemia.com/
 
Here's other ways you can listen:
Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORSApple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmySStitcher - https://www.stitcher.com/show/frontline-innovatorsGoogle Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWwYoutube - https://youtu.be/x9rxny7SbNo
 
Find more episodes of Frontline Innovators at www.frontlineinovators.com

Join us for our newest episode with Marie Elliston, Sr. Manager Commercial Sales Learning and Development @ WestRock Company. Marie is a learning and development strategist with 15 years of experience delivering enterprise-wide change and talent management initiatives within the performance and product fields.
 
Quote: "I'm a big proponent of giving people a play space, whether it's a sandbox, if it's ai, let the people get used to it in a safe environment, rather than just throwing 'em into production and being like, 'Hey, good luck.'"
 
Key Takeaways:
➖ Kinesthetic learners need time to fail and figure it out themselves
➖ Encourage a continuous improvement loop
➖ You need to pinpoint the issues and assign them
➖ Having a sandbox for them to fail in is invaluable
 
LinkedIn: https://www.linkedin.com/in/marie-e-4539bb186/
Company Website: https://www.westrock.com/
 
Here's other ways you can listen:
Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORSApple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmySStitcher - https://www.stitcher.com/show/frontline-innovatorsGoogle Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWwYoutube - https://youtu.be/HoMT0G3isNk
 
Find more episodes of Frontline Innovators at www.frontlineinovators.com