Frontline Innovators · 2026-05-27 · 59 min
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.
Stamina, Not Speed: Why Change Sticks - #142 - Steve Reiner86 / 100
You Can't Fix the Frontline From a Conference Room - #141 - Dan Cefaratti
Happy Technicians Make Happy Customers: How to Actually Get There - #140 - David Bishop
Your Help Desk Knows Something Your CIO Doesn't - Episode #139 - Leza Isadora
You Don't Lose Your Worst People, You Lose Your Best - #138 - Kapil Dua