Frontline Innovators · 2026-06-03 · 1h 2m
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.
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