SummaryWhen 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 TopicsWhy poor frontline tech adoption creates an invisible rift between strategy and executionHow to measure the real cost of an adoption gap and why metrics are the key to making the business caseThe role of accountability and "trust but verify" in driving meaningful changeWhere quality functions belong inside an organization (and why it matters)Workforce enablement vs. traditional training: a fundamental shift in perspectiveLeveraging AI and speech analytics to get ahead of customer riskHow transparency in change management changes outcomesChaptersResourcesFrontline Innovators Podcast: https://skyllful.com/podcastMaria Feay on LinkedIn: https://linkedin.com/in/mariafeaySkyllful: https://skyllful.com