SummaryWhen 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 TopicsWhy the biggest cost of a failed rollout is the best people you didn't realize you were losingThe case for being honest when a change will mean more work, not lessHow to convert cynics into your strongest change championsThe "two wolves" story, and why change always feeds the dark wolf firstCommunication design: writing every message to be misread, not just understoodWorking through layers of stakeholders when one-on-one isn't possible at 20,000 peopleWhy a great change isn't celebrated, it's seamlessThe "How will it feel?" as the question most rollouts skipChaptersGuest BioKapil 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.ResourcesFrontline Innovators PodcastKapil Dua on LinkedInSkyllful - Frontline Enablement Platform