Episode SummaryCarly Greenwald has spent more than 20 years in IT leadership and change management, leading global transformation work that connects new technology with the people who actually use it. In this episode she and host Justin Lake dig into why frontline adoption succeeds or fails, and they keep landing on one word: confidence. The conversation moves from the frontline worker handed a change they never asked for, to the customer across the counter, to the project team that has lived inside the implementation for months. Carly argues for honesty over polish. Do not sugarcoat the change, do not oversell benefits that are not there, and do not save feedback for a big reveal that rarely goes as planned. Her sharpest point reframes who needs confidence: it is not only the frontline. Project teams often delay user feedback because they are not yet confident in what they are building, and bringing users in early, in small increments, raises everyone's confidence at once.Key TopicsThe underrepresented frontline voiceUnwinding old habits, not just teaching the new wayHonesty over sugarcoating the changeHow frontline confidence transfers to customersThe project team's own confidenceEarly, incremental feedback instead of the big revealBeing realistic about what change asks of peopleEpisode ChaptersAbout Carly GreenwaldCarly Greenwald is an IT change management and user engagement leader with more than 20 years of experience in IT leadership and change management. She specializes in global transformation initiatives that bridge technology and people, helping organizations move past implementation into genuine adoption with a practical, people-centered approach.ResourcesCarly Greenwald on LinkedIn: https://www.linkedin.com/in/carly-greenwald-7b74b813/Skyllful: https://skyllful.comFrontline Innovators Podcast: https://skyllful.com/podcast