Friday Mar 25, 2022
Partners in Digital Change - Frontline Innovators - Episode # 060
Monique Jordan is the AUX Lead at First Republic Bank. She brings with her a unique perspective and compassion for making sure that frontline workers are included as part of the change in the workplace, not just experiencing the change. She joins host Eugene Signorini to talk about some of the biggest challenges that frontline employees are facing today.
Takeaways
- At the core of digital transformation is the need to meet customers with the best way to use technology for them.
- The biggest challenge facing the frontline workforce is that change is often done to those on the frontline, rather than with them.
- Frontline workers don’t have the same access to technology as those working in the office do. This means that some new technology changes might be a challenge for frontline workers.
- Because of the pandemic, things are constantly changing. One of those changing aspects is how change management is being delivered.
- The point of view from headquarters is pretty limited. Bringing crews in to really sit down and talk through the issues of those on the frontline.
- You want to digitize your data so it is usable and accessible when it comes to creating a good customer experience.
- People want to do meaningful stuff and be valued in the company. To do this, make sure that the voices of those are the frontline and what they say.
Quote of the show
2:28 “I think what's different about the deskless worker is frequently change done to them. They're not really seen as a partner in digital change. They are seen as sort of the target of change. So those people way down there at the end of the process are going to start doing this differently. And as long as we just let them know what's happening, train them, it’s going to be perfectly fine.”
Links
- LinkedIn: https://www.linkedin.com/in/moniqueajordan/
- Twitter: @Jordanmaj
- Company Website: 6centsPartners.com
Ways to Tune In:
- Amazon Music - https://music.amazon.com/podcasts/2f4ecd92-6468-4769-b0bf-254e236510b7/FRONTLINE-INNOVATORS
- Apple Podcast - https://podcasts.apple.com/us/podcast/frontline-innovators/id1572329402
- Spotify - https://open.spotify.com/show/29m3wnK8pbFjdSvJ9wjmyS
- Stitcher - https://www.stitcher.com/show/frontline-innovators
- Google Play - https://podcasts.google.com/feed/aHR0cHM6Ly93d3cuZnJvbnRsaW5laW5ub3ZhdG9ycy5jb20vZmVlZC54bWw
- YouTube - https://youtu.be/85siQg0aILQ
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