Frontline Innovators

The Root of Change - Frontline Innovators - Episode #075

May 17, 2022

Tiffany Caswell is the Change Management Specialist Commercial Data & Analytics at Alcon. She’s also a Lean Six Sigma Green Belt and a prosci certified change practitioner. Tiffany joins host Justin Lake to talk about change management and how we can better support frontline workers. 





  • Understanding the true problem that frontline workers face and getting to the root of the problem are the biggest challenges facing deskless workers today.
  • You want to make sure that everyone is getting the same level of training so that everyone is on the same page.
  • Not all technology is intuitive, so it can’t be treated as if it is easy for everyone to understand as everyone has a different background.
  • One of the biggest pieces of communication is making sure that everyone clearly understands what is happening. You can never communicate too many times. 
  • When it comes to change, you want to start small and work your way up to bigger change. 
  • Practice changes internally and making sure that everyone understands it before they bring it to the customers or end users. 
  • It’s normal for people to be hesitant to change. That’s why it’s important to make sure that the change process is smooth so they remember that and not a bad process that didn’t work.

Quote of the show


16:42 “Sometimes something that seems so easy and so intuitive may or may not in fact be. So we always try to, whether it's myself or someone directly going to be impacted by the change, to go in and kind of play with it… and I think that's a really important thing to always do.”



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