The Frontline Factor: Hearts & Dollars

In this episode of The Frontline Factor, host Will Eadie sits down with Chris Lawson, Head of Partnerships and Solutions at IPORT, recorded live on the show floor at NRF 2026.Everyone is talking about AI on the frontline — but why isn't it delivering? Chris and Will dig into what's really getting in the way: fragmentation. Too many devices, too many apps, too many disconnected systems. And until that changes, no AI can do its best work.The conversation covers what consolidation really means for frontline teams in 2026, not just one device, but one unified app where tasks, communications, SOPs, and operations all live together. When that foundation is in place, AI stops being a novelty and starts being transformative: trained on your workflows, your policies, and the habits of your best managers — and scalable across every location.Will and Chris also get into how digital tools are finally surfacing the tribal knowledge that has always lived with your best people, and why that's becoming one of the most powerful levers in frontline performance.Whether you're in retail, restaurants, hospitality, or any frontline operation, this episode is packed with practical perspective on where the industry is heading and what it takes to get ahead of it.Hit play and join the conversation. Hosted on Acast. See acast.com/privacy for more information.

Live from NRF 2026, Will Eadie sits down with Rogayeh Tabrizi, Founder & CEO of Theory+Practice, behavioral economist, and AI Leader of the Year, to explore a question reshaping frontline work: How do you turn data into decisions that actually move the needle?Rogayeh brings a rare perspective — from particle physics at CERN to a PhD in Economics to building AI-powered solutions for the world's largest retailers and CPG companies. She breaks down why most organizations are drowning in dashboards, and what it takes to move beyond insight to true foresight.The conversation covers causal AI, why agentic AI requires predictive foundations to be truly effective, and what the shift from execution to agency means for frontline teams.🎧 A must-listen for business leaders and operations executives thinking seriously about AI in frontline execution. Hosted on Acast. See acast.com/privacy for more information.

Live from NRF 2026, Will Eadie sits down with retail expert Edward (Ed) Durbin, SVP of Global Business Development at explic8, to tackle a critical question: How can retailers reduce friction for frontline teams to improve customer experience?Ed shares why employee experience is the last mile of CX, drawing on decades of global retail and technology experience. He discusses what true in-store personalization looks like, differences he sees across UK and North American retail, and why frontline engagement directly impacts performance.The conversation also explores real-time feedback, operational agility, and the growing role of agentic AI in helping stores respond faster and smarter. A focused discussion for retail leaders looking to strengthen frontline execution and drive better outcomes. Hosted on Acast. See acast.com/privacy for more information.

In this season finale of The Frontline Factor: Hearts and Dollars, host Will Eadie talks with Mark Williams, Managing Director, EMEA & Global Customer Success at WorkJam, about what happens when a leader becomes the hero of transformation by turning vision into action and change into impact.From his days leading global retail operations at Shell to empowering frontline organizations across EMEA, Mark shares how clarity, collaboration, and technology come together to deliver real results where they matter most: on the frontline.It is a story of courageous leadership, connected workforces, and the lasting impact of leading transformation from the front.🎧 Listen now and see how the right choice becomes the right outcome. Hosted on Acast. See acast.com/privacy for more information.

Simon Hedaux, co-founder of Rethink Productivity, joins The Frontline Factor to dig into the realities of frontline productivity—and what really drives performance at scale. From employee engagement to process improvement, Simon shares why clear expectations and consistent training are just as important as cutting-edge technology.The conversation spans retail’s toughest balancing acts: controlling labor costs without compromising customer experience, reducing shrinkage through better process design, and using data to eliminate non-value add tasks. Simon also explores how AI and automation will reshape retail labor management, offering a glimpse into the next wave of frontline optimization.Packed with insights drawn from decades of advising retailers, this episode is a must-listen for leaders who want to boost engagement, reduce inefficiencies, and unlock lasting productivity gains. Hosted on Acast. See acast.com/privacy for more information.

Greg Thomas, Corporate Communications Manager at City Furniture, joins The Frontline Factor to share how his journey from store manager-in-training to corporate leader shaped his perspective on frontline engagement. He shares the communication challenges frontline teams face, and the creative strategies City Furniture uses to address them—from gamified awards like the “Golden Broom” to turning daily stand-ups into full-on talk shows.Along the way, Greg unpacks the misconceptions corporate leaders often hold about frontline realities, why “going to the floor” is the ultimate communications strategy, and how AI and workflow-based tools are reshaping how companies connect with their teams.From scaling a Florida retail icon to building a culture of fun, engaging, and transparent communication, Greg offers practical lessons you can put into action. If you’re a leader looking for fresh ways to strengthen the bond between corporate and the frontline, this one’s for you—and it’s well worth your time. Hosted on Acast. See acast.com/privacy for more information.

Vance Wingate, VP of Internal Communications and Construction at Half Price Books, joins The Frontline Factorto share his 30+ year journey from bookstore floor to the C-suite. He reveals what it really takes to modernize a legacy retail brand—how listening to employee feedback transformed their POS system, why targeting communication is everything, and how trust fuels every successful rollout.He also shares what Half Price Books learned the hard way about outdated intranets, and why empowering field-tested talent is the key to culture change.Recorded live at WorkJam Days, this episode is part transformation playbook, part frontline love letter—and absolutely worth the listen. Hosted on Acast. See acast.com/privacy for more information.

Jay Porter, President of Catalyst Brands and former senior leader at Walmart and JCPenney, joins The Frontline Factor to share lessons from the inside—on integrating legacy brands, building trust with frontline teams, and why leading with empathy is non-negotiable.He also drops a legendary story involving Sam Walton, a locked store door, and an unexpected outcome you have to hear to believe.Recorded live at WorkJam Days, this episode is part masterclass, part culture clinic—and 100% worth your time. Hosted on Acast. See acast.com/privacy for more information.

In this episode of The Frontline Factor, host Will Eadie sits down with Steve Kramer, CEO of WorkJam, to explore what it really takes to empower and elevate frontline workers. From the powerful concept of “hearts and dollars” to the growing role of AI in the workplace, Steve shares candid insights about the challenges and opportunities facing today’s frontline teams.They dive into why effective communication equals respect, how economic pressures uniquely impact frontline roles, and what companies can do to truly support and engage their most vital workforce. Steve also offers a behind-the-scenes look at WorkJam Days and shares the story behind the WorkJam name itself.Leaders ready to bridge the gap between HQ and the frontline—this one’s for you. Listen now 🔊 Hosted on Acast. See acast.com/privacy for more information.

Diane Randolph—retail tech powerhouse and WorkJam board member—joins The Frontline Factor for a special International Women’s Month episode. With experience driving digital transformation at Ulta Beauty, Reitmans Canada, and Dollar Tree, she brings sharp insights on the future of retail.Diane shares insights into the evolving role of the CIO, omnichannel strategies that actually work, empowering frontline teams at scale, and how AI is reshaping the retail industry.Listen now for a fast-moving conversation packed with lessons every retail leader should hear. Hosted on Acast. See acast.com/privacy for more information.

Live from NRF, Will Eadie sits down with Adam Lukoskie, SVP of NRF and Executive Director of the NRF Foundation, to discuss the future of retail careers and the evolving role of frontline workers.Adam shares how the NRF Foundation is ensuring retailers have the talent they need by offering scholarships, career programs, and training initiatives like RISE Up. He highlights the importance of helping frontline employees see long-term career paths in retail, from entry-level roles to leadership positions managing multi-million-dollar businesses.The conversation also explores how technology is transforming retail operations—enhancing productivity, training, and communication—while simultaneously improving job satisfaction and engagement. Adam emphasizes the need for cross-training, upskilling, and “everboarding” to keep employees engaged and growing.With insights into workforce orchestration, omnichannel retail, and the importance of empowering frontline workers, this episode is a must-listen for anyone invested in the future of retail talent. Hosted on Acast. See acast.com/privacy for more information.

Live from NRF, Will Eadie sits down with Clay Lute, global merchant for men’s denim at Calvin Klein and a leading voice in the Z Suite—an advisory group helping brands understand Gen Z consumers and workers.Clay shares how Gen Z is reshaping retail and frontline work, from post-pandemic workforce shifts to the demand for empowerment, fair wages, and career pathways. He discusses why younger workers often see frontline roles as temporary rather than career-launching, and how businesses can change that perception.The conversation also explores how technology—like self-scheduling, AI, and digital communication—can reduce burnout, improve engagement, and bring back the idea of long-term careers in retail. With insights on workforce flexibility, economic challenges, and the evolving employer-employee dynamic, this episode is a must-listen for anyone navigating the future of frontline work. Hosted on Acast. See acast.com/privacy for more information.

Will Eadie is joined by retail and workforce management veteran Robin Merrit, Chief UKG Strategy and Marketing Officer at Axsium Group. With a career spanning retail operations, workforce technology, and consulting, Robin brings a unique perspective on how frontline teams can thrive in an era of digital transformation.Will and Robin take a deep dive into the evolution of workforce management, the impact of AI on scheduling and frontline operations, and why retail careers are more dynamic than ever. They also explore the delicate balance between operational efficiency and employee engagement—and how the right technology can empower managers to lead from the floor, not the back office.From career insights to cutting-edge workforce strategies, this episode is packed with real-world expertise (and a few laughs along the way). Tune in for a candid conversation about the future of retail, the role of AI, and why frontline work is anything but a stepping stone. Hosted on Acast. See acast.com/privacy for more information.

Will Eadie sits down with Stacey Ferreira, Director of Retail Sales Execution & Innovation at Ford, to explore her fascinating journey from tech entrepreneur to frontline workforce champion.Stacey shares how her passion for empowering frontline employees led her to found flexible scheduling platform Forge, which was later acquired by WorkJam. She dives into the challenges frontline workers face—like juggling multiple jobs without control over their schedules—and how technology can transform their experience.She also reveals behind-the-scenes insights from her time at GameStop during its high-profile turnaround and explains why retail experience is one of the most valuable skill sets in any industry, including automotive. Now at Ford, Stacey is tackling the next frontier: training and supporting dealership employees as they help customers transition to electric vehicles.If you’re interested in the future of frontline work, the power of retail experience, or how to drive real innovation in massive industries, this episode is a must-listen. Hosted on Acast. See acast.com/privacy for more information.

Welcome to Frontline Factor: Hearts & Dollars, the podcast that explores the dynamic world of frontline work. I’m your host, Will Eadie, and together, we’ll explore how strategy and operations align to create success for frontline teams and businesses. From tackling workforce challenges to sharing actionable insights, we’ll connect the dots between high-level decision-making and the day-to-day realities facing frontline workers around the globe. Whether you’re a business leader, team manager, or frontline professional, this podcast is your go-to resource for trends, solutions, and stories that drive results. Let’s get to it!  Hosted on Acast. See acast.com/privacy for more information.