The Frontline Factor: Hearts & Dollars

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.

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.

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.

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.

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.

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.

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.

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 🔊