The Frontline Factor: Hearts & Dollars

Hosted by Will Eadie
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“Frontline Factor: Hearts & Dollars" dives into the real dynamics shaping the frontline workplace—where strategy meets the daily grind. Through engaging conversations with industry experts and frontline leaders, we uncover the challenges, successes, and opportunities that define frontline operations. Whether you’re a business leader, team manager, or frontline worker, you’ll find actionable insights, relatable stories, and fresh perspectives to help bridge the gap between the big-picture strategy and day-to-day realities. Hosted on Acast. See acast.com/privacy for more information.

  1. 3D AGO

    E12: Ed Durbin | explic8 [Recorded Live at NRF '26]

    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.

    20 min

  2. 11/11/2025

    E11: Mark Williams | WorkJam

    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.

    25 min

  3. 09/08/2025

    E10: Simon Hedaux | ReThink Productivity

    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.

    29 min

  4. 08/21/2025

    E09: Greg Thomas | City Furniture

    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.

    21 min
  5. E08: Vance Wingate | Half-Price Books [Recorded Live at WorkJam Days '25]

    06/04/2025

    E08: Vance Wingate | Half-Price Books [Recorded Live at WorkJam Days '25]

    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.

    25 min
  6. E07: Jay Porter | Catalyst Brands [Recorded Live at WorkJam Days '25]

    05/07/2025

    E07: Jay Porter | Catalyst Brands [Recorded Live at WorkJam Days '25]

    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.

    19 min
  7. E06: Steven Kramer | WorkJam [Recorded Live at WorkJam Days '25]

    04/22/2025

    E06: Steven Kramer | WorkJam [Recorded Live at WorkJam Days '25]

    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.

    21 min
  8. Ep 05: Diane Randolph | Ulta Beauty

    04/22/2025

    Ep 05: Diane Randolph | Ulta Beauty

    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.

    45 min
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About

“Frontline Factor: Hearts & Dollars" dives into the real dynamics shaping the frontline workplace—where strategy meets the daily grind. Through engaging conversations with industry experts and frontline leaders, we uncover the challenges, successes, and opportunities that define frontline operations. Whether you’re a business leader, team manager, or frontline worker, you’ll find actionable insights, relatable stories, and fresh perspectives to help bridge the gap between the big-picture strategy and day-to-day realities. Hosted on Acast. See acast.com/privacy for more information.

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