The Frontline Factor: Hearts & Dollars

E15: Deborah Shelton | TravelCenters of America

TravelCenters of America operates in a uniquely complex frontline environment. In a single location, team members may be supporting fuel, retail, restaurants, truck service, showers, and franchise brands like Starbucks, Popeyes, Burger King, and IHOP, all while delivering one consistent guest experience. In this episode of Frontline Factor: Hearts & Dollars, host Will Eadie sits down with Deborah Shelton of TravelCenters of America live from NRF 2026 to discuss how TA manages that complexity across brands, departments, roles, and shifts. Deborah shares why consistency is so critical in a 24/7 operation, especially when team members range from full-time to very part-time and may not all be present for the same meetings or huddles. While each brand has its own standards, TA also needs to create uniformity around the culture that matters everywhere: cleanliness, safety, friendliness, and service. As Deborah puts it, “We can’t dilute that message.” The conversation explores how TravelCenters uses WorkJam to keep frontline communication clear, relevant, and connected, helping team members access the right information at the right time. Deborah also discusses the shift from traditional training to in-the-moment documentation and role-specific guidance, allowing teams to focus on what they need to do their jobs today. Will and Deborah also talk about the importance of field experience in operational leadership, the value of two-way communication between support teams and the frontline, and the growing role of AI in making work easier for frontline leaders. Deborah encourages leaders to approach AI with curiosity, not fear, and sees it as a tool that can reduce administrative work and give managers more time to focus on guests, coaching, and team member support. This episode is a conversation about frontline complexity, culture consistency, digital transformation, and how the right tools can help large, distributed teams deliver the same standard of service everywhere. ---------------------------------------- Hosted on Acast. See acast.com/privacy [https://acast.com/privacy] for more information.

E14: Chris Lawson | IPort

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 [https://acast.com/privacy] for more information.

E13: Rogayeh Tabrizi | Theory+Practice

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 [https://acast.com/privacy] for more information.

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 [https://acast.com/privacy] for more information.

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 [https://acast.com/privacy] for more information.