The Frontline Factor: Hearts & Dollars

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 Debo...

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...

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'...

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 per...

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...

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: controllin...

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 dai...

Vance Wingate, VP of Internal Communications and Construction at Half Price Books, joins  The Frontline Factor to 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 rollo...

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 b...

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 frontlin...

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...

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 helpin...

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 worke...

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...

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 fa...

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...