332: The Future For Retail's Frontline Workforce

AI seems to be everywhere - events, suppliers, press, work meetings. In terms of exposure, we've seen a huge surge. But when it comes to embedding AI into retail operating models, most organisations are still finding their feet. The real opportunity lies not in flashy tools or futuristic hype, but in using AI to enhance decision-making, sharpen execution, and empower teams. The value is in the simple and scalable, rather than the sexy. In this episode, we explore how AI can blend into your operating model and business to amplify what you're best at. Listen to this episode and hear:Why reframing AI as augmented intelligence unlocks its real value in retail operations.Areas where AI is already augmenting retail operations in leading companies.Four principles to help you and your organisation to embrace AI more effectively.Show notes are at www.obandco.uk/336.

Some of the most critical problems in retail are unsolved, and they're not being looked at seriously enough. Whether it’s waste, supply chains, or workforce conditions, it’s often easier to look the other way. In this episode of the Retail Transformation Show, we explore what happens when retail challenges are left ‘out of sight, out of mind.’ From vast clothing mountains to overlooked supply chain and workforce issues, we uncover the hidden realities that deserve more attention—and ask what changes when we finally choose to see them. Listen to this episode and discover:Why it’s easy for both retailers and consumers to ignore uncomfortable truths.The retail areas most likely to be overlooked—and why that’s risky.How greater visibility leads to better decisions, accountability, and action.The show notes are at www.obandco.uk/335.

Retail transformation is never a one-time event - it’s an ongoing journey. A year ago, Oliver Banks's book 'Driving Retail Transformation' was published to help retailers take control of change rather than react to it. Since then, the industry has continued to evolve, but the core principles in the book remain just as relevant today. In this special episode, we celebrate the book’s first birthday by revisiting the Retail Transformation Steering Wheel, exploring the six types of transformation, and reflecting on why people and psychology are still the biggest success factors. Whether you’ve read the book before or are just discovering it now, this episode will help you apply its lessons to your business today. Listen to this episode and hear:How the Retail Transformation Steering Wheel is a vital tool for navigating change effectively.The six types of transformation and why retailers can’t afford to ignore them.How to get teams engaged in the transformation, overcome resistance, and embed transformation into the organisation’s culture.Why you must choose to be the driver of transformation and why this is the biggest mindset shift leaders need to make.The show notes are at www.obandco.uk/334.

Roll up, roll up! The Retail Technology Show is one of the hottest retail events around right now. In 2025, it's set for its biggest year yet. To help us understand more about what's in store, Event Director Matt Bradley joins Oliver Banks to discuss what's on, and the key challenges and opportunities facing retailers now and as we look to the future. Plus, discover why this "retail carnival" is the show to go to. Listen to this podcast episode to hear:Why you should plan to come to the Retail Technology Show 2025. Discover the key themes coming out from 100s of retailer research interviews.How the event is set up to help you discover all forms of innovation. The full show notes are at www.obandco.uk/333.

Retail is built on people. From store colleagues and warehouse operatives to customer service teams, the frontline workforce plays a vital role in keeping the industry running. But in recent years, the structure of retail employment has changed dramatically. Cut backs, automation, flexibility, multiskilling and many other changes have impacted frontline workforce. With rising customer expectations, new technologies, and economic pressures, what does the future hold for retail’s workforce? In this episode, we’ll uncover the biggest workforce trends shaping the industry, the challenges facing retailers and employees alike, and what it truly means to be a people-centric retailer in 2025 and beyond.Listen to this episode and discover:The 5 elements shaping the future of the retail frontline workforce.What happens to 41% of frontline store colleagues each week.How to factor trends into becoming a people-centric organisation.Find the full show notes at www.obandco.uk/332.

Retailers often focus on sales and customer experience, but lurking beneath the surface, a flawed operating model can quietly drain profits. The worst part? Many of these inefficiencies go unnoticed because “this is how we’ve always done it.” In this episode of The Retail Transformation Show, join Oliver Banks and uncover the biggest hidden costs buried in retail operating models—from wasted labour and supply chain inefficiencies to outdated approval processes and underutilised technology. Plus, we’ll share real-world examples and actionable strategies to fix them before they sink your business. Listen to this episode to discover: Spot the warning signs of an inefficient operating model that’s draining profits.Learn from real-world retail failures, including an e-commerce brand overwhelmed by peak demand.Discover the five biggest hidden costs lurking in your retail operation.Get actionable strategies to streamline processes, reduce waste, and improve decision-making.Show notes are at www.obandco.uk/331.

Retail is full of natural variations—some predictable, some unexpected. Yet too often, businesses rely on averages, smoothing out the detail and missing critical insights. Successful retailers don’t just react to change; they anticipate it, refine their operating models and processes, and create systems that allow for fast, flexible decision-making. In this episode, we explore how to spot and manage variations in demand, operations, and customer behaviour—and why those who understand these patterns gain a competitive edge. If you want to take more control over your retail performance and make smarter, faster decisions, this episode is for you. Listen to this podcast episode to hear:Why averaging data is a dangerous approach to variation and how it hides the critical insights.Why systems thinking can help understand retail variation. How delaying decision points can help retailers optimise resources and respond faster.Approaches for making operating models and making processes more flexible to variation and noise.The show notes are at www.obandco.uk/330.

Transformation doesn’t happen by chance—it happens through action. Yet, in the fast-paced and complex world of retail and retail transformation, inaction can become the silent killer of progress. Whether it’s uncertainty, overwhelm, fear of failure, or even hidden inaction, these challenges can quietly derail even the most ambitious initiatives. In this episode, join Oliver Banks and dive into the root causes of inaction and uncover actionable strategies to reignite momentum, overcome obstacles, and inspire teams to keep moving forward. Every transformation is made up of progressive steps - what will your next action be? Listen to this episode of the Retail Transformation Show to:Explore the most common causes of inaction that stall transformation efforts.Learn practical methods to clarify work, set expectations, and align teams for progress.Discover how visibility and prioritisation can prevent tasks from getting lost or overlooked.And find out why you might be suffering from "false" inaction. The show notes are at www.obandco.uk/329.

Artificial Intelligence is no longer a futuristic concept—it's here, and it's reshaping the retail industry in ways we could have only imagined just a few years ago. In this episode, we're learning about AI, from an AI. From unravelling the complexities of terms like Machine Learning and Agentic AI to exploring how AI is transforming the retail industry today and into the future, we’ll cover it all. We’ll also discuss the intersection of big data, quantum computing, and the key human considerations of deploying AI in retail. Whether you're an AI enthusiast or a retail leader looking to stay ahead of the curve, this episode will provide insights into what’s next for the retail industry in the age of intelligent technology. Listen now to this episode to discover:A clear understanding of essential AI terms and how they apply to the retail sector.Practical insights into how AI is being used in retail today for inventory management, customer personalization, and predictive analytics.Discover what’s on the horizon and how AI will continue to revolutionise retail and the wider world.What an AI thinks about the human considerations and workforce impacts of AI in retail.The show notes are at www.obandco.uk/328.

As we step into 2025, the retail landscape continues to evolve at a breathtaking pace. But what are the essential themes shaping the future of the industry? In this episode, Oliver Banks delves into the defining topics that retailers must navigate, from the evolution of AI to the growing influence of retail media networks. Discover how financial pressures, social commerce, cross-border trade, and Retail as a Service are setting the tone for the year ahead. Whether you’re looking to anticipate challenges or uncover new opportunities, this episode offers the insights you need to thrive in the fast-changing world of retail. Listen now to discover:Why financial management is even more in focus this year.How AI will evolve in the retail sector, and the opportunities and risks it presents for businesses.How cross-border commerce is reshaping convenience and consumer expectations.Why social commerce's special blend will drive the next wave of shopping.And more! The show notes are at www.obandco.uk/327.