IBM Part 2: What Their New Research Says About the Future of Shopping

Part 3 of Voices from the Frontline: AI in Action, a limited series sponsored by Microsoft, dives into two of the biggest, most stubborn challenges in frontline work: scheduling and onboarding — the things that have frustrated leaders and associates for decades.We open with a reminder that teams don’t need dozens of versions of content or training. You can create one source of truth, and AI helps every associate consume it in the way that works best for them — by voice, text, audio, images, and in the language they prefer. It’s a huge win for multigenerational and multilingual teams, and the example of using Copilot to help a nurse streamline her documentation makes the shift feel incredibly real and human.From there, we jump into one of the most painful realities of frontline work: scheduling. Whether you’re running a 5-person team or a store with hundreds of associates, scheduling has always been a massive burden — mentally, emotionally, and operationally. Irina breaks down how new intelligence layers in Microsoft 365 and Dynamics 365 can simplify everything: pulling in demand signals, skills, availability, benefits eligibility, and more to create a schedule that actually works for both managers and employees.It’s not about replacing systems — it’s about placing intelligence on top of them, giving managers clarity and giving employees control.The conversation also highlights how AI can make onboarding dramatically faster. Instead of ten-hour workshops or dense PDFs, new associates can ask an agent questions in the moment, learn as they go, and get exactly the information they need — which improves productivity, experience, and retention.What Part 3 makes undeniably clear is this:When you solve scheduling and modernize onboarding, you unlock an entirely new frontline experience.AI brings flexibility, predictability, fairness, and speed — so both managers and associates can spend less time wrestling with complexity and more time serving customers.This isn’t just an efficiency upgrade. It’s a transformation of how frontline teams work, learn, and thrive.Key Takeaways: AI personalizes learning for every worker, regardless of generation or language.Intelligent scheduling reduces friction, bias, and manual effort for managers and associates.AI layers in Microsoft 365 and Dynamics 365 unlock flexibility and predictability without rebuilding systems.Smarter scheduling improves staffing, productivity, and financial outcomes.AI-enabled onboarding speeds up training and supports seasonal or high-turnover teams.Agents create fairness by delivering consistent, logic-based scheduling decisions.Multimodal tools support diverse learning styles through voice, images, and audio.AI gives time back to teams, freeing them to focus on customers and meaningful work.The frontline experience becomes more human as AI removes complexity and elevates connection.

The expectation for instant answers has completely reshaped frontline work. Today’s customers are used to getting information in seconds on their phones or watches — and they now expect frontline teams to operate with that same speed and confidence.In part 2 of my limited series sponsored by Microsoft, Abbie Sweeney and Irina Parsina break down how tools like Microsoft Copilot and specialized AI agents are making that possible. These technologies give frontline employees the power to check inventory, translate on the spot, compare products, or solve customer problems without disappearing into a back office or wrestling with outdated systems.What really stands out is how AI is making work more accessible, intuitive, and personalized for every generation of workers. With multimodal learning — voice, images, audio, and text — teams can get support in the way they learn best. It’s not one-size-fits-all anymore.And ultimately, that’s what this episode shows so clearly: AI isn’t just about efficiency. It’s about redefining the frontline experience, giving employees more clarity and confidence, and allowing them to spend more time doing what matters most — connecting with customers.Key Takeaways: Customer expectations for instant information have permanently changed frontline service.Copilot gives employees fast access to what they need — without delays or back-office bottlenecks.AI agents provide role-specific guidance so employees get consistent, accurate answers every time.Multimodal tools support every kind of learner — visual, audio, hands-on — improving training and productivity.AI is redefining frontline work: faster answers, higher confidence, and more time for meaningful customer connection.Personalized, adaptive AI support leads to stronger employee retention and better customer experiences.

AI isn’t just enhancing the shopping journey anymore — it’s officially part of it. New research from the IBM Institute for Business Value shows a staggering 62% jump in consumer use of AI shopping tools in just two years, and the momentum isn’t slowing down.In this episode, a limited series sponsored by IBM, I sit down with Jane Cheung to explore what happens when AI shifts from “helpful assistant” to active participant in how people discover products, compare options, and make decisions. This isn’t the future — it’s already reshaping retail today.We discuss how consumers are blending physical and digital experiences with AI at the center, why economic pressure is accelerating this behavior, and what brands must do right now to stay visible and trusted. From product data accuracy to real-time transparency, AI is raising the stakes for every retailer.If you’re preparing your business for an AI-driven marketplace, this episode lays out exactly where to focus and what it takes to earn a place in the new shopping journey.Takeaways:Consumer use of AI shopping tools has surged 62% in two years.1 in 3 consumers now want AI-powered features built directly into their shopping experience.Economic pressure is pushing shoppers toward smarter comparisons and value-driven decisions powered by AI.“Converged commerce” is here — consumers are blending digital, physical, and AI-driven touchpoints seamlessly.AI is moving from assisting shoppers to participating in their decisions.Retailers must strengthen their data systems to meet rising expectations and stay competitive.Links referenced:Download the full report here: https://obvs.ly/Ron1Companies mentioned:IBM

Part 1 of Voices from the Frontline: AI in Action, a limited series sponsored by Microsoft, sets the foundation for everything that follows. In this episode, we cut through the noise and clear up some of the biggest misconceptions about AI on the frontline.With Abbie Sweeney and Irina Parsina from the Microsoft Copilot Acceleration team, we dive into what leaders everywhere need to hear: you don’t need a perfect system or a massive transformation plan to get started with AI. You can begin right where you are, take small steps, and build over time.We also explore why Microsoft’s responsible AI principles — trust, safety, and transparency — matter so much when you’re supporting the people who make your business work every day.Through practical examples, Abbie and Irina show how tools like Microsoft Copilot can take everyday tasks off the plates of managers and associates, giving them more time and energy to do what they do best: connect with customers, care for patients, and elevate the human experience.This episode is all about confidence and clarity. It reminds leaders that AI isn’t something to fear or avoid — it’s an accessible, manageable evolution that can make frontline work smarter, simpler, and more human.AI can be integrated into existing workflows, making it accessible no matter where an organization is on its tech journey.AI readiness is a moving target — perfection is not required to begin.The smartest approach is to start small, learn, and iterate, rather than aiming for a massive overhaul.Microsoft’s AI strategy is grounded in trust, safety, and transparency, helping organizations adopt AI responsibly.Copilot acts as the UI for AI, giving frontline teams one simple entry point for powerful intelligence.AI frees up valuable time for human connection, allowing employees to focus on customers, patients, and guests.

Welcome to Retail in America, Season 2, episode 1, with a special conversation sponsored by IBM. Brand loyalty isn’t what it used to be — and today’s consumers are proving just how quickly it can disappear. In this conversation, I sit down with IBM’s Jane Cheung to unpack the latest findings from the IBM Global Consumer Research study and explore why trust has become the true competitive advantage.Consumers are still willing to choose the brands they believe in, even when prices rise — but the margin for error is shrinking fast. With AI playing a growing role in how people research, validate, and discover products, the expectations for transparency and consistency have never been higher.We dig into what this shift means for retail leaders: how loyalty must evolve, what today’s “value equation” really looks like, and why advocacy is emerging as one of the most powerful signals in an AI-driven marketplace. This episode is a roadmap for any brand that wants to stay relevant — not just to people, but to the AI systems helping them shop.Takeaways:Loyalty is more fragile than ever — trust is now the differentiator.Data transparency matters: 83% of consumers have concerns about privacy and usage.25% of shoppers will still pay more for brands they truly trust.Advocacy is rising fast, with 47% of consumers recommending a new brand recently.AI is reshaping loyalty programs and how value is delivered.Strong data governance is essential for accurate, timely, and personalized engagement.Links referenced:Register to receive the full report here: https://obvs.ly/Ron1Companies mentioned:IBM

Welcome to RETAIL IN AMERICA!This podcast is part of The RETAIL IN AMERICA tour, my year-long journey to discover incredible retail heroes all across the country, celebrating our retail culture, community, and careers. Go to retailpride.com or IG @retail pride to see it all, including past podcast episodes, playlists, and future cities on tour.Today I am LIVE from the Airstream in Palm Springs, California, with Joe Lopardi, the Director of Retail for the iconic brand TRINA TURKJoe prides himself on building and retaining dynamic teams at all levels, being a company culture proponent, leveraging an elevated event strategy to benefit local charities and non-profits, and delivering positive results. He is a people-centric leader who values his relationships with internal and external clients.He has pioneered client development programs, led teams through the construction of mission, vision, and value statements, and is leading his present team to deliver the strongest net sales results in company history this year.When he is not making market visits with his teams and clients, he is working on restoring a 1930s bungalow he recently purchased with his fiancée in Los Angeles, CA.Contact me directly here to nominate a retail hero for this podcast, host a retail networking or book signing event in your city, or say hello.Keep your retail pride strong, and I will see you on the road!The RETAIL IN AMERICA podcast team includes:Producer Roi PeretsAudio Engineer Dean AlbakCover Image shot by Duke WinnA huge thank you to the three title sponsors fueling the RETAIL IN AMERICA tour and this podcast. Spotify Advertising Spotify is the #1 podcast platform in the US and has grown to over 420M monthly unique registered users around the globe, over half of which are supported on the ad platform. Spotify advertising will help you reach and target your audience across devices, locations, and formats. YOOBIC  is a Frontline Employee Experience Platform. It’s an all-in-one mobile app that provides Retail leaders and their frontline teams with inclusive communications, mobile learning, and digitized task management - all in the flow of work.KWI is the industry's only true turnkey omni-channel platform for specialty retailers. With over 35 years of experience, let KWI help you execute flawlessly with the features that matter most, including endless aisle, clienteling, mobile checkout, inventory management, e-commerce, and more. 

Welcome to RETAIL IN AMERICA!This podcast is part of The&nbsp;RETAIL IN AMERICA&nbsp;tour, my year-long journey to discover incredible retail heroes all across the country, celebrating our retail culture, community, and careers. Go to&nbsp;retailpride.com&nbsp;or IG @retail pride to see it all, including past podcast episodes, playlists, and future cities on tour.Today I am LIVE from the Airstream in Malibu, California, with&nbsp;Bree Jacoby,&nbsp;the founder and CEO of&nbsp;BREE.Bree Jacoby is an LA-based entrepreneur, stylist, founder, and all-around powerhouse - and if you work in any capacity in sales or retail, you will want to experience this conversation!Bree and I go way back and have done several things together that we'll talk about, and as she says, "fashion and entrepreneurship are in my blood."As a Los Angeles native who grew up in a family of entrepreneurs, she is passionate about trailblazing the style space by making luxury more attainable and empowering people to be their best.Her company's mission is to transcend&nbsp;what&nbsp;to wear by revolutionizing&nbsp;how&nbsp;people get dressed and sparking a more personal, confident relationship with style for everyone.By streamlining what you already own, curating purposeful purchases, and digitizing polished looks, you reduce stress, wasted time, and guesswork to make dressing well a whole lot more fun and BREEzy for you!Please enjoy the episode, and a big thank you to the three title sponsors fueling the&nbsp;RETAIL IN AMERICA&nbsp;tour and this podcast.Spotify Advertising&nbsp;is the #1 podcast platform in the US and has grown to over 420M monthly unique registered users around the globe, over half of which are supported on the ad platform. Spotify advertising will help you reach and target your audience across devices, locations, and formats.YOOBIC&nbsp;is a Frontline Employee Experience Platform. It's an all-in-one mobile app that provides Retail leaders and their frontline teams with inclusive communications, mobile learning, and digitized task management - all in the flow of work.KWI&nbsp;is the industry's only true turnkey omnichannel platform for specialty retailers.With over 35 years of experience, let&nbsp;KWI&nbsp;help you execute flawlessly with the features that matter most, including endless aisle, clienteling, mobile checkout, inventory management, e-commerce, and more.Contact me directly&nbsp;here&nbsp;to nominate a retail hero for this podcast, host a retail networking or book signing event in your city, or say hello.Keep your retail pride strong, and I will see you on the road!The&nbsp;RETAIL IN AMERICA&nbsp;podcast team includes:Producer&nbsp;Roi PeretsAudio Engineer&nbsp;<a href="https://www.deanalbak.com/"...

Welcome to RETAIL IN AMERICA!This podcast is part of The&nbsp;RETAIL IN AMERICA&nbsp;tour, my year-long journey to discover incredible retail heroes all across the country, celebrating our retail culture, community, and careers. Go to&nbsp;retailpride.com&nbsp;or IG @retail pride to see it all, including past podcast episodes, playlists, and future cities on tour.Kit Campoy&nbsp;is a retail leader turned freelance writer and one of the most prominent voices for frontline retail teams on LinkedIn.After graduating with a Bachelor's degree in Merchandising, she wanted nothing to do with retail management and had aspirations of being a stylist on photo shoots.&nbsp;Then, a funny thing happened; she realized that she was good at leadership and liked it.A move to San Diego landed her at Old Navy. A two-story behemoth where she was hired to plan shipments/merchandise, then a transition to PacSun, where she learned retail leadership 101. She quickly moved to a Store Manager position and worked for the company for five years.A jump to Lucky Brand, then Anthropologie, and finally, Tilly's Store Manager, Carlsbad, at the Forum for nine years. Running that building with hundreds of people over the years and close partnerships with vendors and leaders at the home office was the honor &amp; privilege of her career.&nbsp;She ultimately left retail in February 2022 and is now a solo entrepreneur who does freelance writing and ghostwriting and writes two weekly newsletters. You can find her on LinkedIn daily, advocating for retail leaders and frontline employees.&nbsp;You can connect with Kit on&nbsp;LinkedIn,&nbsp;DeSo, and&nbsp;Twitter. Give hustle-culture a break, and join her weekly&nbsp;newsletter Traveling Money and Kit&nbsp;writes personal essays on&nbsp;Medium.&nbsp;Thank you to the three title sponsors fueling the&nbsp;RETAIL IN AMERICA&nbsp;tour and this podcast.&nbsp;Spotify Advertising&nbsp;is the #1 podcast platform in the US and has grown to over 420M monthly unique registered users around the globe, over half of which are supported on the ad platform. Spotify advertising will help you reach and target your audience across devices, locations, and formats.&nbsp;YOOBIC&nbsp;&nbsp;is a Frontline Employee Experience Platform. It's an all-in-one mobile app that provides Retail leaders and their frontline teams with inclusive communications, mobile learning, and digitized task management - all in the flow of work.KWI&nbsp;is the industry's only true turnkey omnichannel platform for specialty retailers.With over 35 years of experience, let&nbsp;KWI&nbsp;help you execute flawlessly with the features that matter most, including...

Welcome to RETAIL IN AMERICA!This podcast is part of The&nbsp;RETAIL IN AMERICA&nbsp;tour, my year-long journey to discover incredible retail heroes all across the country, celebrating our retail culture, community, and careers. Go to&nbsp;retailpride.com&nbsp;or IG @retail pride to see it all, including past podcast episodes, playlists, and future cities on tour.This conversation was recorded live in our Airstream in San Diego, CA, with&nbsp;Tony Drockton, Founder and self-proclaimed Chief Cheerleader of&nbsp;Hammitt, a genuine American luxury brand based in Los Angeles.A lifelong entrepreneur, beginning with an MBA from Bowling Green in his home state of Ohio, Tony established his pattern of success early, through his start-ups in the construction and finance industries, before moving into this crazy fashion business.Tony took the reins at&nbsp;Hammitt&nbsp;in 2008, overseeing its transformation from a best-kept hometown secret to a digital and retail phenomenon.Tony is a philanthropist, speaker, mentor, and lifelong entrepreneur, but mostly, he loves experiencing the zest and wonder of life and brings all of that to this conversation. Enjoy!&nbsp;A huge thank you to the three title sponsors fueling the&nbsp;RETAIL IN AMERICA&nbsp;tour and this podcast.&nbsp;Spotify Advertising&nbsp;Spotify is the #1 podcast platform in the US and has grown to over 420M monthly unique registered users around the globe, over half of which are supported on the ad platform. Spotify advertising will help you reach and target your audience across devices, locations, and formats.&nbsp;YOOBIC&nbsp;&nbsp;is a Frontline Employee Experience Platform. It’s an&nbsp;all-in-one mobile app that provides Retail leaders and their frontline teams with inclusive communications, mobile learning, and digitized task management - all in the flow of work.KWI&nbsp;is the industry's only true turnkey omni-channel platform for specialty retailers. With over 35 years of experience, let KWI&nbsp;help you execute flawlessly with the features that matter most, including endless aisle, clienteling, mobile checkout, inventory management, e-commerce, and more.&nbsp;Contact me directly&nbsp;here&nbsp;to nominate a retail hero for this podcast, host a retail networking or book signing event in your city, or say hello.&nbsp;&nbsp;Keep your retail pride strong, and I will see you on the road!The&nbsp;RETAIL IN AMERICA&nbsp;podcast team includes:Producer&nbsp;Roi PeretsAudio Engineer&nbsp;Dean AlbakCover Image shot by&nbsp;Duke Winn

Welcome to RETAIL IN AMERICA!This podcast is part of The&nbsp;RETAIL IN AMERICA&nbsp;tour, my year-long journey to discover incredible retail heroes all across the country, celebrating our retail culture, community, and careers. Go to&nbsp;retailpride.com&nbsp;or IG @retail pride to see it all, including past podcast episodes, playlists, and future cities on tour.This is a very entertaining episode because we are not recording in the Airstream; we are live in the design studio for&nbsp;WiesMade&nbsp;in Napa Valley, CA because I wanted to see the roots of the operation - and it's literally a historic barn behind Nic's home!&nbsp;Nic Wiessler&nbsp;didn't start his career as the founder of the premium denim and knitwear brand&nbsp;WiesMade. Because before he was even considering launching his brand, he was a very successful retail leader for over 20 years with some of the country's most exciting and innovative companies.&nbsp;It started at GAP, where he ran the stock room at his local store. When Nic graduated college, he took on other leadership roles in retail with Lucky Brand and later as the District Manager in Northern California for Restoration Hardware (RH). In 2009 he took on a DM role with Cole Haan and ultimately became the Head of Retail, overseeing 90 stores as they de-coupled from Nike.&nbsp;Nic joined me at&nbsp;Bonobos&nbsp;in 2014 as part of a team that built it from a scrappy small group of 10 stores into a large 42-store fleet. Most recently, he was in the Director of Retail role at Guideboat, where he spent time in the design room working with their lux outdoor apparel line.&nbsp;After two years of work, he will launch his brand WiesMade this month, which exclusively sources every piece from "dirt to denim" in the USA, and Nic is now working directly with two mills to develop his own fabrics for his brand.Nic is a Northern California native, went to school at Sonoma State University, and enjoys everything the beauty of the Northern California coast has to offer, including free diving, spearfishing, and surfing.&nbsp;Enjoy the episode, and please support Nic as he launches his new brand by subscribing at&nbsp;https://wiesmade.comA huge thank you to the three title sponsors fueling the&nbsp;RETAIL IN AMERICA&nbsp;tour and this podcast:&nbsp;Spotify Advertising&nbsp;Spotify is the #1 podcast platform in the US and has grown to over 420M monthly unique registered users around the globe, over half of which are supported on the ad platform. Spotify advertising will help you reach and target your audience across devices, locations, and formats.&nbsp;YOOBIC&nbsp;Over 300 companies in 80 countries trust&nbsp;YOOBIC&nbsp;to drive their retail performance at scale, get real-time visibility into multi-location business execution, digitized task management, and more.&nbsp;KWI&nbsp;is the industry's only true...