What happens when AI isn’t built for people—but with them?

In this episode of Retail Intelligence in Action, sponsored by Microsoft, Ron Thurston sits down with Dave Glick, Senior Vice President of Enterprise Business Services at Walmart, for a rare inside look at one of the most ambitious, people-led AI transformations happening anywhere in retail.

Dave shares how Walmart is building AI capabilities at true enterprise scale—creating tools and platforms that empower campus associates today and ultimately support more than 1.5 million associates across the business. But this conversation isn’t about automation for efficiency’s sake. It’s about agency, ownership, and removing the friction that keeps people from doing their best work.

You’ll hear how Walmart is deploying:

1. Super agents that act as a single front door to work—routing tasks, knowledge, and workflows intelligently
2. Nano agents—small, purpose-built tools often created by associates themselves to solve real, everyday problems
3. AI-powered capabilities like real-time translation, intelligent prioritization, and workflow automation

One of the most powerful insights in this episode is how adoption actually happens. Instead of pushing new technology onto teams, Walmart created tools people pulled into their work—driving organic adoption, rapid iteration, and genuine enthusiasm. From late-night “vibe coding” sessions fueled by Diet Coke to hackathons where non-engineers build agents in minutes, Dave illustrates how culture—not code—determines success.

The conversation also explores how Walmart balances speed with responsibility. Rather than slowing innovation through fear, the company leaned into clear guardrails, trusted governance, and a shared belief that the biggest risk is moving too slowly. This mindset allows teams to learn fast, improve fast, and scale what works.

While Dave’s focus is enterprise operations, the impact reaches customers in a meaningful way. By reducing friction, eliminating root causes, and lowering operational costs, Walmart strengthens its Everyday Low Price promise—proving that associate empowerment and customer value are deeply connected.

At its core, this episode is a case study in what’s possible when technology and HUMAN PRIDE move together—and why the future of retail will belong to leaders who build AI that elevates people, not replaces them.

Key Takeaways:

1. Walmart is scaling AI in a way that restores agency and ownership to associates
2. Over 6,000 associates have been trained to build and deploy AI-driven solutions
3. Super agents and nano agents are transforming how work gets done—without overwhelming users
4. Real transformation happens when technology is pulled by teams, not pushed by leadership
5. Human-centered AI can drive efficiency, engagement, and long-term customer

Voices from the Frontline: AI in Action: Episode 2, Part 2

In this episode of Voices from the Frontline: AI in Action, host Ron Thurston takes listeners inside the Microsoft Experience Center in New York City, where frontline work, customer experience, and AI-powered tools come together in real time.

Recorded on the retail floor at the Microsoft Experience Center, this conversation goes behind the counter to show how frontline teams are using technology not to replace human connection — but to strengthen it.

You’ll hear directly from Jasmine, a frontline leader, as she walks through how tools like Microsoft Teams, Dynamics 365, and Copilot work together to remove friction from daily work. From live inventory requests and mobile POS to appointment scheduling and service support, this episode shows how AI helps associates stay present with customers — without breaking the conversation or leaving the floor.

Key moments include:

1. How real-time “live requests” keep associates connected while serving customers
2. How Copilot summarizes appointment history so customers never have to repeat their story
3. How AI-generated notes save time and reduce administrative burden
4. How intelligent agents support onboarding, training, and process consistency
5. Why speed, clarity, and confidence matter most on the frontline

This episode also explores the employee experience — showing how AI tools support new hires, enable multimodal learning, and help frontline teams stay organized during high-volume, high-pressure moments.

The takeaway is clear:

AI isn’t replacing frontline teams — it’s elevating them.

When technology works quietly in the background, people can focus on what matters most: serving customers, solving problems, and creating meaningful human connection.

This is what Retail Intelligence in Action really looks like — not in theory, but on the floor, in the moment, with real people.

🎙️ Featuring frontline insights from Microsoft

1. 📍 Recorded at the Microsoft Experience Center, NYC

Retail Intelligence in Action — Microsoft | Episode 2, part 1

A Limited Series with Ron Thurston

In this episode of Retail Intelligence in Action, host Ron Thurston takes listeners inside the Microsoft Experience Center in New York City to explore what frontline work looks like when AI is applied with intention, empathy, and clarity.

This conversation brings AI out of theory and onto the sales floor — where technology and humanity meet in real time.

Ron is joined by frontline leaders and associates from Microsoft to show how tools like Microsoft Teams, Copilot, and Viva are transforming communication, simplifying operations, and reducing burnout for teams across retail, healthcare, and hospitality.

Rather than focusing on “future promises,” this episode highlights what’s already happening today: AI helping frontline teams save time, reduce friction, and gain confidence — without complexity or disruption.

You’ll hear powerful, human examples of how Copilot supports people of all skill levels, how one source of truth can serve multigenerational and multilingual teams, and why starting small is often the smartest path to adoption.

This episode reinforces a simple but powerful idea:

Technology alone doesn’t transform work — people do.

And when the right tools are placed in the hands of the frontline, everything changes.

Key themes include:

1. How AI supports frontline teams without replacing them
2. Why clarity and simplicity matter more than perfection
3. How Copilot gives time back to managers and associates
4. The role of community, trust, and pride in frontline work
5. Why AI adoption must be human-centered to succeed

The future of frontline work isn’t coming.

It’s already here — and it’s human-powered.

🎙️ Featuring frontline insights from Microsoft

1. 📍 Recorded at the Microsoft Experience Center, NYC