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

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.

• 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.

Download the full report here: https://obvs.ly/Ron1

• 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.

• 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.

Register to receive the full report here: https://obvs.ly/Ron1

IBM