This week on Modern Work Mondays, Nolan and Jeff are joined by special guest Ron Thurston, best-selling author of Retail Pride and Human Pride. Together, they discuss how technology and human potential are intersecting in retail today.

Aligning tools with real-world needs

Great customer experiences are fast, efficient, and aligned with what shoppers need in the moment. Technology helps deliver that, whether through mobile POS, two-way radios, or AI tools. But it's only part of the solution.

If tools are not intuitive or aligned with how frontline teams actually work, they will not be used effectively. And if employees are not trained or engaged, even the most advanced solutions will fall short for both associates and shoppers.

Before the tools comes clarity

When asked where new technologies like generative and agentic AI will make the biggest impact, Ron focused on the need for clarity. Before introducing any new tools, retailers need to understand the real problems. What’s slowing teams down? What do they actually need to be more effective?

Those answers come from the store, not just from head office. When teams are included early in the process, adoption rates increase dramatically. When they’re not, tools often go unused or miss the mark.

Even the best internal systems cannot make up for a clunky in-store experience. If shoppers still feel like their requests are going unanswered, the overall experience suffers. Just like Uber created trust through real-time updates, retailers can do the same by giving customers visible progress and clear communication.

The people behind the tech

Retailers have built apps, rolled out digital tools, and modernized customer journeys. But if shoppers can’t find help or are met with disengaged employees, the experience breaks down.

The fix isn’t always adding complexity. Often, it means simplifying with easy-to-use tech and well-supported, well-trained staff. No matter how advanced the tools, the in-store experience still hinges on human interaction.

That’s why supporting the people behind the tech matters. High turnover drains stores of valuable experience and increases costs. But when frontline teams have the right tools and opportunities to grow, they become more engaged and effective. Confident and supported staff are better equipped to create meaningful experiences for shoppers. Empower your teams, and they’ll empower your stores.

Bridging technology and human potential in retail

Modern tools can surface powerful insights, from video analytics to real-time employee feedback. But data alone doesn't drive change. Progress happens when leaders listen, act, and support their teams.

The goal is not to replace people with technology. It is to give them the tools they need to do their jobs better.

The technology is ready. Now it is about making sure it works for the people who use it.

Watch Episode 19 of Modern Work Mondays to dive deeper into how technology and human potential are reshaping retail.