How do you transform thousands of frontline colleagues from overloaded and under-informed to connected, confident, and AI‑enabled, without breaking the stores?

In this episode of The Retail Podcast, Alex sits down with Chris Chandler (Head of Store Support, Midcounties Co‑op) and Mark Williams (Managing Director, WorkJam EMEA) to unpack a full frontline transformation: from paper, WhatsApp groups and scattered comms… to a single digital frontline platform with 90%+ activation and the removal of many tasks removed in just 12 months.

🔊 Guests

Chris Chandler – Head of Store Support, Midcounties Co‑operative

Chris has spent nearly three decades in retail with Midcounties Co‑op, including time as store and district manager. Today he leads store support, loss prevention, communications, operating model, simplification and continuous improvement across a diverse estate spanning food, travel, childcare and utilities.

Mark leads WorkJam’s European expansion and brings 16 years of global retail operations experience from Shell. His focus: where technology meets process, and how digital tools unlock productivity and engagement for frontline teams.

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💬 Which of these trends do you think will shape the future of retail the most — and why? Share your thoughts in the comments below!

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➡️ Hosted by Alex Rezvan and joined by some of the most respected voices in the sector, The Retail Podcast brings sharp, actionable insights from industry veterans with backgrounds at Microsoft and Verizon, where projects worth over $1.5 billion were directed. Our mission is to help retailers and businesses that sell to retailers anticipate change, embrace technology, and unlock new growth opportunities.

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⏱️ Timestamps

00:00 – Cold open: Mark on AI agents and intelligent frontline processes

00:24 – Welcome back to The Retail Podcast

00:43 – Chris’s role and the Midcounties Co‑op context (estate, regions, sectors

02:03 – Mark’s background and WorkJam’s mission in EMEA

02:48 – The problem: overloaded, fragmented frontline communication

03:59 – From task chaos to a single digital frontline platform

05:09 – Listening to the frontline: surveys, colleague councils, store visits

06:01 – The forgotten frontline in digital transformation

07:30 – Productivity, compliance, Natasha’s Law and value pockets

07:58 – Culture shift: what’s a task vs what’s a communication?

09:28 – Cutting task volume: 750k+ tasks removed and better data

11:09 – AI for the frontline: agents, instant answers and learning triggers

13:08 – Visual merchandising, computer vision and automated replenishment

14:16 – AI for photo validation and faster central decision‑making

15:08 – Privacy, WhatsApp groups and tackling “shadow IT”

17:07 – Safer social channels and peer‑to‑peer support at scale

#TheRetailPodcast #coop #MidcountiesCoop #Retail, #FrontlineWorkers, #AIinRetail, #WorkJam