ReThink Productivity Podcast

Send us Fan Mail Welcome to the inaugural episode of Rethinking CX , hosted by Simon Fraser & Simon Hedaux , where customer experience meets productivity at the intersection of emerging technology, operational strategy, and consumer behavior. In this episode, the hosts unpack the key macro forces shaping the modern business landscape—exploring how AI agents are transforming retail, why climate change is becoming an operational imperative, and how brands can avoid the trap of experience homogenization. Key Topics Covered: Moving Beyond Pure CX Metrics: Why organizations need to look past rigid NPS and employee experience (EX) scores to focus on genuine brand identity, employee behavior, and understanding the root "why" behind customer actions. From SEO to GEO (Generative Engine Optimization): Understanding the consumer shift toward generative AI tools (Gemini, ChatGPT, Copilot) for recommendations, and why brands must provide deep product data and crawlable site infrastructure to enable frictionless, agentic AI transactions. The Operational Impact of Climate & Weather: How rising temperatures and prolonged heatwaves affect labor productivity, supply chains, transport infrastructure, and store-level operations—and why resilient infrastructure investment is becoming essential for business continuity. The Threat of Brand "Same-ness": Analyzing the risk of experience homogenization caused by over-reliance on algorithms, shared playbooks, and trend-chasing—drawing parallels from sports analytics, consumer goods, and entertainment. Adam Mastroianni. The Decline of Deviance links: https://www.experimental-history.com/p/the-decline-of-deviance https://www.experimental-history.com/p/the-decline-of-deviance-2 #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail In this episode of Hedaux, Hogg & The Machines , Ed & Simon dive into seven chaotic weeks of AI developments and what they mean for the retail and hospitality sectors. From debunking extreme AI safety headlines to examining how autonomous agents are making purchases on behalf of consumers, this discussion breaks down the practical realities behind the hype. Key Topics Covered: Who Owns the Customer? The complex privacy, security, and margin-sharing challenges when orders pass through an AI agent, delivery platform, and retailer. AI Safety vs. Practical Reality: Cutting through the noise of AI doom statistics to understand model guardrails, sandbox testing, and why current models are already more than powerful enough for retail needs. The Rise of Autonomous Shopping Agents: How personal AI assistants with virtual "agentic cards" are booking cinema tickets, purchasing tech, and changing consumer buying habits. Advertising to Algorithms: Why marketing is shifting away from traditional human-facing ads toward conversational and agentic advertising strategies. Winning the "Agent Shelf": How brands and retailers must adapt their product listings, photographic evidence, and fulfillment speed to ensure AI agents pick their products. Black Friday & Q4 AI Surge: Preparing for a massive increase in agent-assisted shopping and evaluating the impact on click-and-collect logistics. #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail In this special recap episode of The Productivity Pulse , James , Sue , and Simon reflect on the key takeaways, sessions, and strategy insights from the recent Productivity Forum at the National Conference Centre in Birmingham. Joined by over 160 clients, industry leaders, and partners, the team breaks down the core themes of the event—from rethinking efficiency to pragmatic technology deployment and peak capacity management. Key Topics Covered: Retail & Footfall Insights: Hannah from MRI sets the stage with data on high street, retail park, and shopping center trends leading into peak trading periods. Rethinking Operational Efficiency: Why cost-saving is pivoting toward reinvestment, featuring Heart of England Co-op’s success in speeding up operations through stock simplification. Pragmatic Tech & AI Integration: Insights from Center Parcs, SSP, Simms & Associates, and Our Coop on why technology should amplify human capability—keeping humans in the loop rather than overcomplicating processes. Data Quality & Decision Making: The critical role of reliable data input and actionable analytics in driving operational changes. Managing Peak Capacity: Lessons from Greene King and hospitality leaders on handling demand surges, agile testing, and fast-failure learning mindsets. Fireside Chat with Sarah Willingham: Highlights from Sue’s stage interview with the investor and former Dragons' Den panelist. Resources & Next Steps: Save the Date: Register now for the next Productivity Forum on September 8th, 2027 , at the National Conference Centre, Birmingham! Download the Report: Access the full Productivity Benchmarking Report #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail Why do operational bottlenecks persist even when you have access to performance data? In this episode of The Productivity Pulse , James , Sue , and Simon discuss how qualitative research bridges the gap between knowing what your workforce is doing and understanding why they do it. The team shares real-world case studies from recent client projects—ranging from store managers stuck resolving minor issues to HR teams battling mismatched software systems. In this episode, you’ll discover: What vs. Why: The distinction between observational role studies and deep-dive qualitative interviews. The "Sock Drawer" Effect: Why disorganized systems waste energy and how employees describe their operational friction. Managerial Coaching Dynamics: How identifying "learned dependence" in underperforming stores creates clear pathways for sales growth. The Power of Anonymity: How structured, active-listening interviews give staff the confidence to share authentic, actionable insights. Resources: To learn more about our qualitative research services, visit our website ReSearch or connect with the team on LinkedIn. #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail In this episode of the Productivity Podcast, we speak with Kayleigh Fazan , founder of the International Retail Academy , to discuss why transforming the customer experience has to start behind the scenes. Kayleigh shares her insights from over 20 years in retail, explaining why true productivity is all about empowering leaders, building team confidence, and getting the basics right. Here are the key takeaways from our conversation: Behavior Over Metrics: Retail leaders often fixate on lagging indicators like conversion and ATV that only show what happened yesterday. To genuinely improve productivity, managers must focus on the daily behaviors that create those results. The Power of Service: Delivering an exceptional, consistent customer experience is one of the most commercially productive activities a retail business can perform. Targeted Training: Overwhelming part-time staff with massive libraries of learning materials is highly ineffective. Businesses should instead empower their leaders to separate critical, "must-do" training from optional "nice-to-have" learning. Sustainable Growth: Retailers cannot simply cut costs to achieve growth. Adopting a bottom-up approach to customer service naturally boosts commercial numbers, which in turn allows for future budget growth. 📅 Save the Date! Join us live at the Productivity Forum on 10th September in Birmingham. 🎟️ Secure your spot: ReThink Forum 2026 Download a copy of our first ReThink Productivity Retail Report #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail In this episode, Sue and Simon explore essential resources for enhancing productivity and validating business cases. If you're seeking insights to inform your next project, this conversation is packed with valuable information. Case Studies : Learning from the Best Sue highlights the importance of case studies for anyone looking to build a solid business case. These real-world examples provide a deep dive into specific projects, showcasing what clients aimed to achieve and the results they accomplished. This firsthand knowledge can guide you in tailoring your own strategies. "If you're trying to think about what will be the business case for a particular project, it's a good one to drill into and find out what somebody else's experience was." — Sue Whitepapers : Broadening Your Understanding In addition to case studies, Sue discusses the wealth of knowledge available in white papers. These documents offer a broader introduction to topics like improving productivity and workload modeling, featuring multiple case studies to illustrate different approaches. Ideal for those still narrowing down their options, whitepapers can provide the general learning needed to kickstart your projects. "If you're still thinking about what you should be doing and want to get some general learning about what other people have done, then the white paper is a great place to start." — Sue Further Learning : Books and Courses Simon and Sue also touch on the book Every Second Counts , which compiles frequently asked questions and offers practical insights along with various case studies. This resource is particularly beneficial for those looking for quick wins in their productivity efforts. From foundational training courses at the ReThink Academy to specialised workshops on workload modeling and methods study, there are numerous opportunities for deeper learning. As Sue notes, these courses can equip you with crucial knowledge and skills whether you're new to productivity or seeking a fresh perspective. Upcoming Events and Resources Don't forget to sign up for the ReThink Forum 2026 happening on September 10th in Birmingham. With over 200 episodes of the Productivity Podcast available, there's a wealth of information at your fingertips. Additionally, Simon and Sue announce a pause on the Basket and Barometer series, making way for new conversations, including the intriguing Hedaux Hogg and the Machines , focusing on AI's role in retail and hospitality. #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail This month on the productivity podcast Ben Collier , co-founder at Ocasta discusses how streamlining store communications is helping drive actionable tasks, frontline micro-learning, and better sales conversions, and looks ahead to when AI will automatically guide managers through effective team coaching. Key takeaways: From Consumer Apps to Frontline Operations: How a serendipitous project shifted Ocasta from building consumer apps for major brands into creating user-friendly, bespoke operations platforms for retail enterprises. Removing Operational Guesswork: Why turning disguised head-office communications into clear, actionable tasks with real-time visibility eliminates confusion on the shop floor. Micro-Learning in the Flow of Work: How extending traditional knowledge bases into bite-sized, AI-generated training allows store teams to access and complete critical standard operating procedures in just minutes. The AI-Powered Coach: A look ahead at Ocasta's upcoming AI coaching assistant, designed to analyse real in-store observation data and provide managers with tailored action plans and prompts—removing the guesswork from human judgment. Ocasta Webinar: Watch the Webinar Ben mentions in the Pod Event Alert: Catch up with Ben and the Ocasta team to get an early look at their new AI coaching assistant at the upcoming Productivity Forum. 📅 Save the Date! Join us live at the Productivity Forum on 10th September in Birmingham. 🎟️ Secure your spot: ReThink Forum 2026 Download a copy of our first ReThink Productivity Retail Report #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail In this debut episode of "Hedaux, Hogg & the Machines" , host Simon is joined by guest co-host Ed Hogg , CEO of SolvedBy.ai . Together, they explore the fast-moving state of AI technology and its practical applications across retail, hospitality, and customer-facing environments. Key takeaways: 🔹 Data Security: Why enterprise security settings matter when using LLMs and the hidden risks of unvetted open-source models. 🔹 Head Office Efficiency: How area managers are using AI agents to automate weekly store action plans in minutes. 🔹 Shop Floor AI: How retail giants like Walmart, Tesco, Lowe's, and M&S are rolling out AI tools to frontline teams. 🔹 What’s Next: What to expect from upcoming models, enterprise forecasting tools, and the realistic timeline for store robotics. 📅 Save the Date! Join us live at the Productivity Forum on 10th September in Birmingham. 🎟️ Secure your spot: ReThink Forum 2026 Download a copy of our first ReThink Productivity Retail Report #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail This month on our business productivity podcast, we spoke to Will Eadie , Chief Strategy Officer at WorkJam. We discussed how Task Management tools are helping drive compliance, productivity and colleague engagement, and looked ahead to when systems will automatically suggest actions, saving even more admin time. Key takeaways: Productivity Drives Engagement: Why giving frontline workers clear expectations and streamlined tasks boosts overall job satisfaction and engagement. The £6.25 Billion Opportunity: Insights from the Rethink Productivity 2026 report, highlighting the massive savings organizations can unlock by managing capacity intelligently. From Insights to Execution: How AI is moving beyond data-dumping to provide store managers with actual decision support and dynamic task prioritization based on real-time signals like footfall and POS transactions. Democratizing Tasks: Real-world examples of how digital collaboration platforms allow managers to assign tasks based on skill and availability, keeping operations running smoothly even across differing shift patterns. The Autonomous Frontline: A look ahead at the next 12 months, predicting a shift toward systems that automatically suggest optimized actions—freeing managers from administrative burdens so they can focus on coaching teams and serving customers. Event Alert: Catch up with the WorkJam team at the Rethink Forum on September 10th in Birmingham. 📅 Save the Date! Join us live at the Productivity Forum on 10th September in Birmingham. 🎟️ Secure your spot: ReThink Forum 2026 Download a copy of our first ReThink Productivity Retail Report #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail We sit down with Peter Kuhlang , CEO of the MTM Association, to unpack MTM as a process language that turns work description into reliable time standards. We also test the hype around AI by looking at how video and motion data can speed up analysis without losing credibility. • Peter’s path from industrial engineering to leading MTM globally • What MTM is and why predetermined motion time systems matter • How the MTM Association maintains methods, rights, and training standards • Picking the right MTM method based on repetitiveness and detail needed • The top benefits we see in practice: transparency, standardisation, cost planning • Where AI helps and where human judgement still has to step in • How MTM Motion validates AI-identified motions into a correct MTM analysis 📅 Save the Date! Join us live at the Productivity Forum on 10th September in Birmingham. 🎟️ Secure your spot: ReThink Forum 2026 #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail The countdown is officially on. We are just two months away from the annual Productivity Forum on September 10th in Birmingham , and this week on The Productivity Pulse , we’re giving you an exclusive sneak peek at what’s in store. With over 150 operational and productivity leaders already registered, this year’s event is shaping up to be our biggest and most impactful yet. Join hosts Sue , Simon & James as they break down the 2026 agenda, which is built entirely around real feedback from the industry and our latest retail report. Rethinking Efficiency: How leading businesses are tackling rising costs by smartly reducing task loads in-store. Deploying Tech Pragmatically: Moving past the hype to look at real-life success stories in implementing workforce and task management tools. Managing Capacity Intelligently: A cross-industry look (retail + hospitality) at how to protect and maximise your peak trading periods without burning out your resources. Our 2026 Keynote: We are thrilled to welcome serial entrepreneur and ex-Dragon Sarah Willingham , who will be sharing her hospitality and business wisdom! Insider Tips: The team shares their top strategies on how to network, collaborate, and get the absolute most out of the day. 📅 Save the Date! Join us live at the Productivity Forum on 10th September in Birmingham. 🎟️ Secure your spot: ReThink Forum 2026 #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail Diane Wehrle CEO at Rendle Intelligence and Insights joins Simon for their monthly chat We take a look at May’s retail and economic signals, where the mood stays low but the sales numbers finally lift. We tease out how heat, online shopping, and where people choose to spend time reshape the outlook for high streets, retail parks, and seaside towns. • Consumer confidence stuck at minus 23 on the GfK index • Unemployment improving slightly to 4.8% • Retail sales rising year on year across BRC and ONS measures • Online spending driving much of the uplift, especially in non-food • Fashion outperforming food on value growth, with different online shares • Footfall declining overall, with retail parks holding up better than high streets and shopping centres • How extreme heat changes destination choice and town centre comfort • Lessons from the US out-of-town, climate-controlled shopping model • Hospitality and fast fashion adapting quickly to weather-driven demand • Summer trading patterns by location, with seaside towns relying on August like Christmas 📅 Save the Date! Join us live at the Productivity Forum on 10th September in Birmingham. 🎟️ Secure your spot: ReThink Forum 2026 #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail What separates guesswork from actual, sustainable efficiency? Professional training. In this episode, our resident experts— Sue , Simon & James —are joined by special guest Phil to break down why credible productivity work must start with the right foundations. They dive into how the ReThink Academy is shaping the next generation of industry experts through our four core courses: Introduction to Productivity – Building the baseline Work Study – Measuring the essentials Method Study – Designing smarter workflows Labour Modelling – Optimising your workforce Ready to level up your team's capabilities? 🌐 Explore the Academy: ReTime Academy 📅 Save the Date! Join us live at the Productivity Forum on 10th September in Birmingham. 🎟️ Secure your spot: ReThink Forum 2026 #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail Diane Wehrle CEO at Rendle Intelligence and Insights joins Simon for their monthly chat April’s numbers look grim on the surface, but Easter timing shifts spending into March and distorts the year on year story. We discuss the real signals behind falling footfall and softer sales, then ask what rising costs and uncertainty are doing to jobs, confidence and everyday choices. • Easter timing and strong comparables shaping the headline results • Footfall declines across high street, shopping centres and retail parks • BRC sales turning negative and what that suggests about demand • Beauclair town-centre spend falling with discretionary categories hit hardest • Inflation cooling overall while hospitality and transport stay high • The “how expensive is too expensive” question and what markets will bear • Unemployment at 5% with much higher youth unemployment • Wages keeping pace with inflation for those in work • Consumer confidence staying low and driving caution • Experiences still winning over material purchases #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail We recorded our first live ReThink Productivity podcast at the Retail Technology Show after-show party, talking candidly about what retail tech is actually doing for productivity right now. Chris Chandler and Steve Young share what is changing with AI, wage pressure, training, and the practical realities of running stores on land and at sea. • AI at the show feeling more integrated and less like marketing • Cruise ship retail productivity focused on freeing time for guest experience and sales • Training challenges with rotating contracts and the value of app-based learning • AI forecasting as a key lever, especially when demand varies by itinerary • National Living Wage at £12.71 pushing retailers beyond “low-hanging fruit” tech • Shifting focus towards operating models, partners, and commercial arrangements • AI workflow management to drive the right task at the right time • Supply chain visibility and QR codes for end-to-end product tracking • Funding AI through a mix of labour efficiency and sales growth Download your copy of the Retail Report #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail We gave Notebook LM our first ReThink Productivity Retail Report NotebookLM digs into why shops can look perfectly staffed and still fail you at the checkout or on the shop floor, then trace the problem back to how retail measures efficiency. We use the ReThink Productivity Retail Report 2026 to show how a push for 100% utilisation creates a capacity cap that burns out colleagues and leaks sales • The £6.25bn annual opportunity hidden inside “wasted” labour time • How the efficiency index is built and why 80% is healthier than 100% • the capacity cap and why small disruptions collapse service • Demand-led rotas that protect peak trading hours and use quiet periods well • Security tagging as a labour cost that can exceed the value it protects • Omnichannel services that add seconds which turn into queues • Self-checkout friction and why design beats blame • Pragmatic tech wins like electronic shelf labels that lift morale Download your copy of the Retail Report #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail Diane Wehrle CEO at Rendle Intelligence and Insights joins Simon for their monthly chat We read the March 2026 retail and economic data against a month shaped by war and an early Easter, where strong headlines hide weaker high street reality • March footfall rising year on year but flattered by a weak 2025 comparison • BRC sales growth driven mainly by food as households buy ahead of Easter • Non-food sales growth lagging inflation and remaining fragile • High street sales down sharply with food and drink spend falling hardest • Pay-cycle spending patterns and how Easter timing shifts monthly demand • GfK consumer confidence sliding with personal finance views turning negative • Inflation pressure from housing and fuel costs pushing consumers to save more • Major purchases feeling riskier as caution rises • Unemployment dipping while economic inactivity increases, changing the real story • War-driven fuel prices feeding uncertainty with a possible staycation upside Download a copy of our first ReThink Productivity Retail Report #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail Sue , Simon , & James share the top-line findings from ReThink Productivity Future Retail Ready Benchmarking Report and explain how a £6.25bn opportunity could be unlocked. They walk through six golden rules to improve store performance, protect customer experience, and avoid hidden workload that quietly harms sales. • Why retailers feel the squeeze after the ‘easy wins’ are gone • The efficiency index and why 80% is the realistic target • How running above 80% removes the cushion for peaks • The productivity paradox where cost cuts can damage sales • Managing capacity intelligently with better demand modelling • Simplifying security so tagging does not erode profitability • Unlocking self-checkout by reducing interventions and friction • Designing services deliberately so complexity does not swamp teams • Deploying technology pragmatically with training and real ROI Download the report , have a read, get in touch with any questions #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail Hear directly from our experts— Sue , Simon , & James —who share real-world trends, new data findings, and actionable productivity insights We share the latest ReThink Academy training updates and why we built courses we wish we’d had when we first stepped into productivity and workload modelling roles. We also unpack how measuring work can remove customer friction, from mobile phone sales processing to the daily annoyances of hotel check-in, and why buy-in makes or breaks operational models • ReThink Academy expansion and what’s new • Introduction To Productivity course for new starters and teams • Workload Modelling course and the wider ecosystem around it • Method study as a practical process improvement framework • Time and motion study, work measurement and MTM pathways • Why productivity data supports better customer experience • Mobile phone retail example where processing time dominates • Workload model trust, overstaffing vs understaffing and queue impact • Retail Technology Show and benchmarking report launch plans We will be at the Retail Technology Show (RTS) the 22nd and 23rd of April at the Excel in London Book a meeting at RTS #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn

Send us Fan Mail Diane Wehrle CEO at Rendle Intelligence and Insights joins Simon for their monthly chat They break down why February 2026 turns into a tough month for UK retail, with record rain dragging down footfall and high street sales. They also zoom out to consumer confidence, inflation pressures, and the April policy changes that could reshape hiring and costs. • Record wet weather and why it hits retail demand fast • Footfall declines across high streets, centres and retail parks • High street debit card sales tracking below last year • Category performance across fashion, food and drink, general retail, grocery, health and beauty • GfK Nielsen consumer confidence falling and what it signals for March • Major purchases weakening and the savings index rising • Inflation staying at 3% overall while essentials run hotter • Discounting effects in clothing and muted inflation in big-ticket categories • Average transaction value rising in food and drink and health and beauty • National Living Wage and National Minimum Wage rises from 1 April • Key headlines from the first phase of the UK Employment Rights Act #theproductivityexperts Download a copy of the ReThink Productivity Retail Report Connect to Simon on LinkedIn Follow ReThink on LinkedIn