Technology Revitalized Guest Experience (Podcast)

In this  episode of "The Main Course,"  Johnny Tellez, VP of International Operations and Training at Focus Brands International, discusses how the customer experience has changed during the pandemic, the role technology has played in these changes, and how restaurants are adapting their use of technology to enhance customer experience.

In this conversation with host MRM Executive Editor Barbara Castiglia, Tellez talks about

  • The impact of the pandemic on international restaurant operations and how it required businesses to pivot rapidly, introducing new processes, and procedures.
  • The creation and implementation of the Customer Experience Center of Excellence, which provides international franchisees with support in their local time zones and languages.
  • The shift from traditional in-person visits to completely virtual audits of franchise locations, increasing the number of annual visits and fostering improved operational standards.