Strategic Leadership Blog

In my role, I spend a lot of time talking with brands about customer experience and what actually keeps people coming back. One thing I keep seeing is that loyalty …

Hotel groups have spent years adding new ways for guests to connect. The harder question is whether the operating model behind those channels can actually keep up. According to Hilton’s …

Most customers do not think about restaurant technology until something stops working. The drive-thru line suddenly stalls. Mobile orders stop flowing correctly. An employee disappears into the back trying to …

Most quick-service restaurant environments are not short on technology. Walk into any modern store, and you will find state-of-the-art point-of-sale systems, digital inventory trackers, and robust training portals. Operations leaders …

I was talking with a convenience retail operations leader recently, and she said something that stuck with me: “We want to innovate with AI, but I don’t want some system …

"It’s a network issue." "No, the payment system is timing out." "Actually, the problem is with the fuel controller integration." For IT and operations leaders in convenience retail and fuel …