Customer Experience was Changed by the Pandemic, But Technology Came in to Revitalize It

The world was forever changed by the COVID-19 pandemic, and the
customer experience industry, especially in the restaurant
sector, has faced unprecedented challenges and transformation.
The role of technology has been amplified, not only as a survival
tool during a time of social distancing and lockdowns, but also
as a driving force for long-term, meaningful change in how
businesses interact with their customers.


According to a survey by McKinsey, 75 percent of consumers tried
different stores, websites, or brands during the pandemic, and
many of these consumers expect to integrate the new brands and
stores into their post-pandemic lives. The stakes are high as
businesses grapple with the question: How do we evolve the
customer experience to meet these new realities and expectations?


In a recent episode of ‘The Main Course,’ host Barbara Castiglia,
who is also the Executive Editor of Modern Restaurant Management,
delves into this critical question with Johnny Tellez, VP of
International Operations and Training at Focus Brands
International. The conversation centered around 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.


Some important points of Castiglia and Tellez’s conversation
included:


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.



Johnny Tellez is the VP of International Operations and Training
at Focus Brands International, and has an impressive background
in overseeing operations and training needs across more than 60
countries and for five brands. Tellez provides valuable insights
into the challenges and opportunities presented by the pandemic.
He discusses how his team developed creative solutions to
maintain operations and deliver top-notch customer experience
during these turbulent times.