In this episode of Take-Away with Sam Oches, Sam talks with Ronald Benjamin, senior director of guest and employee experience at Chipotle. Benjamin’s fingerprints are all over Chipotle, as he is in charge of customer care, social media, the employee service center and even the IT help desk. He joined the podcast to talk about that big job, how the guest and employee experiences are interconnected and how technology is bringing all of this together in one big opportunity to provide great customer service.

In this conversation, you’ll find out why:

• Technology is your centralized view into all things related to both customers and employees
• Leveraging AI and personalized hospitality today is not an either/or situation but a both/and
• You should be proactive in addressing anything that might go wrong for the customer
• Customers who had a bad experience get corrected tend to come back even more
• One of the best ways to support employees is to automate the mundane 

Have feedback or ideas for Take-Away? Email Sam at [email protected].