Restaurants Reinvented: Putting Growth Back on the Menu

We’re talking about all things loyalty in this block-buster episode with Zach Goldstein, the CEO of Thanx. Zach and Jen discuss why loyalty is broken, with 80% of Fast Casuals and QSRs looking to improve and invest in better loyalty strategies.
 
The conversation emphasizes that the future of restaurant loyalty is here, now. It's data-driven, personalized, dynamic, and poised to redefine how guest loyalty is built and delivered for restaurant brands.

Moments to listen for:

• The true definition of “loyalty” 
• Shortcomings of "Loyalty 2.0" and the potential of "Loyalty 3.0”
• Learnings from other industries - hotels & airlines 
• The shift towards digital-first strategies
• Ways personalization has proven to improve engagement and customer retention
• The unspoken element all loyalty programs need to succeed (hint: it starts with a "C")

Related Assets:

Loyalty 3.0: Elevating Guest Engagement Through Deeper Insights
Qu’s 5th Annual State of Digital
Restaurant Loyalty is Stuck in Neutral, by Joe Guszowski

Thanx is the leading loyalty and guest engagement platform to grow restaurant customer lifetime value in the digital era - without relying on expensive discounts

Connect with Zach on LinkedIn

Check out Qu's Annual State of Digital for Enterprise QSR & Fast Casual Brands

Welcome to Part 2 in our "Best of" Series.  This episode doubles down on data (not for) dummies as we explore the transformative power of data in the connected restaurant. 

Our esteemed guests dive into all aspects of data beyond the numbers⸺specifically, its strategic role in driving innovation from the kitchen to the customer experience.

Top takeaways include: 

• How API ecosystems impact data collection and strategies  
• Innovative approaches for data storytelling 
• Presenting the data … Is the dashboard dead?!
• The skinny on data lakes, data models, and analyzing data in flow 
• Challenges and techniques for managing large volumes of data volumes efficiently
• Integrating real-time data for operational efficiency in the kitchen 
• How loyalty apps can help (or not) with data capture and customer engagement 

Hear how data-centric approaches can reshape the restaurant industry, especially when rooted in Artificial Intelligence (AI) and Machine Learning (ML). 

Guest soundbites from:
Phil Crawford (Adyen) / Josh Boshard (Savory) / Kelly MacPherson (Union Square Hospitality Group) / Darien Bates (FourTop Solutions) /  Meredith Sandland & Carl Orsbourn (The Digital Restaurant)

Related Episodes

• AI Inside & Outside the Four Walls – Phil Crawford, CKE
• The Future of Data Starts Here – Darien Bates, FourTop

Check out Qu's Annual State of Digital for Enterprise QSR & Fast Casual Brands

This is the first of a short 3-part series with top 2023 sound bites that are resonating deeply in 2024: Artificial Intelligence (AI), Data, and Platforms. This first episode delves into one of the year's most talked-about subjects: Artificial Intelligence (AI). The guests paint a hopeful picture of technology as a tool for enhancement, efficiency and automation--rather than displacement.

Join Jen as she is accompanied by industry luminaries: Phil Crawford, former CTO at CKE; Darien Bates CEO of Fourtop Solutions; Richard Shank, Sr. Principal & VP of Innovation at Technomics; and Bobby Yazdani, the visionary Founder of Cota Capital.

Moments to Listen for:

• How artificial intelligence can transform restaurant operations and enhance customer service.
• Using AI to manage inventory and customize dining experiences.
• Insights into AI's capacity to streamline tasks and predict trends.
• Voice ordering with reporting and analytics. 

And the biggest emphasis of the episode is that technology is built to support, not replace, human efforts.

Related Episodes

• AI Inside & Outside the Four Walls – Phil Crawford, CKE
• The State of Foodservice Technology - Richard Shank, Technomics 
• The Future of Data Starts Here – Darien Bates, FourTop
• Investing in the Future of Restaurants - Bobby Yazdani, Cota Capital

Related Assets: 

• Finally, an App that Saves Your Store Managers Time & Money
• 2024 State of Digital for Enterprise QSR & Fast Casual Brands

Check out Qu's Annual State of Digital for Enterprise QSR & Fast Casual Brands

Get ready for a blockbuster episode that's been cooking up for years! We've got the incredible Bobby Yazdani, the mastermind behind Cota Capital and lead investor in Qu, joining the party on Restaurants Reinvented with Jen Kern.

Jen and Bobby take a  ride through the thrilling intersection of restaurant tech and investment, following Bobby's epic journey from Tehran to the tech capital of Silicon Valley and Oracle. 

Bobby delves into his investment playbook, sharing the criteria and principles that guide him, learned from over 200+ investments from Uber to Google and Dropbox. They unravel the maze of the restaurant tech ecosystem, from its complexities and emotional connections to the innovation opportunities available today.

Hear Bobby wax poetic about leaning into the future of restaurants by building a stable, scalable platform company and culture committed to innovating on behalf of the industry. 

Moments to listen for:

• Conditions needed to build a successful platform company; expectations and timelines.
• The Cognitive Age - today's new new market cycle.
• The innovation playground created by the constant "tug of war" between customer expectations and operational efficiency.
• The importance of abstract thinking in technology to turn complexity into simplification.
• What it means to be a responsible financial and morale steward in the restaurant tech market.
• We talk Pizza! Bobby's love for pizza and the simplicity of it.

Related Episodes:

• The Big POS Reframe
• Here’s What Innovation Looks Like – Amir Hudda, CEO of Qu

Related Assets: 

• What is a Unified Commerce Platform and Why Does it Matter?
• Why 2023 is the “Year of Efficiency” for Restaurants

Connect with Bobby on LinkedIn

Check out Qu's Annual State of Digital for Enterprise QSR & Fast Casual Brands

Get ready to hear all the juicy data and trends that came out of Technomic's "State of Foodservice Technology" report. Our guest, Richard Shank is the Sr. Principal & VP of Innovation at Technomic and he shares all the leading insights from the report with us.

We focus on three main pillars defining the future of restaurant tech: 
1) the kitchen as the nucleus of the restaurant
2) the role of AI/ML - separating hype from reality
3) the evolution of customer loyalty programs

• Richard  emphasizes that all systems, from front-of-house to back-of-house, must align with the kitchen for a smooth customer experience. 
• Artificial Intelligence (AI) is not just a buzzword; it's a tool that can revolutionize the restaurant industry
• Restaurants need to innovate in the loyalty space, focusing on personalization and strategic rewards to truly engage customers.

Related Episodes:

• The Big POS Reframe
• Here’s What Innovation Looks Like – Amir Hudda, CEO of Qu
• AI Inside & Outside the Four Walls – Phil Crawford, CKE

• Why 2023 is the “Year of Efficiency” for Restaurants
• Technomic: Vital Insights for the Foodservice Industry

Check out Qu's Annual State of Digital for Enterprise QSR & Fast Casual Brands

In the latest episode of Restaurants Reinvented, Jen Kern dives deep into the current frazzled, tenuous state of POS and tackles head-first the broad misconception that “POS is Dead.” 

Jen clarifies market confusion by clearly stating that POS isn’t dead but is instead going through a massive transformation and evolution.

POS is no longer the main dish, it’s the side dish.

POS is neither Hero nor Zero.

Jen articulates the current evolution of POS as simply one of many order channels stemming off a data-driven and unified foundational platform. At Qu, this is what we call the Unified Commerce Platform.

Moments to listen for:

• Why POS has become an old habit in the restaurant industry
• How POS has evolved from Main Dish to Side Dish
• Why it's critical we cease saying "POS is Dead" and instead ask "How should my POS evolve to best serve my employees and guest needs in the future?"
• How to reset your framing of POS so you and your employees can embrace it once again, for what it is now today
• What's a Data-First Commerce Platform got to do with it? 

Related Episodes:

• What Does it Mean to Go “Beyond POS” – Amir Hudda, CEO of Qu (Part 3 of 3)
• How to Get Closer to Your Customer & What Does POS Have to Do with It? – Solomon Choi
• She’s a Game Changer – Kelly MacPherson

Related Articles: 

• 10 Components of a Unified Commerce Platform 
• The Big POS Reframe 
• POS is Dead, Right?

Connect with Jen on LinkedIn

Check out Qu's Annual State of Digital for Enterprise QSR & Fast Casual Brands

In this celebratory episode,  Chelsea Madden, Marketing Director at Qu, turns the tables on your hostess Jen Kern, CMO of Qu.

Reminisce with Jen & Chelsea as we look back on the past 3 years of the podcast.

3 years, 70 episodes, and thousands of reinventions later, these two marketing mavens muse over the collective beauty and struggle we’ve all experienced in restaurants and technology.

The Best News Yet … >> From deep in the pandemic to today’s challenges around labor, supply chain, and efficiency - the American Dream is still alive and well in restaurants! We’ve heard this loud and clear from every brilliant guest who has been on our podcast.

Thank you to all our gracious listeners for all your support these past 3 years. We could not have done it without all the generous and caring people in restaurants who exude hospitality from their core.

We love and cherish each and every one of you!

Your support and enthusiasm have continued to fuel our passion and commitment to this cause, empowering us to keep forging ahead with fresh perspectives and new-found inspiration.

Related Episodes:

Here’s What Innovation Looks Like – Amir Hudda, CEO of Qu (Part 2 of 3)
How to Support Restaurant Employees in Need – Sheila Bennett, CORE
Labor Series: We’re In The People Business – Amir Mostafavi

Connect with Jen and Chelsea  on LinkedIn

Check out Qu's Annual State of Digital for Enterprise QSR & Fast Casual Brands

Join our special guest Kelly MacPherson, from the mega-James Beard award winning Union Square Hospitality Group (USHG). More than a trailblazer, she's been a Game Changer for her entire career.  

Kelly shares her remarkable journey in hospitality and retail, from configuring her first POS network to becoming one of the early female CTOs -- and she continues to revolutionize how restaurants operate.

Despite plans for retirement, she canceled them to join USHG and lead their Technology and Supply Chain division, driven by the brand's core pillars of "Enlightened Hospitality," a term coined by their famous founder, Danny Meyer. 

Moments to listen for:

• Kelly’s mission to change how we deliver Reporting & Analytics.
• Her quest to use data for powerful storytelling.
• Building exceptional Employee-First Experiences with a mobile-first strategy.
• The Connected Restaurant. What it is and how USHG is delivering it.
• The timeless tech question: Best in Class or All-in-One Solutions?
• Importance of partnerships and open collaboration among tech companies.
• The journey to CTO and what convinced Kelly to come out of retirement.
• The path to achieving “Enlightened Hospitality,” and how USHG does it.

Related Episodes:

•     The Future of Data Starts Here – Darien Bates   
•      AI Inside & Outside the Four Walls – Phil Crawford, CKE
•      Here’s What Innovation Looks Like – Amir Hudda, CEO of Qu

Related Assets: 

•     Article: How Software Architecture Impacts Restaurant Performance 
•     White Paper: What is a Unified Commerce Platform? 

Connect with Kelly on LinkedIn
Setting the Table: The Transforming Power of Hospitality, by Danny Meyer 

Check out Qu's Annual State of Digital for Enterprise QSR & Fast Casual Brands

Two-time authors, Meredith Sandland and Carl Orsbourn, join Restaurants Reinvented for the second time!

Hear their predictions about the next big restaurant concept > the digitally native restaurant and key snips from their new book “The Path to Digital Maturity.” 

Moments to listen for:

• The key phases in the path to digital maturity
• How to better drive first-party data ownership
• The next new concept category to hit restaurants 
• SVB's influence on the startup tech scene
• Improving efficiency through AI
• Innovative approaches to off-prem dining through ghost kitchens

Related Episodes:

• Delivering the Digital Restaurant – Meredith Sandland & Carl Orsbourn
• Mastering the Digital Dance – Michael Chachula, CIO, Fat Brands
• AI Inside & Outside the Four Walls – Phil Crawford, CKE

Related Assets:

• 8 Digital Trends Shaping 2023
• The Path to Digital Maturity

Connect with Meredith & Carl on LinkedIn

Check out Qu's Annual State of Digital for Enterprise QSR & Fast Casual Brands

In this episode of Restaurants Reinvented, host Jen Kern from Qu invites Andrew Glantz, the founder of GiftAMeal, and Dan Sokolik, Vice President of Marketing at Lee's Famous Recipe Chicken, to discuss their partnership that aims to fight hunger and support local communities. 

GiftAMeal is a mobile app that enables users to provide meals to those in need by simply taking a photo of what they're eating at participating restaurants. The app has already facilitated the donation of 1.3 million meals and continues to expand its reach.

Moments to Listen for: 

• A unique solution to food insecurity
• The role of technology in GiftAMeal's success
• Lee's Famous Recipe Chicken embraces GiftAMeal
• Building the GiftAMeal advisory board and team
• The benefits and impact of the partnership on Lee's Famous Recipe Chicken > increased loyalty and social media reach.

Related Episodes: 

• How to Support Restaurant Employees in Need – Sheila Bennett, CORE
• AI Inside & Outside the Four Walls – Phil Crawford, CKE
• Accelerating Digital Transformation – Andy Rebhun, El Pollo Loco

Related Assets:

• GiftAMeal
• Lee's Famous Recipe Chicken

Connect with Dan on LinkedIn
Connect with Andrew on LinkedIn 

Check out Qu's Annual State of Digital for Enterprise QSR & Fast Casual Brands