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Zack Oates is one of those rare entrepreneurs who mixes heart, hustle, and hilarity. From scooping ice cream at Friendly’s to ringing the NASDAQ bell as CEO of Ovation, Zack’s journey is a masterclass in customer experience innovation. In this lightning-round episode, he shares why feedback is broken in restaurants, how Ovation is using AI to fix it, and what actually drives guest loyalty (hint: it’s not the food).

You’ll want to hear his “faster than a tweet” explanation of how Ovation turns unhappy guests into loyal fans.