Joanne Heyob is the Senior Vice President of Operations at WD Partners. WD Partners is global & integrated services that include strategy & insights, brand & design, operations planning & design, architecture & engineering and construction services, and much more. Joanne’s mission is to shape the future of customer experience through problem solving.

Here are a few highlights from this episode:

Featured takeaway: Shaping the guest experience through digital touch points.

“Why not have the digital kiosks be something that can help automate the order process. It can help upsell and provide more order accuracy. Digital touch points done right help to guest experience to become frictionless”

What is the most important aspect of the guest experience?

“The number one thing I would say is friendly people and a friendly smile!”

What are some successful tactics you’ve seen or tried lately?

“Considering what is happening for your associates. This means checking on the people behind the scenes. Aren they actually doing the preparation and cooking for the food? You need to make sure this step in the process is happening and efficient.”

Who deserves an Ovation in the restaurant industry?

McDonalds.

“McDonalds has done a tremendous amount of work regarding the digital experience with their app. By doing so, McDonalds has done a lot of work on improving their drive through efficiencies and order accuracy. They’ve really stepped up and heard what their consumers want, they’re going after it.”