Shake Shack's Digital Playbook: More Tech, Same Hospitality?
That question came during a leadership transition and amid ambitious plans for growth. Digital orders were up, and average check sizes were higher, but the shift also raised new challenges. Would automation undermine the guest experience or change what it meant to work at Shake Shack? Could personalization and operational efficiency coexist with the company's hallmark hospitality ethos?
Harvard Business School professor Chris Stanton joins So and host Brian Kenny to discuss the case ' Shake Shack's Playbook for the Digital Era.' Together, they explore what it means to scale hospitality in a tech-driven industry and how Shake Shack is balancing brand values, digital adoption, and the evolving role of its frontline team.
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