Lessons From the Field [Powered by Black Box Intelligence]
Learn how the top restaurant performers do it. With hosts like Victor Fernandez, Black Box Intelligence's Head of Insights and Knowledge, and Emily Bennett, Black Box Intelligence's Director of Customer Solutions.
Episodes
How does a career in operations prepare you to lead the people strategy for one of the most beloved breakfast brands in the South?
In this edition of Lessons from the Field, Black Box Intelligence CMO Andy Smith sits down with Belinda Kyle, Chief People Officer at Biscuitville. Belinda shares her unique career trajectory—starting in restaurant operations before transitioning into HR—and how that "boots on the ground" exper...
Episode 11 | 06/19/25
Episode Overview
From viral review stories and haiku responses to brand voice libraries and the power of AI, this conversation is packed with insights every restaurant leader needs to hear.
In this Lessons from the Field episode, Katie Garcia (Founder) and Susie Ragland (CMO) of Gather Media explore the ROI of responding to guests, the operational impact of listening to feedback, and why your star rating might b...
Episode 10 | 04/17/25
Episode Overview
Employee turnover remains one of the biggest challenges in the restaurant industry—but how can you use data to manage it more effectively?
In this Lessons from the Field episode, Jenilee Childs (VP of HR) and Darcy Dees (Director, HRIS & People Analytics) of Noodles & Company share how their team leverages benchmarking data to support operators with actionable insights.
Key Takeaways:
[Insi...
How Torchy’s Tacos Uses Guest Feedback to Drive Hospitality & Growth
Episode 9 | 04/03/25
Episode Overview
How does Torchy’s Tacos balance its bold, unconventional brand with exceptional hospitality? In this episode of Lessons from the Field, they will share how guest sentiment data shapes service strategy, operational decisions, and brand growth.
Key Takeaways:
[Insight #1] – Authent...
Recruiting and Retaining Staff to Support Aggressive Growth Goals
Episode 8 | 02/27/25
Episode Overview
Arlene Estrada Petokas (Chief People Officer) shares how Kura Sushi USA leverages a robust recruitment strategy to support their broader objectives.
Key Takeaways:
[Insight #1] – Leverage social media and marketing to attract top talent.
[Insight #2] – Invest in trainin...
How Leadership Leans on Data to Drive FP&A Strategy
Episode 7 | 01/22/25
Episode Overview
David Poole (CFO) and Celia Perez (VP of Finance) of Giordano’s share how they leverage restaurant industry benchmarks and their own data to drive company strategy.
Key Takeaways:
[Insight #1] – Leverage data to tackle industry challenges and stand out in a crowded market
[Insight #2...
Episode 6 | 12/18/24
Episode Overview
Michael Halen, Senior Restaurant Analyst at Bloomberg Intelligence, and George Kalamaras, Sr. Market Research & Insights Manager at Libbey Glassware, share how suppliers of products and services to the restaurant industry can build more successful businesses by leveraging restaurant industry data.
Key Takeaways:
[Insight #1] – Data-Driven Supplier Strateg...
Driving Success through Guest Satisfaction and Operational Excellence
Episode 5 | 12/12/24
Episode Overview
How do you take a struggling brand and turn it into an industry leader? A Restaurant Turnaround Strategy- just ask Roger Gondek.
With over 40 years in the restaurant industry—Gondek joined Twin Peaks in 2016 with a clear mission.
This isn’t just a success story—it’s a blueprint for any restaurant looking to thrive.
We break down th...
How Marketing Leaders at Keke’s Breakfast Cafe and Velvet Taco Drive Wide-Spread ASR Improvement
Episode 4 | 11/21/24
Episode Overview
For restaurant brands, understanding and acting on guest feedback is no longer optional.
It’s a critical factor in driving sales, improving operations, and brand health.
In a recent Lesson from the Field, industry leaders from Keke’s Breakfast Cafe and Velvet Taco shared how reviews shape the future of r...
Gen Now: Overcoming Challenges with Today’s Multi-Generational Workforce
Episode 2 | Originally posted 03/07/24
Episode Overview
With Baby boomers retiring, Gen Z, a force of 68 million, is entering the workforce, leading among hourly workers. This shift urges restaurants to rethink their approach to attracting and retaining employees. In 2024, restaurants focus on developing frontline managers to meet the demands...
Breaking Down the Casual Dining Chain’s 360-View of the Restaurant Experience
Episode 3 | 12/14/23
Episode Overview
Huddle House, a thriving casual dining chain in the US, has cultivated a culture of valuing feedback. They proactively gather customer insights at every touchpoint during the dining experience. Whether guests choose to order online, opt for curbside pickup, dine-in, or have their meals delivered, the ...
Turning Customers into Raving Fans: Lessons from Cult Fast Casual & QSR Brands
Episode 1 | 11/14/24
Episode Overview
Discover the secrets behind creating a highly successful cult brand in the fast-paced world of Fast Casual and Quick Serve Restaurants. Our expert panelists will reveal proven strategies and insights for setting brand standards, balancing people and technology, and looking ahead at industry predi...
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