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13min chapter
#211: John Peyton, CEO of Dine Brands (Applebee’s, IHOP) – Stay agile in a changing world
How Leaders Lead with David Novak
Embracing Innovation in Customer Experience
This chapter emphasizes the importance of creating memorable customer experiences, particularly in the hospitality and restaurant industries. The speaker reflects on personal insights gained from challenges with online travel agencies and the implementation of AI technologies to drive creativity and agility in menu development. Through real-world examples, the chapter illustrates the necessity of a flexible mindset and urgent decision-making in fostering innovation and adapting to change.
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