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Shake Shack’s test kitchen: Developing a good jobs and automation combo

HBS Managing the Future of Work

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Revolutionizing Customer Experience with Technology

This chapter examines how kiosks and technology are transforming customer interactions in restaurants, particularly during the COVID-19 pandemic. It discusses the balance between personalization and privacy, as well as the challenges of integrating technology with traditional food preparation methods. The conversation also highlights the 'second mouse strategy' at Shake Shack, showcasing how learning from competitors can enhance business operations.

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