Steph So, Chief Growth Officer at Shake Shack, shares her insights on how technology reshapes the dining experience. She discusses the impact of self-service kiosks on labor dynamics, emphasizing the balance between operational efficiency and the human touch. Alongside Chris Stanton from Harvard Business School, they explore employee engagement strategies in fast food, the evolution of customer interactions through innovative tech, and surprising employee preferences for more challenging roles, highlighting how these changes enhance guest experiences.
