CX Belongs in the C-Suite with Deena McKinley, Chief Experience Officer at Papa Gino’s Pizza and D'Angelo's Grilled Sandwiches

Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance.On today’s episode, we talk with Deena McKinley, Chief Experience Officer at Papa Gino’s Pizza and D'Angelo's Grilled Sandwiches. Papa Gino’s is a family-owned restaurant chain specializing in traditional thin-crust pizza. D’Angelo’s Grilled Sandwiches is a neighborhood-style sandwich shop chain in New England. In this episode, Deena discusses the rise of the role of Chief Experience Officer, leveraging automation to empower employees, and how the brand experience should begin internally.   Guest Bio:Throughout Deena’s career in marketing and advertising, she has achieved results by maintaining a focus on brands and enhancing the customer experience. With expertise in the retail and restaurant industries, she brings a critical understanding of the intricacies needed to develop and maintain a brand that customers will choose over and over again.—Guest Quote“I think it's really important to look at technology to create efficiencies that will help us grow our top line faster. So to me, the purpose of technology and where technology fits in all of this to help us grow our bottom line is that it compresses the middle of the P&L. You know, it pushes efficiency so that the top line can grow faster and push more flow through down to the bottom. And by doing that, your people are freed up to help do what they need to do to push the top line, which is to process things faster, and get better customer relationships so that they come back more and are more loyal. And all of the things that come from that ultimately drive more business.” - Deena McKinley Time Stamps**(01:51) - Deena’s career journey **(07:22) - What IS a Chief Experience Officer **(19:00) - Maintaining customer experience across a franchise **(31:48) - Deena’s predictions for the future of her industry **(41:42) - Sid’s final thoughts Sponsor:ServiceChannel brings you peace of mind through peak facilities performance.Rest easy knowing your locations are:Offering the best possible guest experienceLiving up to brand standardsOperating with minimal downtimeServiceChannel partners with more than 500 leading brands globally to provide visibility across operations, the flexibility to grow and adapt to consumer expectations, and accelerated performance from their asset fleet and service providers. Request a custom demo here. —Links Connect with Deena McKinley on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.