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S2 EP09: Customer experience in the F&B industry
29 September, 2023

S2 EP09: Customer experience in the F&B industry

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Key content

In the era of rapid technological development, digital transformation is having a profound impact on industries, and the food and beverage (F&B) industry is no exception. This change has not only changed the way F&B businesses operate but also affected customer experience.

Digital transformation has brought many positive changes to the customer experience of the F&B industry. In the past, this industry focused primarily on sales, marketing, and improving the user experience during the service process. However, the COVID-19 pandemic had a profound impact and accelerated this digital transformation process. F&B businesses have quickly adopted technology, tools, and digital platforms to create a better customer experience and improve operational efficiency.

For large enterprises that own restaurant chains with large scale, customer experience management is becoming increasingly important, helping businesses expand new customer bases and increase the loyalty of existing customer bases.

Content sessions
1. 1:28 - Customer Experience (CX) and Employee Experience (EX) at Golden Gate
2. 7:38 - Factors contribute to seamless customer experience
3. 9:51 - Application of digital assisting the process of customer service and personalization
4. 13:04 - Current status and challenges Golden Gate faces while optimizing the customer experience
5. 13:22 - How businesses can find ways to approach customers
6. 23:59 - Golden Gate’s Green Transformation Strategies
7. 28:31 - How current businesses implement omnichannel in interacting with customers
8. 36:58 - Digital data management at Golden Gate
9. 43:02 - Advice for businesses in transforming people when applying digital technology
Mr. Dao The Vinh
Chief Executive Officer and member of the Board of Directors of Golden Gate Group
Mr. Hoang Nam Tien
Vice Chairman at FPT University, Former Chairman at FPT Telecom
Mr. Tran Huy Bao Giang
Chief Executive Officer at FPT Digital
Host Pham Ho Chung

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