EX = CX: the equation every frontline operator needs to know

Guest experience problems get treated like guest experience problems. A slow counter. A wrong order. A flat satisfaction score.

But pull the thread back far enough and it almost never starts with the guest. It starts with a team member who didn't have the schedule, the information, or the recognition they needed to do the shift well. And underneath all three of those gaps sits the same missing ingredient: trust.

QSR and Retail turnover runs as high as 135 percent. Losing one employee costs a restaurant around $5,864 once you count recruitment, training, and the productivity gap while a new hire gets up to speed. Meanwhile, highly engaged teams drive a 10 percent lift in customer loyalty and a 23 percent lift in profitability. Trust is the thing that turns a scheduled shift into a team that actually shows up for each other, and for the guest.

Join Jen Randle for a live conversation on why EX is the real lever behind every CX metric you're chasing, and what leading frontline operators are doing about it.

What you'll learn

Why every CX metric has an EX root cause
Speed of service, order accuracy, friendliness, cleanliness: all of it sits downstream of what's happening with your team, and how much they trust the systems around them. Learn how to trace a CX problem back to its actual source.

Where employee engagement breaks down most often
From schedules that never land to recognition that never reaches the frontline, learn the four most common gaps, the trust each one erodes, and which one is quietly costing you the most.

What operators making real progress are doing differently
A practical look at how leading brands are building trust through communication, recognition, and scheduling to move CX and EX together, not one at a time.