Mastering the Art of Tech Buy-In with Thuy Ngo-Shaw at Black Rock Coffee

We’re joined by Thuy Ngo-Shaw, Vice President of Learning and Development at Black Rock Coffee. Thuy brings over 25 years of experience in L&D, having led training initiatives for companies like P.F. Chang’s and SYNC3 Restaurant Solutions. Now, she’s spearheading Black Rock Coffee’s efforts to scale training for over 1,100 employees through web-based platforms. Thuy discusses her process of selecting and implementing tech solutions in the hospitality industry and shares her insights on building scalable training systems while maintaining company culture.

Key Takeaways:

(04:38) The tipping point for tech adoption is when personal or group training no longer scales.

(06:34) ROI is not just about the numbers. Quantitative and qualitative returns must be considered when implementing tech.

(08:05) Long-term tech partnerships are built on trust. 

(10:20) Selecting the right core team for tech implementation is essential.

(17:50) Engage end users early in the tech adoption process to create buy-in and improve training effectiveness.

(21:23) Measuring success takes time; be patient and set long-term KPIs.

(23:56) Capturing tribal knowledge through a resource library and SOPs ensures long-term success and reduces the risk of knowledge loss.

(29:46) No matter how advanced the technology, it will never replace the importance of people and organizational culture.

Resources Mentioned:

Thuy Ngo-Shaw -

https://www.linkedin.com/in/thuy-ngo-shaw-6367745/

Black Rock Coffee | LinkedIn -

https://www.linkedin.com/company/black-rock-coffee-bar/

Black Rock Coffee Bar | Website -

https://br.coffee/?srsltid=AfmBOopFhY-Z0dsfAdAgSSadVKqAkQ34Frb2IwC2oRUIaL2zTS72pG5p

Wisetail Website -

https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast

SYNQ3 Restaurant Solutions -

https://synq3.com/

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