Elevating Brick & Mortar

ServiceChannel

In today’s unpredictable economic landscape, consumer expectations are constantly evolving. In the face of these challenges, how do brands deliver a consistent and compelling customer experience? The world's most innovative companies are turning to an underappreciated function to gain a competitive edge: facilities. On this podcast, you’ll hear from the most successful leaders across industries. They’ll share how operations and facilities are driving brand performance by transforming facilities from a cost center to a revenue driver. Welcome to “Elevating Brick and Mortar.”

  1. JAN 28

    How to Scale Brands without Losing their Soul, Christopher Gumprecht, VP of Marketing and Information Technology at Craveworthy Brands

    Christopher shares a career spent in restaurants, not just behind a desk. He emphasizes the importance of focusing on KPIs before investing in technology, and standardizing operations while preserving your brands’ identity. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Christopher Gumprecht, VP of Marketing and Information Technology at Craveworthy Brands. Craveworthy Brands was founded in 2022 to invigorate legacy restaurant brands while nurturing and growing emerging brands.  GUEST BIO Christopher is a tech savvy restaurant leader with over 20 years of experience in food and beverage. He’s had roles in Restaurant Operations, Learning and Development, Marketing, IT, Software Development, and Sales. He spends his time giving back to his community by mentoring local students and helping entrepreneurs reach their goals. TIMESTAMPS 00:43 - About Craveworthy Brands 04:50 - Chris’ journey 10:02 - Competing for attention 13:16 - Gaining loyalty 15:52 - The promise of off-premise catering 23:23 - The challenge of tech in restaurants 36:21 - Today’s consumer expectations 42:46 - Where to find Chris 43:19 - Sid’s takeaways 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. LINKS Connect with Chris 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.

    43 min

  2. JAN 14

    Why Facilities Is Everyone’s Business, from the C-Suite to the Store Floor

    Paul discusses the evolving role of facilities management in retail and mutli-site operations. He talks about how facilities have shifted from being an “invisible engine room” to a highly visible, strategic function. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Paul Walsh, CEO and Founder of Path2Max. Paul dedicates his time and expertise to mentoring others in the industry and helps them pursue excellence. TIMESTAMPS 00:44 - About Paul 06:51 - The built environment and retail 13:55 - Where is the industry now? 23:47 - Be proactive, not reactive 30:37 - AI in the industry 37:57 - Shifting consumer expectations 41:34 - Avoiding burnout 45:46 - Where to find Paul 46:34 - Sid’s takeaways 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. LINKS Learn more about Path2MaxConnect 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.

    45 min

  3. 12/16/2025

    How Primark Blends Storytelling and Store Design, with Jessica Garbarino

    Jessica Garbarino of Primark U.S. discusses the challenges and opportunities of building brand awareness in a new country. She highlights the importance of storytelling and making emotional connections with customers. She and Sid dive into in-store experience, local community design, and a measured growth strategy.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. Primark is an international fashion retailer employing more than 80,000 colleagues across 17 countries in Europe and the US. It was founded in Ireland in 1969. Guest Bio: Jessica Garbarino leads internal and external communications for Primark in the United States. As a member of the US Leadership Team, Jess is part of the team growing the US business and taking Primark from an unknown brand to a mainstay for American shoppers across the country. Jess has worked across iconic brands in the US to build brand heat and connect consumers with purpose and values. Most recently Jess worked on Reebok's social purpose team, driving storytelling around Reebok's pillar social purpose program BOKS, now Active Kids Active Minds. Timestamps: 00:49 - About Primark 02:02 - Jessica’s journey 04:54 - Storytelling as a brand 08:00 - Introducing a new brand 11:08 - Do Americans shop differently? 17:35 - The myth of the mall 28:47 - How to focus on your staff 33:11 - Digital experiences in stores 40:20 - Where to find Jessica 41:55 - Sid’s takeaways 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. Links: Connect with Jessica 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.

    42 min

  4. 12/02/2025

    How FM Teams Drive Brand Success with Tom Kay, Managing partner at Efficio advisors

    Tom Kay says the industry is at an inflection point — with technology, talent, and consumer expectations all shifting at once. Tom describes how facilities can shape the customer experience every day, and has never been more essential. The teams who embrace data, modern tools, and continuous upskilling will lead the next chapter of the built environment.  Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. Today, we talk with Tom Kay, managing partner at Efficio Advisors. Efficio partners directly with CEOs and boards to cut through distraction, mitigate risks before they surface, and unlock sustainable growth. TIMESTAMPS 01:18 - About Tom 04:20 - Advising the industry 12:34 - Is FM misunderstood? 18:00 - The talent gap 31:00 - The impact of new tech 45:35 - Future thinking 52:42 - Where to find Tom 53:09 - Sid’s takeaways 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. LINKS: Connect with Tom 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.

    53 min

  5. 10/14/2025

    Reducing Downtime, Costs, and Carbon in One Move with Nish Kanapilly and Rahul Subramany, Co-Founders of Monaire

    Nish and Rahul discuss the major challenges facing our industry: high costs and complexity of traditional systems, a lack of real-time data, and the need for more proactive and predictive maintenance. Then they offer their solutions.  Welcome to Elevating Brick and Mortar, a podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Nish Kanapilly and Rahul Subramany, Co-Founders of Monaire. Monaire uses state-of-the-art diagnostics to predict HVAC and refrigeration issues before failure. Monaire promptly dispatches technicians to address issues, thereby preventing downtime, food waste, and energy waste.   About Nish: With 16+ years in HVAC, Nishant Kanapilly, a mechanical engineer and MBA, excels in sales strategy. Multiple sales awards highlight his success in expanding market share, revenue, and profit. A seasoned presenter at local and national conferences, he brings top-level insights from his role as Sales Leader at Trane Technologies. About Rahul: Rahul Subramany is deeply committed to addressing climate change and its effects on our world and all who live in it. At Monaire, he’s channeling this passion into action. He builds products to help the Monaire team deliver breakthroughs in sustainable heating and cooling technologies. The team’s goal is to significantly lower carbon emissions and pave the way for a greener, more sustainable future. TIMESTAMPS: 01:23 - About our guests 06:07 - What Monaire solves for 16:50 - Asset management 22:43 - Making management predictive 35:00 - Tying our business to our customers 41:00 - Why is sustainability so hard? 45:48 - Diving into AI 53:54 - Where to find our guests 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. LINKS: Connect with Nish on LinkedInConnect with Rahul 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.

    55 min

  6. 09/23/2025

    Transforming Frontline Work with Aaron Salow, CEO of XOi Technologies

    Aaron addresses the skilled trades gap, operational efficiency, and customer service. He also highlights the critical role of technology in supporting and elevating the skilled trades, and the future of tech in the industry. Welcome to Elevating Brick and Mortar. A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Aaron Salow, CEO of XOi Technologies. XOi provides digital tools for techs on site, and connects people from all part of the field service ecosystem with the equipment they service. GUEST BIO   Aaron Salow grew up around his family’s factory, where he worked through high school and college. As a professional, he continued to pursue work in manufacturing and construction. As an entrepreneur and an employee in these industries, he continued to grow his experience and admiration for the people that make this country run. Whether it was hub components for heavy trucks, or a clean room for the Department of Defense, the fingerprints of hard work and resolve was evident everywhere he spent time. Aaron quickly noticed that less and less people want to go into the skilled trades. He started XOi to solve the biggest problem every company in blue-collar industries are facing today: a skilled trades gap. They are struggling to answer the question: "in the face of a growing skills gap, how do we grow?" His mission at XOi is to help companies answer this question. TIMESTAMPS 00:28 - About XOi Technologies 01:02 - Aaron’s journey 04:52 - Reframing the college narrative 16:20 - Getting buy-in 29:51 - Evolving consumer expectations 35:48 - Let’s talk about AI 48:05 - Future thinking 49:35 - Where to find Aaron 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. LINKS Connect with Aaron 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.

    51 min

  7. 09/09/2025

    How to be a Store-In-Store Success with Joe Gordon, Chief Supply Chain and Technology Officer at Krispy Krunchy Chicken

    Joe describes his unique business model, which operates in convenience stores rather than standalone locations. With a focus on consistency, quality, and brand experience, Krispy Krunchy Chicken has grown to over 3,400 locations. Joe also highlights the importance of strong supply chain management, brand awareness, and good culture.  Welcome to Elevating Brick and Mortar.  A podcast about how operations and facilities drive brand performance. On today’s episode, we talk with Joe Gordon, Chief Supply Chain and Technology Officer at Krispy Krunchy Chicken. Krispy Krunchy Chicken operates nearly 3,400 quick-serve locations and provides foodservice solutions for convenience stores, truck stops, universities, casinos and more across the U.S. TIMESTAMPS: 00:21 - About Krispy Krunchy Chicken 01:05 - Joe’s journey 12:32 - Commitment of the licensee 14:47 - C-store consistency 19:14 - Scaling for growth 24:14 - Spreading brand awareness 31:14 - Industry trends 37:00 - Future thinking 44:00 - Where to find Joe 44:24 - Sid’s takeaways 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. LINKS: Connect with Joe on LinkedInConnect with Sid Shetty on LinkedinCheck out the ServiceChannel Website

    44 min

  8. SEASON 5 TRAILER

    Season 5 Trailer

    Tune in for Season 5, streaming wherever you get your podcasts.

    1 min
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About

In today’s unpredictable economic landscape, consumer expectations are constantly evolving. In the face of these challenges, how do brands deliver a consistent and compelling customer experience? The world's most innovative companies are turning to an underappreciated function to gain a competitive edge: facilities. On this podcast, you’ll hear from the most successful leaders across industries. They’ll share how operations and facilities are driving brand performance by transforming facilities from a cost center to a revenue driver. Welcome to “Elevating Brick and Mortar.”

Information

  • Creator
    ServiceChannel
  • Years Active
    2022 - 2026
  • Episodes
    64
  • Rating
    Clean
  • Copyright
    © ServiceChannel
  • Show Website
    Elevating Brick & Mortar