Manage Complexity, Maintain Quality: Hospitality Tech with Jeff Miller

Today we talk with Jeff Miller, Chief Product Officer at Coates Group, about his extensive experience in retail and restaurant technology, emphasizing the role of digital transformation in enhancing customer and employee experiences across Quick Service Restaurants (QSRs). We explore the integration of digital and in-store experiences, the significance of mobile ordering and loyalty programs, along with the challenges of managing a complex partner ecosystem.

Looking forward, Patrick, Shelli, and Jeff discuss AI-driven innovations, the transition from static to dynamic digital environments, and the physical and technological trends that are reshaping the industry.

Jeff highlights the importance of scalable innovation, and goes deep on his commitment to balancing technological advancements, while maintaining essential human connections.

• (00:27) Meet Jeff Miller
• (01:21) Jeff's Role at Coates Group
• (03:51) From Construction Engineering to Tech Consulting
• (11:28) Innovations in the QSR Space
• (15:28) Global Growth and Customer Connection
• (15:41) Evolution of Menu Boards
• (16:17) Optimizing Customer Experience
• (17:54) Challenges in Restaurant Technology
• (19:29) Traditional vs. New QSRs
• (25:42) Future of Customer Interactions

Jeff Miller is the Chief Product Officer at Coates Group, and former Vice President of Retail Technology at Foxtrot. He has more than a decade of expertise in the retail and restaurant technology space, specializing in creating modern in-store experiences that seamlessly integrate with digital technology to enhance customer experiences. Prior to his leadership roles, Jeff earned his Bachelor of Science in Engineering from the University of Illinois Urbana-Champaign.

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Podcast episode production by Dante32.