Three Questions with David Reid

What new innovations in customer service do you see on the horizon for the food industry?

The future revolves around convenience — getting hot, fresh food to customers where they actually want to eat at an appealing price. With changing transportation methods, innovations beyond the traditional drive-thru model are needed.

The restaurant industry is also primed for advancements through Data, IoT, and AI. Real-time demand insights and condition monitoring can optimize food production, balancing customer wait times and reducing waste from overproduction.

How can Chick-fil-A’s operational ideas carry over to other industries?

Chick-fil-A operates similarly to a high-variability, just-in-time manufacturing model across thousands of decentralized locations, making high-cost automation impractical. Instead, we prioritize instilling respect for products and customers within our teams — a universally beneficial approach across industries.

What do you hope to pass along in your keynote address and learn from others at the Annual Conference?

The Annual Conference provides an excellent opportunity for networking and creative problem-solving discussions. I plan to share best practices on culture-building, Lean approaches for adding value, and strategies for customer satisfaction.