Listen Top Shows Blog

Russ Hawkins of Agilence on Using Data to Improve Guest Experience

Russ Hawkins of Agilence on Using Data to Improve Guest Experience

Update: 2025-06-13

Share

Description

Russ Hawkins, CEO of Agilence, joins Zack Oates to break down how restaurant operators can use data to improve guest experience, boost loyalty, and align teams. With a background spanning telecom, retail, and hospitality, Russ shares practical strategies for avoiding waste, tracking behavior, and turning missed expectations into long-term relationships.

Zack and Russ discuss:

Why personalization is the new loyalty
How to align the boardroom with the back-of-house
Using data to improve staff training and performance
What operators can learn from both QSR and fine dining
Why small moments—like remembering a name—still matter

Thanks, Russ!

Links:
https://www.linkedin.com/in/russhawkins/
https://www.linkedin.com/company/agilence-inc/
https://www.instagram.com/agilence_inc/
https://www.agilenceinc.com/

Comments

In Channel

Why Guest Experience Starts with GMs, with Justin Falciola of Deliverect

Why Guest Experience Starts with GMs, with Justin Falciola of Deliverect

2025-09-0919:40

From Football Field to Franchise Growth: Mark Moseley at Five Guys

From Football Field to Franchise Growth: Mark Moseley at Five Guys

2025-08-2517:12

How Drew Kimball of SpotOn Builds Loyalty Through Service and Tech

How Drew Kimball of SpotOn Builds Loyalty Through Service and Tech

2025-07-1517:02

Live from the National Restaurant Association Show

Live from the National Restaurant Association Show

2025-07-0127:07

From Gas Stations to 3,400 Units: Alice Crowder at Krispy Krunchy Chicken

From Gas Stations to 3,400 Units: Alice Crowder at Krispy Krunchy Chicken

2025-06-1819:09

Michael Lukianoff of SignalFlare on Using AI to Drive Smarter Restaurant Strategy

Michael Lukianoff of SignalFlare on Using AI to Drive Smarter Restaurant Strategy

2025-06-1616:59

Russ Hawkins of Agilence on Using Data to Improve Guest Experience

Russ Hawkins of Agilence on Using Data to Improve Guest Experience

2025-06-1314:02

Serving Hospitality for 75 Years: Ralph Lewis of Okeechobee Steakhouse

Serving Hospitality for 75 Years: Ralph Lewis of Okeechobee Steakhouse

2025-06-0916:31

From 16 to 75 Locations: Eric Robison’s Growth Journey at Rock N' Roll Sushi

From 16 to 75 Locations: Eric Robison’s Growth Journey at Rock N' Roll Sushi

2025-06-0515:16

Barry McGowan of Fogo de Chão on Climbing the Ranks in Hospitality

Barry McGowan of Fogo de Chão on Climbing the Ranks in Hospitality

2025-06-0218:54

Inside 3Natives: Anthony Bambino’s Guide to Sustainable Growth

Inside 3Natives: Anthony Bambino’s Guide to Sustainable Growth

2025-05-2918:50

How Savory Fund Powers Guest Experience at Scale with Josh Boshard

How Savory Fund Powers Guest Experience at Scale with Josh Boshard

2025-05-2721:08

Creating Guest Loyalty from the Inside Out with Amy Hom of Barcelona Wine Bar

Creating Guest Loyalty from the Inside Out with Amy Hom of Barcelona Wine Bar

2025-05-2320:26

Designing Dining Experiences with Sebastien Silvestri of The Dinex Group

Designing Dining Experiences with Sebastien Silvestri of The Dinex Group

2025-05-2122:31

Winning with Hospitality-Driven Catering with Pete Mora of Fajita Pete’s

Winning with Hospitality-Driven Catering with Pete Mora of Fajita Pete’s

2025-05-1917:56

Behind the Pizza: Building Community and Culture with Avery Ward

Behind the Pizza: Building Community and Culture with Avery Ward

2025-05-1619:24

Building a Brand on Love, Legacy, and Leadership with Jane Abell of Donatos Pizza

2025-05-1418:55

Inside The Great Greek’s Rapid Growth with Bob Andersen

Inside The Great Greek’s Rapid Growth with Bob Andersen

2025-05-1222:22

Preserving Culture Through Rapid Growth with Rob Ertmann

Preserving Culture Through Rapid Growth with Rob Ertmann

2025-05-0919:23

Behind the Growth of Bushfire Kitchen with Oliver Barwin

Behind the Growth of Bushfire Kitchen with Oliver Barwin

2025-05-0717:54

00:00

00:00

x

Russ Hawkins of Agilence on Using Data to Improve Guest Experience

Russ Hawkins of Agilence on Using Data to Improve Guest Experience

Ovation