Why Guest Experience Starts with GMs, with Justin Falciola of Deliverect
Update: 2025-09-09
Description
Justin Falciola, President of the Americas at Deliverect, joins Zack Oates to explore how technology and hospitality can work hand in hand. With leadership experience at Papa John’s and CKE, Justin has seen the restaurant industry from both the operator and vendor sides. He shares how Deliverect is helping brands scale profitably by connecting POS systems, delivery aggregators, and first-party digital platforms—all while keeping the guest at the center.
Zack and Justin discuss:
- Why Blockbuster failed and what restaurants can learn from it
- The critical role of GMs in shaping guest experience
- How data and curiosity help uncover guest insights
- Why operators should spend time working in restaurants
- The overlooked potential of the drive-thru
Thanks, Justin!
Links:
https://www.linkedin.com/in/justinfalciola/
https://www.linkedin.com/company/deliverecthq/
https://www.deliverect.com/en
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