Nathan Bricklin joins 4xi as Senior Consultant, Global Workplace Experience At 4xi Global Consulting, we believe that the future of work is defined by organizations that successfully align strategy, workplace experience, and human performance. To support this mission, we are pleased to welcome Nathan Bricklin  as Senior Consultant, Global Workplace Experience. Nathan brings deep expertise in enterprise workplace transformation, helping organizations translate high-level strategy into operational reality. His work focuses on aligning leadership, workplace systems, digital platforms, and employee voice to create environments where people can perform at their best. Prior to joining 4xi, Nathan served as Executive Director of Global Workplace Experience at Wells Fargo, where he led workplace and employee-facing digital transformation initiatives across an organization of more than 150,000 employees in hundreds of global locations. In this role, he worked at the intersection of HR, technology, real estate, and corporate functions, guiding enterprise leaders through complex change while ensuring workplace strategies were clearly understood and effectively adopted. WPx: The Workplace Experience System Nathan’s approach centers on closing the gap between strategic intent and the day-to-day employee experience. He believes that transformation succeeds when organizations design not only for operational efficiency, but also for clarity, consistency, and credibility in how work is communicated and experienced across the enterprise. At 4xi, Nathan will work with clients to design scalable, human-centered workplace experiences that reduce friction, improve employee effectiveness, and strengthen alignment across leadership teams. His work spans workplace strategy, internal communications, digital platforms, engagement programs, and change management, helping organizations navigate transformation while maintaining strong employee connection and engagement. Nathan is known for his ability to turn complexity into clear direction, helping organizations design workplace systems and experiences that scale globally without losing their human dimension. In addition to his consulting work, Nathan holds an MBA from the UC Berkeley Haas School of Business and a BS in Finance and Investments from Babson College. He has served as an adjunct instructor at NYU’s School of Professional Studies, where he has shared insights on workplace strategy and transformation. Nathan’s expertise further strengthens 4xi’s ability to support organizations navigating the evolving future of work - helping leaders design workplaces that are intentional, effective, and built for the modern employee experience. Welcome to the team, Nathan. To learn more about how Nathan and how 4xi can support your transformative journey, visit our website www.4xiconsulting.com or reach out to Nathan directly at nathan@4xiconsulting.com Let’s start building the future together. 4xi Global  is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. WHAT WE DO We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy, Design & Operations TRUE NORTH©: Strategic Partnership & Growth Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking Project Management Office Food Craft Culinary Consulting CREATE. : Graphic Design and Creative Services DATAxi: Data Ingestion and Visualization Explorers Innovation Directory: Gateway to Innovation 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

The Definition of Hospitality (and Why It’s Harder Than You Think) Ask a room full of hospitality professionals a simple question, “What’s the definition of hospitality?” and you might expect a confident, unified answer. Instead, you might get blank looks…followed by a dozen or more different responses. Recently, I experienced exactly this during a workshop where we were exploring the meaning of hospitality. As the conversation went around the room, it struck me that everyone had a slightly different interpretation. Some talked about service. Others about food, amenities, design, or atmosphere. All valid. But none quite captured the whole picture. Around the same time, I came across a short post on Instagram that stuck with me: Good salespeople sell features. Great salespeople sell benefits. Super salespeople sell feelings. That simple idea suddenly reframed the conversation for me. Because perhaps the true definition of hospitality isn’t about what we provide, it’s about how people feel as a result. Looking Beyond Hotels and Restaurants During the workshop, we were asked another question: “Which organizations deliver the best hospitality experiences?” Naturally, my mind first went to some of my favorite hotels and restaurants. But then I found myself thinking about companies outside what is traditionally termed as hospitality. Take Apple as an example: Walking into an Apple Store is rarely stressful. The products are intuitive, the environment is calm, and if something goes wrong you can walk up to the Genius Bar and speak with someone who helps get your digital life back on track. The experience is easy to use, easy to consume, and reassuring. But more importantly, it’s about how being an Apple customer makes you feel: confident, supported, and in control. Then I thought about Mini: Few car brands celebrate personalization quite like Mini. With countless configuration options, owners can design something that feels uniquely theirs. The result isn’t just a vehicle; it’s pride of ownership. You don’t just drive a Mini. You feel something about it. And that feeling is the essence of hospitality. I thought about my air travel experiences: As a longtime customer of American Airlines . How I feel safe, comfortable, I can rely upon them to traverse my experience from A to B. I think about the ease of my travel experience, how they treat me as a frequent flyer. I think about the oasis the AA lounges provide me. You don’t just fly with your favorite airline; you build trust and loyalty as a repeat customer. Hospitality in the Workplace The workshop itself was focused on employee experience design for a prominent financial services firm. As we talked, something interesting happened. The conversation gradually moved away from food, amenities, and perks and toward something much more meaningful: human touchpoints. Where and what are the moments where we can positively influence how people feel during their workday? Consider the diversity of needs across a workplace: A call center operator  managing high-pressure conversations and short breaks. An executive  looking for space to think, reflect, and catch up. A team leader  focused on connecting and energizing their team. Each person arrives at work with very different needs. Each one is seeking an experience that supports their wellbeing, performance, and their emotional state. And hospitality, in this context, is about recognizing those differences can positively impact the human experience. One Size Fits Most…or One Size Fits No One? I also reflected on my own needs at work. While I genuinely appreciate great food, I’ve realized that when I’m busy, simplicity works best for me. A cheese sandwich, a juice, and a coffee in a quiet corner while catching up on emails is often perfect. Others might prefer something entirely different. For some people, lunch is an elaborate culinary experience and a social moment with colleagues. For others, the best break might be a bike ride or run, a quick solo workout in the gym, or a quiet space to decompress. And for others still, the highlight might be a group activity: a spinning class, a yoga session, or a collaborative team lunch. The point is simple: hospitality is deeply personal. Learning from Apple, Mini and American Airlines Thinking back to Apple, Mini, and AA: these companies have mastered something that hospitality often struggles with: Personalization at scale: Apple makes complex technology feel effortless for millions of people. Mini allows customers to express individuality through design and customization. American Airlines builds in reasons to be loyal beyond collecting airmiles. So, the question becomes: How can we apply this thinking to our own context of hospitality? How do we move beyond a “one size fits most” approach and instead create environments that allow individuals to shape experiences around their own needs? The Future of Hospitality Perhaps the real opportunity lies in shifting our perspective. Instead of asking: “What should we provide?” We might ask instead: “What moments exist where we can positively influence how someone feels?” Hospitality isn’t limited to hotels or restaurants. It exists in workplaces, schools and colleges, retail stores, transportation, healthcare settings, and even on digital platforms. Anywhere humans interact with environments, services, or each other, hospitality has the potential to elevate the experience. So, What Is Hospitality? After all the discussion, I’ve come to a simple conclusion: Hospitality isn’t about food, amenities, or design. It ’s about facilitating experiences that positively influence how people feel. Sometimes that’s a beautifully crafted meal. Sometimes it’s a helpful conversation. And sometimes it’s simply a quiet corner with a sandwich, a juice, and a coffee. What do you think? How would you define hospitality? And which organizations, inside or outside the hospitality industry, do you think deliver the best hospitality experiences? Please add your thoughts and leave a comment below. The Periodic Table of HX Design In today’s interconnected world, global organizations face a common challenge: ensuring consistency in human experience across their diverse portfolios. Whether its employees navigating their workplaces, customers interacting with services, or partners aligning on shared goals, a cohesive experience fosters engagement, efficiency, and business success. At the heart of this transformation is a structured methodology that enables organizations to create a unified, yet adaptable, human experience framework. Rooted in The Periodic Table of Human Experience , this approach leverages a systematic process to design, implement, and sustain high-impact experiences. Here’s how organizations can apply this methodology to drive alignment, engagement, and long-term success across their global footprint. The Path to Long-Term, Sustainable Human Experience Success Organizations that follow this methodology unlock the power of human experience as a competitive advantage . By establishing a clear vision, aligning with business objectives, and implementing structured design and governance, companies can create a consistent, engaging, and value-driven experience  across their global portfolios. This is not just about standardization - it’s about creating places where people choose to be, where employees thrive, customers engage, and partnerships flourish. The road to human experience excellence is paved with intention, data-driven insights, and a commitment to continuous improvement. Are you ready to take the next step? 4xi Global Consulting & Solutions  is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. WHAT WE DO We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy, Design & Operations TRUE NORTH©: Strategic Partnership & Growth Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking Project Management Office Food Craft Culinary Consulting CREATE. : Graphic Design and Creative Services DATAxi: Data Ingestion and Visualization Explorers Innovation Directory: Gateway to Innovation 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

Adam Bown joins 4xi as CSO in Residence At 4xi Global Consulting, our strength lies in the power of our collective: bringing together experienced leaders who help organizations navigate complexity, unlock growth, and elevate the human experience across work, education, and leisure. We are delighted to welcome Adam Bowen  as Chief Strategy Officer in Residence , further strengthening 4xi’s capabilities in strategy, data-driven growth, and transformation. Adam brings more than two decades of leadership experience helping global consumer and corporate brands accelerate growth through advanced analytics, customer intelligence, and strategic transformation. His expertise spans go-to-market strategy, marketing mix modeling, RevOps, customer segmentation, and experience optimization, enabling organizations to turn complex data into clear, actionable strategies. Throughout his career, Adam has worked across a wide range of sectors including hospitality and foodservice, payments, consumer packaged goods, industrial manufacturing, and renewable energy helping organizations align leadership, operations, and analytics to drive measurable performance improvement. At 4xi, Adam will collaborate closely with clients to address strategic challenges and identify opportunities for growth. His work focuses on helping organizations unlock value from their data, streamline decision-making, and create scalable strategies that deliver long-term impact. "We're delighted to welcome Adam to the team, and the opportunity to support clients not just with business winning strategies, but importantly, strategy realization - turning the theory into reality." - Simon Elliot, Managing Partner, 4xi Global Adam is particularly passionate about the intersection of data, technology, and strategy, helping businesses harness emerging capabilities such as artificial intelligence, advanced analytics, and new search paradigms including Answer Engine Optimization (AEO) and Generative Engine Optimization (GEO). In addition to his consulting work, Adam shares his expertise as an instructor at Clemson University’s College of Business, where he teaches and mentors the next generation of business leaders. He is also an active thought leader on topics including AI adoption, digital transformation, and the future of customer intelligence. "Adam’s appointment reflects 4xi’s continued commitment to bringing together world-class expertise to support clients navigating a rapidly evolving marketplace." - Tony Johnson, Managing Partner & CXO, 4xi Global With Adam’s strategic insight and deep analytical expertise, 4xi clients will benefit from enhanced capabilities in growth strategy, data-driven decision-making, and digital transformation - helping organizations move from insight to action and from strategy to measurable results. Welcome to team 4xi, Adam. To learn more about how Adam and 4xi can support your transformative journey, visit our website www.4xiconsulting.com or reach out to Adam directly at adam@4xiconsulting.com Let’s start building the future together. 4xi Global  is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. WHAT WE DO We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy, Design & Operations TRUE NORTH©: Strategic Partnership & Growth Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking Project Management Office Food Craft Culinary Consulting CREATE. : Graphic Design and Creative Services DATAxi: Data Ingestion and Visualization Explorers Innovation Directory: Gateway to Innovation 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

Operational excellence begins with having the right team in place to execute the tools that deliver targeted results. For many years I have conducted focus groups, purposefully with leaders that have varying degrees of responsibility and levels of experience. During these sessions, we explore topics such as time management, work-life balance, and why they feel reactive rather than proactive in their leadership roles. One common theme surfaces time and again: employee turnover is not only a headache but creates stress across the entire business . Leaders spend significant time hiring, onboarding, and retraining managers and frontline employees to keep the doors open, only to lose them shortly afterwards. What is the real cost of Employee Turnover? Employee turnover among front line associates carries a significant and often underestimated financial impact. Beyond the visible costs of recruiting and onboarding, organizations incur expenses related to advertising, interviewing time, background checks, uniforms, training, reduced productivity, overtime for remaining staff, service disruption, safety risk, and potential customer dissatisfaction. The total cost of replacing a front-line employee typically ranges from 30% to 75% of that employee’s annual salary, depending on complexity of role and training requirements. How to calculate the true cost of Employee Turnover Identify the fully loaded costs of each of the following areas per employee per year then apply that calculation to the number of employees that leave your business annually. Recruitment Costs Onboarding & Training Costs Lost Productivity During Vacancy Reduced Productivity During Ramp-Up Overtime or Temporary Labor Costs Administrative & HR Processing Costs When scaled across large front-line populations, turnover can represent millions of dollars in avoidable expense, making retention, engagement, and leadership effectiveness critical drivers of financial performance and operational stability. The Hidden Costs of Employee Turnover? Reducing staff turnover is not simply a cost-control strategy, it is a powerful growth and performance lever. Decreasing employee turnover leads to not just avoidable cost savings, but also: Improved Operating Results & Account Retention Greater operational consistency and fewer service disruptions Reduced errors, rework, and safety incidents Stronger KPI performance and margin protection Increased client confidence and contract renewal rates Enhanced long-term account stability Better Customer and Client Satisfaction Familiar, experienced associates who build trusted relationships More consistent service delivery and brand experience Faster issue resolution and fewer complaints Higher customer loyalty and satisfaction scores Stronger reputation in the marketplace More Time Spent on Strategic Initiatives Less time recruiting, interviewing, and onboarding Reduced management distraction and “firefighting” More leadership focus on innovation and growth Greater investment in culture, engagement, and development Improved long-term planning and execution So how did you get to these results? The Strategy: Hiring for a Service Mindset and Cultural Fit 1. Strengthen the Interviewing Process Train leaders to understand behavioral cues during interviews Implement a customized interview guide with targeted questions Conduct multiple interviews to gain diverse perspectives Interview candidates in varied environments (e.g., walkthroughs, role-based simulations) 2. Build a Culture of Continuous Recruiting Schedule two dedicated interview afternoons per month, regardless of hiring needs Develop ongoing relationships with high-level candidates for future roles Collaborate across locations and business lines to centralize interviewing 3. Expand and Innovate Recruiting Efforts Provide associates with business cards to distribute to potential candidates Rebrand benefits offerings and build a reputation as an employer of choice Enhance job posts to make the opportunity appealing to your target audience Leverage online tools, social media, including AI 4. Invest Strategically in Talent Identify a strong internal bench and implemented cross-training plans Target high-potential, even overqualified, candidates Adopt ROI-based compensation decisions Revise referral bonus program based on new hire longevity Introduce signing bonuses aligned with turnover-related cost savings 5. Ongoing Feedback Implement a 90-day new hire feedback process to evaluate what is working well and identify areas for improvement Launch regular employee engagement surveys to gather feedback and drive continuous improvement Invest in stronger alignment, long-term retention, reduced turnover and the knock-on benefits to you, your operations, your business, and your stress levels. Tony Benedia Senior Consultant, Strategy and Operations Tony has had an illustrious career in various leadership roles in the contract services industry leading large, dispersed teams across multiple business sectors. Want to learn more? Contact Tony today: 4xi Global Consulting & Solutions  is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. WHAT WE DO We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences©  - Employee (EX) & Customer Experience (CX) Design4Life©:  Environmental, Physical, and Experiential Design Global Amenities Strategy, Design & Operations TRUE NORTH©:  Strategic Partnership & Growth Sustainability Simplified©:  Supply Chain & Innovation Market Research Reports & Benchmarking Project Management Office Food Craft Culinary Consulting CREATE. : Graphic Design and Creative Services DATAxi: Data Ingestion and Visualization Explorers Innovation Directory: Gateway to Innovation 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

The Espresso Office: Half the Size, Twice the Experience. As the Financial Services industry navigates hybrid work, a resurgent focus on employee attraction, engagement, and retention is reshaping the meaning of the workplace. Far beyond desks and meetings, the office is now a hospitality-driven experience destination, and foodservice sits at its center. 4xi’s Periodic Table of HX Design methodology, approach to Office-as-a-Service , and The Espresso Office  factor redefine workplace experiences that draw employees in, keep them engaged, and help organizations compete for the best talent in markets from New York to New Delhi, San Francisco to Santiago, and from Dallas, to Dublin, London and beyond. Return-to-Office Reality While much has been written about hybrid work, data shows that Financial Services has seen a notable rebound in office attendance: NYC Office occupancy climbed above 60% in Q4 2025, the highest among major U.S. metro markets, driven largely by banking and capital markets firms returning to collaboration-centric schedules. In Dallas for example, a key financial and tech hub, office occupancy has reached around 54% of pre-pandemic levels , above national averages in many other sectors. According to Office-as-a-Service research, companies that prioritized experience-driven amenities saw up to 35% higher voluntary attendance compared with organizations focused solely on mandates. Despite hybrid schedules, occupancy trends make one thing clear: Employees are willing to come in when the experience is worth it. Why Foodservice & Hospitality Matter In the race for talent, the Financial Services industry is discovering that compensation alone isn’t enough. What differentiates employers today are the daily lived experiences, especially through foodservice and hospitality. Employees increasingly cite food and hospitality offerings as high-impact components of the decision to come into the office: 87% of professionals said quality workplace dining influenced their perception of employer brand. 65% ranked on-site cafés, micro-markets, and premium coffee programs as important to their daily experience. Firms that integrated foodservice into their return to office experience strategy  saw a 22% lift in employee engagement scores . This is no longer about snacks in a pantry, it’s about EXPERIENCE! From Cafes to Curated Experience Engines Traditional corporate cafes are being replaced by holistic hospitality platforms: 1. Premium Foodservice & Social Dining Leading financial firms are building culinary destinations: professional kitchens, chef-led menus, and hospitality zones that rival retail food halls. These become social anchors where community, collaboration, and culture are reinforced. 2. Barista-Driven Coffee Experiences Far beyond drip coffee, curated coffee bars and espresso concierge programs - aligned with 4xi’s The Espresso Office  philosophy: help create “third places” within the office that attract people throughout the day. 3. Micro-Markets & Grab-And-Go Rather than full cafes everywhere, smart micro-markets and digital grab-and-go ecosystems provide access to quality food for employees on hybrid schedules, lowering operational costs while elevating satisfaction. 4. Pantry Programs Reimagined Gone are generic snack shelves. Today’s pantry programs are strategic touchpoints  where personalization, choice, and wellbeing converge. Subsidies, Retail Pricing & Digitized Benefits There is a shift afoot from blanket P&L’s to subsidized meals to dynamic, data-driven foodservice models: Attendance-based meal credits tied to in-office days. Retail pricing with employer discounts that preserve choice without cost inefficiencies. Digital stipend programs that allow employees to order food and beverage via workplace apps, all seamlessly integrated. We believe that foodservice should feel like hospitality, not corporate rationing. Workplace Tech & The “Application of Experience” In the era of hybrid work, technology is the connective tissue that binds physical space, foodservice, and employee experience. The 4xi article “It’s All in the (APP)lication” argues that the workplace app is the modern front door to the office experience. Top implementations in Financial Services now incorporate: Desk, café, and dining reservations Real-time occupancy insights Mobile ordering and payment Dynamic subsidy and stipend management Queue management for foodservice and cafés Commuter and wellbeing integrations Employees no longer arrive to the office; they experience it through a digital gateway tailored to their day. Beyond Food: Hospitality Services that Matter The modern financial workplace is more than meals: • Fitness & Wellbeing: On-site fitness centers, guided wellbeing sessions, recovery lounges, and environmental design that promotes physical and cognitive health. • Mental Health Support: Integrated digital mental health resources, dedicated quiet zones, and restorative spaces. • Childcare & Family Support: Back-up childcare coordination, on-site or subsidized services, essential in high-demand urban hubs. • Commuter & Access Services: From shuttle tracking to commuter subsidies, workplace apps now include broader lifestyle logistics. Hospitality-Driven Workplace Strategy At the core of this movement is 4xi Global Consulting, not merely as a consultant, but as a premier thought leader shaping the future of work through hospitality. HX Design Framework: The Periodic Table of HX Design  provides comprehensive language for human-centered workplace experience design that integrates hospitality and service excellence at every touchpoint. People-Centered Analytics: 4xi’s strategies are rooted in performance data:  showing how hospitality experiences link to engagement, retention, and productivity scores. Hospitality at Scale: Whether in New York, Dallas, London, or Singapore, 4xi translates global best practices into glocal financially and operationally sustainable models. Executive Thought Leadership: Through our team of experts, 4xi’s Evolving Experiences, people first narrative continues to shape the future of work. A New Benchmark for Financial Services Employers In a market where talent is the differentiator, organizations that embrace foodservice and hospitality as strategic levers will win: For employees : the workday becomes richer, more seamless, and more human. For employers : amenities become ROI-driven tools, not cost burdens. For cities: the office becomes a vibrant hub of economic and social activity. As hybrid work reshapes where, how, and why people come together, one thing is clear: Workplace hospitality is no longer just a perk; it’s a strategic imperative. Simon Elliot Managing Partner 4xi Global Consulting Global workplace experience, amenity services and operations, transforming the human experience for people at work. Want to learn more? Check out our website at www.4xiconsulting.com or email Simon directly at simonelliot@4xiconsulting.com The Periodic Table of HX Design Organizations that follow this methodology unlock the power of human experience as a competitive advantage . By establishing a clear vision, aligning with business objectives, and implementing structured design and governance, companies can create a consistent, engaging, and value-driven experience  across their global portfolios. This is not just about standardization - it’s about creating places where people choose to be, where employees thrive, customers engage, and partnerships flourish. The road to human experience excellence is paved with intention, data-driven insights, and a commitment to continuous improvement. Are you ready to take the next step? 4xi Global Consulting & Solutions  is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. WHAT WE DO We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy, Design & Operations TRUE NORTH©: Strategic Partnership & Growth Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking Project Management Office Food Craft Culinary Consulting CREATE. : Graphic Design and Creative Services DATAxi: Data Ingestion and Visualization Explorers Innovation Directory: Gateway to Innovation 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

Consumer insights have long been a cornerstone of success in packaged goods. Manufacturers rely on research to refine formulations, improve packaging, optimize pricing, and launch new products with confidence. The product itself is tangible, standardized, and repeatable; once perfected, it can be produced at scale with minimal variation. Hospitality operates in a fundamentally different reality. The “product” is not just a room or a meal; it is the entire experience, shaped by the people delivering it. Every interaction is live, human, and variable. Unlike manufactured goods, hospitality products cannot be quality-checked on an assembly line before reaching the customer. This inherent complexity makes delivering a consistently “perfect” experience far more challenging. And that is precisely why consumer insights are just as, if not more important, in hospitality. Because service businesses are shaped by human behavior on both sides of the counter, understanding customer expectations, emotions, pain points, and unmet needs is essential. Assumptions are risky in a world where small moments can define an entire brand. The only way to reduce uncertainty is through disciplined, ongoing research. This includes the full toolkit: surveys, focus groups, voice-of-the-customer programs, intercept surveys, social listening, and qualitative deep dives. Importantly, the goal isn’t just to understand what guests like or dislike. The real value lies in uncovering unmet needs, those frustrations or desires customers may not articulate directly, but that often represent the greatest opportunities for differentiation. When done well, consumer insights fuel service and product innovation. They inform better training, smarter processes, more intuitive service flows, and experiences that feel genuinely proactive rather than reactive. Insights help companies anticipate what guests will want next, not just fix what went wrong last time. Equally important are the lessons learned when insights work is skipped. Whether due to tight timelines, budget constraints, or internal pressure, decisions made without insight often carry real costs: wasted investment, misallocated resources, and initiatives that fail to deliver value. Guessing is no substitute for listening. Below are three examples from my career spanning 10 years in manufacturing and 20 years in service industries, where skipping critical upfront insights led to significant losses (though valuable personal learnings). Manufacturing without market insight   I once worked for a large paper manufacturer that also owned a door manufacturing business. I led an internal consulting team sent to a newer facility in Ireland that was underperforming compared to similar U.S. plants. Senior leadership assumed the issue was workforce productivity or training. Our analysis showed otherwise. The real problem was changeovers. European door sizes vary widely by country and customer, resulting in more than 30 SKUs. Each size change slowed or halted production. In the U.S., by contrast, doors are largely standardized, allowing long, uninterrupted production runs. Our recommendation, counterintuitive at the time, was to reduce changeovers through better forecasting and higher inventory levels, even though inventory reduction was typically a core objective. The bigger lesson came later. The plant had been designed by replicating the most productive U.S. facility. Had the company conducted proper upfront market insight work, it would have designed a very different operation and avoided a costly mistake. Innovation without consumer validation Earlier in my career, I worked on promoting a new coffee packaging innovation to one of the largest U.S. coffee brands. Our research team developed a multi-layer package designed to absorb carbon dioxide emitted after roasting, eliminating the need for the one-way degassing valve used in most flexible coffee packaging. The hypothesis was compelling: remove a $0.05–$0.10 component per bag while keeping coffee fresher longer. The coffee brand was initially interested, but asked a critical question: had any consumer research been done? The answer was no. They conducted their own focus groups and intercept surveys and ultimately rejected the concept. Consumers perceived the valve as a value-added feature; being able to smell the coffee reinforced the quality. Without it, the product felt inferior, despite the technical advantages. Speed to market without price sensitivity insight Most recently, during the COVID pandemic, the foodservice company I worked for developed a comprehensive “Safety Concept” to reduce virus transmission. The program included high-tech devices, an app, and a partnership with a respected healthcare system. After significant investment, the solution was rolled out internally with success. Leadership then decided to take it to market for commercial restaurants. Marketing requested a quick insights study to test value perception and price sensitivity, but this was declined in favor of speed. Several restaurants piloted the program for free. After the trial, the pilot restaurants were happy with the product, but did not want to pay for it. Follow-up research revealed the issue: independent restaurants, already under severe financial strain, were unwilling to pay for a premium system and preferred simpler, lower-cost solutions. These are real examples of what happens when insights work is skipped. In part two, I’ll share cases where smart, well-timed insights directly improved sales and helped companies meaningfully differentiate. In the meantime, if you need support with consumer insights, please reach out to me at 4xi Global Consulting. John Kandemir CMO in Residence 4xi Global Consulting Global amenity services and operations, transforming the work experience, and leveraging the 4xi strategic and tactical network. You can contact John directly at johnkandemir@4xiconsulting.com  or learn more about John by reading his bio. 4xi Global Consulting & Solutions  is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. WHAT WE DO We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy, Design & Operations TRUE NORTH©: Strategic Partnership & Growth Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking Project Management Office Food Craft Culinary Consulting CREATE. : Graphic Design and Creative Services DATAxi: Data Ingestion and Visualization Explorers Innovation Directory: Gateway to Innovation 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

The conversation around sustainability shifted in 2025. Not quietly, and not cleanly.  Political turbulence, funding pullbacks, greenhushing, and rising cost pressure forced many organizations to reassess what sustainability really means in practice. At the same time, climate impacts, food insecurity, and operational risk became harder to ignore.   “Sustainability now sits at a crossroads. The old models are losing credibility, but demand for real outcomes has not gone away. In many cases, it has intensified.” - Globe Scan’s WorldView 2026 report     For foodservice, this moment is not theoretical. It is operational. In 2026, several signals are becoming clear. Together, they point to a more grounded, less performative, and more practical era of sustainability for restaurants, hospitality, corporate dining, and large-scale events.  1. Cost pressure is quietly driving sustainability decisions High food prices and economic uncertainty are reshaping behavior across the food system. ReFED’s 2026 food waste forecast highlights that cost pressure is already changing how households and businesses manage food, often more effectively than awareness campaigns alone. In foodservice, this shows up in renewed focus on inventory accuracy, portioning, menu design, and waste prevention embedded into operations rather than layered on as a separate initiative. In practice, this is showing up in conversations I am having with operators who are being asked to do more with less, while still being held accountable for both financial performance and sustainability outcomes. This aligns with what GlobeScan identifies as a broader shift away from principles and frameworks toward delivery and results. More than half of sustainability experts say the current approach needs to be radically revised, with greater emphasis on tangible outcomes that people can see and feel. “For foodservice leaders, the implication is simple. Sustainability strategies that do not reduce cost, risk, or operational friction will struggle to survive internal scrutiny in 2026.”   2. Food waste reduction is moving from behavior change to system design One of the strongest signals is the move away from relying solely on staff or guest behavior to reduce waste. Businesses are increasingly prioritizing system-level solutions that integrate waste prevention directly into core operations. This includes smarter ordering, clearer production guidelines, menu engineering, portion flexibility, and technology that generates operational insight rather than just diversion. Research from Scientific Reports shows that even low-cost interventions such as social norms messaging and portion-prompting signage can reduce plate waste by roughly 31% in high-volume corporate dining environments, without changing menus or pricing. These approaches work because they align with how people already behave, rather than asking them to act against incentives. For institutional foodservice, events, and all-you-can-eat environments, this matters.   “The most scalable solutions in 2026 will be those that improve efficiency, reduce waste, and maintain guest satisfaction at the same time.”   3. Health and nutrition are becoming central to sustainability Another major shift identified by GlobeScan is the growing alignment between sustainability, health, and well-being. Globally, people are far more motivated by personal health, affordability, and quality than by abstract environmental messaging alone. Two-thirds of consumers say they want lifestyles that are both healthier and more sustainable. In foodservice, this opens a powerful opportunity. Nutrition is moving to the center of the conversation across policy, philanthropy, and the private sector. When climate-smart food strategies are paired with nutrient quality and access, they deliver multiple benefits at once. Better health outcomes, reduced waste, and stronger resilience in the food system. This framing also helps address sustainability fatigue. Foodservice operators are uniquely positioned to make sustainability tangible through daily meals that support health, reduce waste, and meet cost constraints. Introducing right-sized portions or half-size options can reduce plate waste, improve guest satisfaction, and protect margin without limiting choice. 4. Greenhushing is real, but demand has not disappeared  2025 saw record levels of greenhushing, particularly in North America. Many companies pulled back on public sustainability commitments amid political backlash and regulatory scrutiny. However, GlobeScan’s data shows that consumer demand for sustainable products continues to grow, even as trust in vague sustainability messaging declines. People are not disengaged from sustainability itself. They are disengaged from messages that feel abstract, moralizing, or disconnected from lived experience. “For foodservice brands and operators, this suggests a different approach in 2026. Less branding. More proof.” Clear data, visible outcomes, and simple explanations of how changes reduce waste, save money, or improve food quality will matter more than broad claims or glossy reports. 5. Resilience is becoming a foodservice issue, not just an energy one Extreme weather, power outages, and supply chain disruptions are no longer exceptions. They are becoming part of the operating environment.   Recent winter storms across the U.S. are a reminder that resilience is not just about long-term climate risk. Short-term disruptions can shut down movement, delay deliveries, and make even basic operations unsafe or inaccessible for days at a time.   Energy reliability, cold storage resilience, and supply continuity now sit squarely within foodservice risk management. As recent analysis shows, business interruption losses from outages can dwarf direct physical damage, yet are often undercounted and underplanned. For foodservice operators, resilience intersects directly with sustainability. Reducing food waste lowers exposure during disruptions. Local sourcing can improve flexibility. Onsite energy and storage can protect food safety and operations when systems fail. ” Sustainability that ignores resilience will increasingly be seen as incomplete.” What this means for foodservice in 2026? Taken together, these signals point to a more pragmatic era of sustainability:  Less emphasis on perfection. More focus on progress.  Less reliance on messaging. More reliance on systems.  Less separation between sustainability and operations.  The organizations that will lead in 2026 are not the ones with the most ambitious language. They are the ones that can show measurable reductions in waste, clearer alignment between nutrition and sustainability, and operational changes that make economic sense under pressure. Sustainability in foodservice is no longer about proving intent. It is about proving value. For those willing to focus on what works, the opportunity is still very real. If you’re responsible for foodservice operations or sustainability strategy, I’d be interested in how your organization is approaching this shift in 2026.    Contact Christy Cook, 4xi´s Chief Sustainability Officer in Residence works with foodservice, hospitality, and grocery leaders to design operational sustainability programs that reduce waste, lower costs, and improve resilience. 4xi Global Consulting & Solutions  is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. WHAT WE DO We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences©  - Employee (EX) & Customer Experience (CX) Design4Life©:  Environmental, Physical, and Experiential Design Global Amenities Strategy, Design & Operations TRUE NORTH©:  Strategic Partnership & Growth Sustainability Simplified©:  Supply Chain & Innovation Market Research Reports & Benchmarking Project Management Office Food Craft Culinary Consulting CREATE. : Graphic Design and Creative Services DATAxi: Data Ingestion and Visualization Explorers Innovation Directory: Gateway to Innovation 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo

Student-Centric helps schools and districts foodservice performance and outcomes K-12 school districts are operating in one of the most complex environments in decades. Budgets are tightening. Labor markets are strained. Compliance requirements continue to expand. Community expectations are higher than ever. And throughout it all, students remain at the center of the mission. School leaders are being asked to balance financial discipline with innovation, compliance with creativity, and operational efficiency with student experience. It’s not easy, but within these challenges lie significant opportunities for transformation. We believe that when districts take a strategic, data-driven, and student-centric approach to operations, they unlock performance, participation, and long-term sustainability. The Common Pain Points Facing K-12 Districts Rising Costs and Budget Pressure Food inflation, supply chain volatility, and labor cost increases continue to strain school nutrition and operational budgets. Districts must maintain compliance with federal and state nutrition standards while delivering appealing meals: all without compromising financial stewardship. When margins tighten, difficult decisions follow. Without strategic oversight, districts risk reduced participation, diminished program quality, and financial instability. Staffing Shortages and Operational Strain Recruiting and retaining qualified foodservice and operational staff remains a persistent challenge. High turnover leads to inconsistency, increased training costs, and operational fatigue. Burnout among leadership and frontline staff further compounds performance risk. Procurement and Compliance Complexity Public procurement requirements are complex and highly regulated. Many districts operate with outdated systems or limited benchmarking data, making it difficult to ensure competitive pricing, transparent processes, and optimized supplier performance. Declining Participation & Engagement Students (and parents) today have higher expectations. If menus lack innovation or service delivery feels transactional, participation drops - impacting revenue and undermining nutrition goals. Limited Data and Strategic Visibility Without strong analytics and performance dashboards, districts struggle to see where opportunities exist, whether in labor efficiency, food cost management, vendor performance, or student satisfaction. These challenges are real. But so are the opportunities. Turning Operational Pressure into Strategic Advantage 4xi Global Consulting works alongside K-12 districts to bring clarity, objectivity, and strategic direction to foodservice and operational performance. We don’t simply review programs; we help districts transform them. 1. Fresh Eyes Audits and Reviews Sometimes what’s needed most is perspective. Our Fresh Eyes Audits provide independent, objective assessments of: Benchmarking your foodservice performance against your peers Foodservice financial performance Compliance and procurement processes Operational efficiency Participation trends and menu strategy Vendor and contract performance Staffing models and labor productivity We identify risks, uncover hidden inefficiencies, and highlight immediate improvement opportunities. More importantly, we deliver actionable recommendations that leadership teams can implement quickly and confidently. Fresh perspective. Practical solutions. Measurable outcomes. 2. Supporting Self-Operated Schools through 4xi360 Many districts proudly self-operate their nutrition programs but may not have access to enterprise-level analytics, culinary innovation, or strategic oversight. Through 4xi360: The Independent Advantage , districts gain access to: Fractional executive-level support Data dashboards and performance benchmarking Menu innovation aligned with USDA standards Labor optimization tools Procurement and supply chain guidance Strategic planning and program positioning 4xi360 empowers districts to retain independence while elevating performance to best-in-class standards. It’s enterprise capability: without surrendering control. 3. Undertaking a Competitive RFP When contracts come up for renewal, districts have a powerful opportunity to reset expectations and align service delivery with strategic goals. We support districts in: Designing competitive, forward-thinking RFPs Building clear evaluation frameworks Ensuring transparency and compliance Helping you negotiate terms that align cost, quality, and innovation Protecting district interests while encouraging partnership A well-structured RFP process can dramatically improve service quality, financial outcomes, and accountability. 4. Partnership Optimization Program (POP) Long-standing vendor relationships can drift over time. Expectations blur. Governance weakens. Performance plateaus. Our Partnership Optimization Program (POP) helps districts: Realign goals and performance metrics Strengthen governance frameworks Improve transparency and reporting Rebuild trust and collaboration Drive measurable improvements POP transforms vendor relationships from transactional contracts into strategic partnerships focused on student outcomes. Student-Centric, Community-Focused, Future-Ready The true measure of operational success in K-12 isn’t just cost control - it’s student experience. It ’s participation. It’s trust. It’s financial sustainability. It’s operational resilience. By bringing hospitality principles, data intelligence, and strategic rigor into the K-12 environment, 4xi Global Consulting helps districts create programs that students choose, communities trust, and boards confidently support. Ready to Spring into the Next Term? If your district is preparing for the next semester or school year, now is the ideal time to step back and assess your current position. We invite you to: 👉 Visit our Student-Centric website: https://www.4xiconsulting.com/k12 👉 Take the Partnership360 HealthCheck: https://www.4xiconsulting.com/k12 The Partnership360 HealthCheck  is a practical diagnostic tool designed to give you immediate insight into the strength of your operational partnerships and performance alignment. The next term will bring new demands. With the right strategy and support, it can also bring meaningful progress. Let’s build it together. Contact one of our team members to discuss how we can support your district in navigating challenges, mitigating risk, and unlocking new opportunities for growth and impact. Tony Benedia Senior Consultant, Strategy and Operations Tony has had an illustrious career in contract foodservices with a deep specialism in the K-12 market. Tony can be contacted at tonybenedia@4xiconsulting.com. John Kandemir Chief Marketing Officer in Residence John has decades of experience in the world of managed services including in the K-12 sector. Contact John at johnkandemir@4xiconsulting.com . 4xi Global Consulting & Solutions  is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. WHAT WE DO We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy, Design & Operations TRUE NORTH©: Strategic Partnership & Growth Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking Project Management Office Food Craft Culinary Consulting CREATE. : Graphic Design and Creative Services DATAxi: Data Ingestion and Visualization Explorers Innovation Directory: Gateway to Innovation

Hospitality is about feeling that connection – that sense of being welcomed, respected, and comfortable in a space. It is created by people, for people through empathy, intention, and kindness. Hospitality is that coffee shop that remembers your order. It is the hotel that welcomes you by name and quickly checks you in because you look exhausted. The smile and welcome at the theme park as you walk up to your favorite attraction and they mirror your excitement. It is a part of a larger concept of Customer Experience (CX), which is the sum of an entire customer journey with a business or brand. Hospitality is a foundational element of this along with Safety, Quality, Simplicity, and Connectivity. While CX maps the entire journey, hospitality is what brings it to life. You can curate an exceptional experience on paper, but if people don't deliver at the moment of truth, then it all falls apart. That is why hospitality matters now more than ever. Regardless of industry, there is so much that can be learned from hospitality rich organizations. Applying the best practices of the best hotels, restaurants, and theme parks can help any organization create deeper customer loyalty. People are the focus of hospitality, and it begins with the team experience. Guests will feel it when teams are well engaged, empowered, and enabled. Technology will hyper-accelerate personalization and customer understanding - but there always needs to be a human in the loop to protect experience and privacy. Companies with engaged employees see 23% higher profitability - Gallup As we close the book on 2025, hospitality must be on the top of your list if you want set yourself apart in this crowded market. I spent nearly two decades leading hospitality and serving guests - and for the last 7 years I have worked with leading organizations and local businesses - to deliver world class hospitality around the globe. I'm also blessed to live in Central Florida, the hospitality capital of the world, in the middle of a living laboratory for customer service. These are the emerging trends I am seeing and predictions for what will be foundational to hospitality success in 2026. Team Experience = Guest Experience Teams will transfer the care they receive (or don't) to their guests. When teams feel supported, empowered, and respected, they show up with confidence and warmth that guests feel immediately. Clearly define hospitality expectations and reinforce them through regular coaching conversations so people know what “great” actually looks like. Invest in frontline leadership development so managers know how to coach behaviors, not just manage schedules and tasks. Recognize and reward hospitality moments , not just performance metrics or tenure, so the right behaviors get repeated. Remove silly policies and processes that prevent employees from doing the right thing for guests. Hospitality Becomes a Revenue Strategy Hospitality is not separate from business results. It directly influences guest loyalty, spend, and long-term brand preference. Identify specific hospitality behaviors that influence revenue, such as greeting quality, pacing, personalization, and recovery - and ensure your team understands "why" they matter. Align hospitality metrics with financial outcomes so leaders can clearly see the connection between service and results. Coach teams to recognize emotional cues that signal opportunity or concern so they can respond appropriately in the moment. This kind of EQ in hospitality is ideal for issue resolution and service recovery. Premiumization Is the New Differentiator Guests want moments that feel special and worth sharing, even in midscale environments. Premium is no longer about price. It is about exclusivity, meaning, and emotional lift - and the social media post. Depending on where you fit in the market (value, everyday, elevated, premium, or luxury), this comes to life differently, but should always be crafted as a way to stand apart. Design one or two intentional premium moments that are easy to execute and repeat consistently across teams and locations. Train teams to create small, meaningful surprises rather than just expensive upgrades because thoughtfulness often outperforms cost. Guests remember how something made them feel, not what it cost you. Offer optional enhancements that guests can choose without pressure so premium feels like a benefit, not a sales tactic. When it feels like you have their best interests top of mind that builds trust. Offer the full premiumization approach when appropriate to create the feeling of luxury, scarcity, and exclusivity. AI-Enabled Hospitality Drives Personalization at Scale Technology will increasingly support hospitality by removing friction and driving insights. People are ultimately responsible for empathy, judgment, and connection. Use AI tools to identify guest preferences , patterns, and alerts in real time so teams can act proactively. There are great software solutions for this available. Automate low-value administrative work that pulls attention away from guests so teams can focus on human connections. Provide prompts and guidance rather than rigid scripts so interactions stay personal and situational. Hospitality should sound like a person, not a robot. The Rise of Immersive Hospitality Training Hospitality training must prepare people for real moments, not ideal scenarios. Learning needs to feel emotional, situational, and relevant to daily work so that it is retained and put into action. Combine virtual/digital, in-person, and leader-led micro-training to ensure scale and engagement. Combine lecture-based training and scenario-driven practice + role plays that mirrors real guest interactions so teams can build confidence. Train emotional intelligence and recovery skills alongside technical execution because how teams respond under pressure defines the experience. Reinforce learning through short, frequent touchpoints rather than one-time events so behaviors stick - this is often in the form of leader-led micro-training. Implement social learning so that participants learn from each other, engage in meaningful discussion, and even gameplay to reinforce key topics. Ready to up your hospitality or leadership game with our engaging, interactive sessions ? Schedule your training session, workshop, or on-site assessment today. The Guest Journey Breaks the Fourth Wall Hospitality begins before a guest arrives and continues after they leave. Every interaction shapes how welcomed and valued someone feels. Map the full guest journey , including digital, physical, and human touchpoints, to uncover blind spots. Most friction lives between handoffs. Personalize communication before arrival and after departure to extend the feeling of care beyond the visit itself. Ensure digital tools support human connection rather than replacing it so technology enhances warmth instead of creating barriers or distance. Consistency Becomes the Brand Promise Guests expect the same level of hospitality regardless of location, time, or team member. Consistency builds trust and loyalty over time but it requires discipline to deliver. Define non-negotiable hospitality standards that apply everywhere so guests and employees know what is expected. Observe experiences regularly across shifts and locations to identify gaps before guests do. This type of leadership engagement and coaching drives continuous improvement. Coach the team in the moment to ensure service moments hit the mark. Guests give loyalty to experiences that are consistently "very good," but not to those that are "world class" one day and "average" the next. One in three customers will walk away from a brand they love after just one bad experience. - PwC Creating Belonging Becomes a Core Hospitality Skill Hospitality is not just about service. It is about helping people feel welcomed and that they belong. Guests want to see themselves in their experience and feel comfortable in the environment created. Train teams to acknowledge every guest quickly with warmth and respect so no one feels invisible. Design spaces that feel comfortable , intuitive, and welcoming, because physical environment influences the perception of safety. Don't just be compliant, ensure that everyone can use spaces in ways that fit their needs. Build awareness and language into training and leadership coaching so belonging feels intentional, not like an after thought. The environment itself must promote hospitality through ambiance, music, lighting, scent, seating, wayfinding + signage, and amenities. They should thoughtfully deliver ease and comfort for guests as they have defined it through your customer listening efforts. Hospitality Strengthened by Community + Connection In 2026, hospitality will continue to extend into the community. The strongest brands will act as connectors, creating value not just for guests, but for local people, partners, and places. Build authentic connections to the local community through sourcing, storytelling, and partnerships. Guests increasingly value places that feel authentic rather than generic, particularly younger Millennials and Gen Z. Treat sustainability as stewardship rather than a marketing claim. Reducing waste, supporting local suppliers, and respecting resources shows care and connection. Create experiences that reflect the culture and character of the surrounding area. Hospitality feels more meaningful when it is an extension of where it lives. Empower teams to act as ambassadors for the community. Bonus Tip: Tailoring Hospitality by Generation Hospitality is not one-size-fits-all anymore. Guests arrive with different expectations, communication styles, and definitions of value shaped by their generation. These are guidelines to help with understanding, not stereotypes Baby Boomers and Traditionalists  value warmth, respect, deference, and personal attention. They appreciate being acknowledged, helped proactively, and spoken to clearly without feeling rushed. Gen X  values efficiency, competence, consistency, and low friction. They want things to work, problems solved quickly, and interactions that respect their time. Millennials  value personalization, authenticity, and experiences that feel "just for me." They respond well to flexibility, transparency, and moments that feel worth sharing. Gen Z  values inclusivity, simplicity through technology + self service, and emotional safety. They notice authenticity, environment, and whether a space feels welcoming and calm. Generation Alpha  values safety, ease, and intuitive design, often shaped by experiences alongside parents or caregivers. They respond to environments that feel calm, engaging, and thoughtfully designed, where technology works seamlessly. Questions Hospitality Leaders Should Be Asking: Where are we creating friction for guests or employees, and how do we fix it? Are our teams trained, equipped, and empowered to take care of guests and solve problems? What moments truly define our brand experience, and which ones are just habits we have never challenged? How are we listening to guests to understand what they value and where improvements might be needed? Are we designing hospitality around people and what they really want? Hospitality has always been about people and connection - and guests, more than ever, want to feel welcomed by their brands. They are looking for connection and kindness while receiving a consistently great product or service. Hospitality matters because it builds trust in a noisy world and reminds us to treat every "customer" like a "guest." As we enter the new year, it is always a great time to step back, assess, and plot a course of improvement. Hospitality is not just a "soft" skill, it is a true growth strategy that creates competitive advantages for organizations that embrace it. The brands that win this year (and beyond) will be the ones who put people at the center of everything they do - and understand that creates amazing possibilities. Tony (Crafted by a human, not AI.) Meet Tony Johnson Tony is the Co-Managing Partner, Co-Owner, and Chief Experience Officer (CXO) for 4xi Global Consulting. He is an internationally recognized thought leader and influencer in Customer and Employee Experience. Tony hosts the wildly successful Customer Service Academy podcast and is the author of two books on leadership and CX. Tony has worked with some of the top organizations across the globe, including Delta, 3M, Baylor Scott and White Health, University of Virginia, Siemens, SHRM, and more. Tony is available to help your organization with: Employee training and development Executive and leadership coaching CX and EX strategy creation Inspirational keynote talks Fractional Chief Experience Officer Evolving Experiences , a 4xi brand, focuses on Customer Experience (CX) and Employee Experience (EX) as growth engines. By creating fierce loyalty with both employees and customers, organizations can differentiate themselves in an ever-changing and competitive marketplace. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©: Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking (C) 2026. May not be used to train A.I.

In customer experience and hospitality, it’s tempting to think it all comes down to moments of magic - those one-off “wow” experiences that guests will never forget. But in reality, sustained excellence doesn’t happen by accident. Too often leaders spend time wandering rather thank walking with purpose in their business – moving through locations without a plan or a process to ensure that they are deliver quality service and products (leading to the overarching experience). Most of my time in operations was spent in restaurants and retail, which are two areas where leadership presence will define whether the experiences customers receive are amazing or lackluster. The power of leadership attention and coaching can be felt in every business, and there is no substitute for being in the mix with your team leading in the moment. As hospitality and experience continue to evolve, the impact of technology will continue to be felt. Whether it is AI or systems that allow for customer personalization and understanding, these tools will continue to drive success within the service space. Hotels continue to drive personalization with their systems that log guest preferences Employee facing apps help team members find items in stores for customers and ensure they know how to use them and what complementary items may be needed Chatbots start conversations with airline passengers to help them book or change flights when there is a service disruption But none of this works without a human in the loop – someone there to apply the technology and ensure that it is leveraged to maximum impact. And also to be there just in case the technology doesn’t quite deliver in the moment. So, it comes down to how leaders lead and their patterns of management: consistent, intentional behaviors that shape culture, drive standards, and keep guest satisfaction front and center every day. Defining Pattern of Management A pattern of management isn’t a one-time initiative or an annual campaign. It’s the rhythm, the repeatable actions, and the leadership habits that managers bring to the table daily. It’s how leaders: Communicate priorities with clarity Coaching and recognition in real time Align standards across touchpoints Handle problems quickly, with consistency when they arise Model the standards and behaviors they expect Observing the guest and team experience with fresh eyes daily Think of it as the invisible framework that holds together the guest experience. When managers set a steady, reliable pattern, teams know what matters, and guests feel it. They feel the consistent service and attention to detail that this kind of commitment brings. This is why some hotels never have dead batteries in their TV remotes and others do. It’s why some stores seem to so well stocked and others have empty shelves. It’s also why you can feel the difference between a quick service eatery and a great table service restaurant. Why It Works Guests notice great experiences. If they consistently feel welcomed, valued, and taken care of, loyalty grows. If they encounter inconsistent service (great one day, poor the next), they may choose other options. Never forget that customers give their loyalty to brands that solve problems, deliver quality, and make their lives easy. Throw in a splash of consistent execution and value, and you are well on your way to reducing customer churn. 3% of consumers say the experience a company provides is a key factor in their purchasing decisions, behind only price and product quality. -PwC Equally important: teams thrive on predictability. When employees know their leaders are present, engaged, and supportive in consistent ways, engagement rises. And as Gallup has long shown, engaged employees create engaged customers. They also note that the best teams thrive when they know what is expected of them at work, a statistic that has been on the decline in recent years. Building Strong Patterns of Management Set the Stage Daily With Pre-Service Huddles Begin every shift with clarity: what success looks like, today’s focus, and how the team will deliver. A quick, focused huddle sets tone and energy with minimal time investment. Leaders who intentionally communicate prevent confusion and give employees a sense of purpose. Be Visible and Present Don’t lead from behind a desk. Walk the floor, engage with guests, and support the team in real time. Visibility builds trust because it shows the team that you are connected and invested in creating great experience. Move With Purpose Create a path that works for you and that allows you to see the operations at the right time. Know when to jump in and help and when to move out of position – employees will appreciate the help and it is always useful to experience frontline roles first hand. Intentional touring, delivered with energy and clarity, ensures consistent quality and delivering what matters most to guests and the team. Empower Your Team Equip frontline staff with both the authority and the confidence to solve guest problems in the moment. When employees don’t have to “check with a manager,” the service feels seamless to the guest and confidence-building to the employee. Coach and Recognize in the Moment Being in the thick of service allows you to spend time with your team as shifts unfold. Reinforce great behaviors instantly and coach constructively when course corrections are needed. Real-time coaching ensures learning sticks, and recognition in rocket fuel for morale and execution. Ready to up your hospitality or leadership game? Schedule your training session, workshop, or on-site assessment today. Making the Most of Your Flight Path It is one thing to take a tour for a day or a week, but making it a daily commitment is what will drive lasting results and continuous improvement. Here are some way you can best leverage your time in your business. Build Systems, Not Just Habits Use checklists, daily huddles, and feedback loops to make consistency non-negotiable. Systems provide a safety net so that excellence doesn’t depend on one person remembering - it becomes part of the operation. Remember, though, a checklist never served a guest or cleaned a counter, so it is only as good as your dedication to not pencil-whipping the form. Develop Future Leaders Teach your team leaders the same patterns so the culture doesn’t crumble when a manager changes. Start with your entry level supervisors as they are the backbone of operational fundamentals. Creating leadership bench strength ensures continuity, especially in industries with high turnover. This is why getting everyone involved in quality matters. If you embrace a digital solution for validating, you can engage everyone by having them self-audit their spaces or cross-audit throughout the operation. More eyes, better results. Measure What Matters Track guest satisfaction, employee engagement, and operational metrics to keep your finger on the pulse. What gets measured gets managed, and visible metrics give teams a clear scoreboard of progress. Use these insights as you tour your locations to focus where attention is most needed based on feedback. Celebrate Wins Recognize teams for maintaining consistency and exceeding expectations. Culture grows when people see their efforts appreciated, and celebrations remind everyone that hospitality is a source of pride. Plus, as you recognize it let’s your team know what matters and create a bit of healthy competition for excellence. Just remember, don’t celebrate only the big things. There are many small, daily, important items worth calling out. Stay Adaptive Sustaining doesn’t mean rigid. Guest expectations change, technology evolves, and competition grows. Strong leaders keep their patterns consistent while still adjusting to new realities, blending steadiness with flexibility. Leverage every tool in your box to create great customer experiences and that will include AI, along with other innovations as they come. Great guest experiences aren’t built randomly -  they are built on repeatable, intentional leadership patterns that guide every touchpoint. When leaders commit to clear communication, consistent presence, and authentic empowerment, they create an environment where excellence becomes the norm. But that only happens with a commitment to do it consistently – not just when it’s convenient, but every shift, every service period, every day. Take a hard look at your current leadership rhythms. Are you consistent, clear, and visible? Or do your patterns leave too much to chance? Guests will always tell you if you’re right through loyalty, feedback, and repeat business. Establish your pattern and keep your team and your customers top of mind and center stage daily. That will create a brand that customers love and will keep them coming back again and again. Until next time, keep your team and your customers top of mind and center stage. Tony (Crafted by a human, not AI.) Meet Tony Johnson Tony is the Co-Managing Partner, Co-Owner, and Chief Experience Officer (CXO) for 4xi Global Consulting. He is an internationally recognized thought leader and influencer in Customer and Employee Experience. Tony hosts the wildly successful Customer Service Academy podcast and is the author of two books on leadership and CX. Tony has worked with some of the top organizations across the globe, including Delta, 3M, Baylor Scott and White Health, University of Virginia, Siemens, SHRM, and more. Tony is available to help your organization with: Employee training and development Executive and leadership coaching CX and EX strategy creation Inspirational keynote talks Fractional Chief Experience Officer Evolving Experiences , a 4xi brand, focuses on Customer Experience (CX) and Employee Experience (EX) as growth engines. By creating fierce loyalty with both employees and customers, organizations can differentiate themselves in an ever-changing and competitive marketplace. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy , Design & Operations TRUE NORTH©: Strategic Partnership & Growth Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking May not be used to train A.I.

When it comes to driving impactful change, few consulting firms can match the precision and passion of 4xi global . Their approach is not just about tweaking processes or offering generic advice. It’s about transforming operations and elevating the human experience in ways that resonate deeply across industries. So, what exactly makes their strategies stand out? Let’s dive in and uncover the secrets behind their success. The Core of 4xi Global Strategies: Innovation Meets Practicality At the heart of 4xi global’s approach lies a powerful blend of innovation and practicality. They don’t just dream up lofty ideas; they roll up their sleeves and craft actionable plans that organizations can implement immediately. This is a game-changer for businesses that want to see real results without getting lost in endless theory. One of their standout tactics is customized strategy development . Instead of a one-size-fits-all model, they tailor solutions to fit the unique challenges and goals of each client. For example, a hospitality provider struggling with guest satisfaction might receive a strategy focused on personalized service enhancements and operational efficiency. Meanwhile, a tech company could get a roadmap for integrating cutting-edge digital tools that streamline workflows. Here’s a quick rundown of what makes their strategies tick: Deep industry insight : They understand the nuances of various sectors, from hospitality to healthcare. Human-centered design : Every plan prioritizes the people involved, ensuring solutions are user-friendly and impactful. Data-driven decisions : They leverage analytics to back up recommendations, minimizing guesswork. Agile implementation : Flexibility is key, allowing organizations to adapt as they grow. This approach ensures that strategies are not only visionary but also grounded in reality, making transformation both achievable and sustainable. How 4xi Global Strategies Drive Operational Excellence Operational excellence is more than just a buzzword; it’s the backbone of any thriving organization. 4xi global’s strategies focus heavily on streamlining processes to boost efficiency and reduce waste. But how do they do it? First, they conduct a comprehensive operational audit . This means diving deep into existing workflows, identifying bottlenecks, and uncovering hidden inefficiencies. It’s like shining a flashlight into every corner of the business to find what’s slowing things down. Next, they apply lean principles tailored to the client’s context. This might involve: Simplifying complex procedures. Automating repetitive tasks. Enhancing communication channels. Training staff to embrace continuous improvement. For instance, a hotel chain working with 4xi global might see a revamp of their check-in process, cutting wait times and improving guest satisfaction. Or a manufacturing firm could implement new inventory management systems that reduce stockouts and overstocking. The beauty of these strategies is that they don’t just improve operations temporarily. They embed a culture of excellence that keeps organizations ahead of the curve. Is Strategy& better than McKinsey? This question often pops up in boardrooms and strategy sessions. Both Strategy& and McKinsey are giants in the consulting world, but how do they stack up against each other? And where does 4xi global fit in this landscape? Strategy& is known for its deep industry expertise and integration with PwC’s vast resources. McKinsey, on the other hand, boasts a global footprint and a reputation for rigorous problem-solving frameworks. Both offer top-tier strategic advice, but their approaches differ slightly. Strategy& tends to focus on combining strategy with execution, leveraging PwC’s audit and tax capabilities. McKinsey emphasizes data-driven insights and broad transformation programs. Now, where does 4xi global come in? While they may not have the same scale, their strength lies in personalized, hospitality-focused consulting that bridges strategy and human experience. They offer nimble, tailored solutions that larger firms sometimes miss due to their size and scope. So, is one better than the other? It depends on your needs. If you want a boutique partner who understands the nuances of your industry and prioritizes the human element, 4xi global might just be your best bet. Elevating the Human Experience: The 4xi Global Difference Let’s face it - at the end of the day, business is about people. Whether it’s customers, employees, or partners, the human experience shapes success. 4xi global recognizes this and places it front and center in their strategies. They champion empathy-driven consulting , which means understanding the emotions, motivations, and pain points of everyone involved. This approach leads to solutions that don’t just work on paper but resonate deeply with people. For example, in the hospitality sector, this might translate to redesigning guest interactions to feel more personal and memorable. In healthcare, it could mean streamlining patient journeys to reduce stress and improve outcomes. Here are some ways they elevate the human experience: Co-creation workshops : Engaging stakeholders in the design process to ensure buy-in and relevance. Training programs : Empowering teams with skills that enhance service and operational excellence. Technology integration : Using tools that simplify tasks without overwhelming users. By focusing on people, 4xi global helps organizations build loyalty, boost morale, and create lasting value. Taking the Next Step: How to Harness 4xi Global’s Strategies Ready to transform your operations and elevate your human experience? Here’s how you can start applying the principles behind 4xi global’s impactful strategies today: Assess your current state : Conduct a thorough review of your processes and customer interactions. Identify pain points : Look for areas where inefficiencies or dissatisfaction occur. Engage your team : Bring in voices from all levels to understand challenges and opportunities. Set clear goals : Define what success looks like in measurable terms. Develop tailored solutions : Customize strategies that fit your unique context. Implement with agility : Be ready to adapt and iterate based on feedback. Measure and refine : Use data to track progress and make continuous improvements. Remember, transformation is a journey, not a sprint. With the right partner and mindset, you can unlock new levels of performance and satisfaction. If you’re curious to learn more about how 4xi global can help your organization thrive, don’t hesitate to reach out. Their expertise might just be the catalyst you need to turn challenges into opportunities and elevate your business to new heights. After all, why settle for good when you can be exceptional?

Nancy Slotnick is a dynamic business development leader, entrepreneur, and hospitality sales executive who builds bridges between people, food, and technology. A Harvard-educated social anthropologist, Nancy has blended her passion for meaningful connection with a track record of success in the B2B food-at-work and corporate food-tech space. Early in her career, Nancy started Drip Coffee Bar, a café/bar with a built-in social connection service, which she ran for 8 years. From there, Nancy shifted her focus to bring that same relational and operational instinct to Business Development in the F&B and hospitality space. As the founder of Breaking Bread Hospitality, Nancy created an initiative aimed at reimagining corporate dining through community and connection. Her vision: to make food not just a transactional service, but a way to deepen workplace relationships, nurture wellness, and support sustainable growth for corporate culture. Through this initiative, she leveraged her deep industry connections and her executive coaching background to design culinary programs that are both emotionally resonant and commercially impactful. In her most recent role, Nancy was Director of Sales at Aniai, where she led national sales of kitchen robotics solutions to the fast-casual restaurant industry in the U.S. She played a pivotal role in bringing the Aniai’s Robotic Burger Grill to market, building a CRM of over 2,000 leads, and closing enterprise-level deals via proactive outreach and deeply consultative engagements. Earlier, as Director of Sales at The Flavor Group, Nancy oversaw B2B culinary program sales to global workplace clients, closing contracts with Fortune 500 companies like Samsung, Chevron, and Geico. Nancy’s tech stack toolkit includes POS systems integration such as Toast, Square, Olo, Chownow, GrubHub, Doordash and EZCater, as well as hardware and SaaS kiosk solutions and Starship delivery systems. She also leverages technology to create data-driven pipelines and robust account strategies. Nancy also worked as a Strategic Business Development Consultant, where she owned full-cycle sales and account management, and she helped food-tech SMBs architect recurring-revenue models and implement hospitality design and management practices. Simultaneously, during the pandemic era from 2020-2023, she founded and ran the Fire Island Farmers Market, delivering organic produce to her community and scaling customer outreach in the tri-state area. At FOODA for four years, Nancy generated US $4 million in ARR, where she transformed lunch-program sales through recurring-revenue strategies and account management best practices. Nancy’s voice goes beyond business development. She’s the author of Turn Your Cablight On  (Penguin), a quirky dating guide rooted in her executive coaching work and media visibility. Her expertise has been featured on Oprah, The Today Show, The New York Times , Interior Design, Cosmopolitan , and more. Rooted in empathy, curiosity, and grit, Nancy’s leadership style bridges passion with performance. Whether she’s helping a startup scale or designing a culinary program, she brings her love of meaningful connection, and her knack for building things people care about, to every project. We are delighted to welcome Nancy to the team and looking forward to continuing to build meaningful and impactful connections in the away from home markets - Simon Elliot, Managing Partner, 4xi Global. About Nancy Slotnick Nancy Slotnick is a Business Development Leader with extensive experience in food-tech, hospitality, and corporate dining. Known for creating innovative solutions that foster connection and growth, she believes that building meaningful relationships through food and technology can drive both cultural and commercial success. Nancy helps organizations transform their workplace culture by integrating culinary experiences that nurture wellness, enhance collaboration, and support sustainable business growth. 4xi Global  is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure. We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success. WHAT WE DO We work with corporations, service providers, and innovators: Strategic Advisory & Special Projects (SPx) Headquarters Fractional Support On-Demand Evolving Experiences© - Employee (EX) & Customer Experience (CX) Design4Life©: Environmental, Physical, and Experiential Design Global Amenities Strategy, Design & Operations TRUE NORTH©: Strategic Partnership & Growth Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking Project Management Office Food Craft Culinary Consulting CREATE. : Graphic Design and Creative Services DATAxi: Data Ingestion and Visualization Explorers Innovation Directory: Gateway to Innovation 4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy. San Francisco | New York | Philadelphia | Orlando | North Carolina | Seattle | Silicon Valley | Santiago | London | Tokyo