After a stellar 40+ year career working with premier contract managed service companies, Tony Benedia brings his experience from a diverse range of lines of business, including K-12 to the 4xi team. Tony has extensive knowledge and success partnering with clients, understanding their unique strategic needs, and developing solutions that exceed expectations. Tony and his teams have been recognized and received numerous awards for innovation, operational excellence, client retention, new sales growth, and team development. Before a short retirement, Tony led a team over the last decade that delivered exceptional results in the K-12 environment. His team experienced outstanding retention, organic growth, and new school district partnerships. Tony delivered increased profitability through investment strategies that maximized student participation and engagement, enhanced client returns, and improved value for all stakeholders. Tony championed many K-12 initiatives within the public and charter school areas including waste reduction and sustainability, student advocacy groups, Governing Board communication, and parental involvement while providing recommendations that assisted clients with strategic plans as a trusted advisor. Tony’s culinary background was an asset to the K-12 segment by ensuring that Executive Chefs were added to the school districts to reengineer USDA-compliant recipes, supply chain negotiations, unique packaging, and innovative menus based on student involvement and demographics. Taking a retail approach to school food programs Tony grew participation dramatically, including many of the non-users.  In addition to enhancing the food service program, Tony partnered with many Superintendents and School District Administrators to help support key areas such as teacher retention, speed of service tracking, customer service training, community engagement, investment strategies, and Facility Services solutions such as testing air quality, evaluating lighting and room temperature which assists with student performance and reduced absenteeism. "We're delighted to welcome Tony to the 4xi family - we believe that the K-12 market is an opportunity for us to build upon our experience-first focus and elevate the K-12 dining experience for students, parents, and schools alike." - Simon Elliot, Managing Partner, 4xi How can Tony help your School District? Tony is available to offer support on a consulting basis for individual projects as well as ongoing expertise with the support and resources of the 4xi Global Consulting team. If you are striving to enhance your strategic plan, while improving your financial results, key success indicators, drive student participation and engagement, and create a culture that attracts and retains talent, Tony has a proven track record of success to help you achieve your goals. Tony Benedia Senior Consultant, Strategy and Operations Currently residing in the Chicagoland Area, Tony can be contacted at tonybenedia@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 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

We are proud to announce the launch of our first annual Customer Experience (CX) survey. We hope you will take a moment to complete the survey and lend your voice to the future of experiential research, paving the path to future transformation. Why are we doing this? Surveys are much more than just a way to gather feedback—they're a strategic asset that can inform service strategy, improve customer retention, and elevate the overall brand experience. They fuel data-driven decision making and guide organizational priorities. That is why we are taking the time to gather research on what customers, consumers, and guests want in today’s marketplace to help organizations thrive in this experience-based economy. We believe in the power of the collective and that is why we are bringing industry leading expertise together with this brief survey to craft our first annual report on CX. Understanding What Matters Most Surveys lend voice to preferences. The insights gathered can reveal trends and preferences that might otherwise go unnoticed. This customer-centric thinking is a hallmark of great businesses and great leaders. By taking the time to ask customers what’s working—and what’s not—you can fine-tune your offerings, making sure that the experience you deliver aligns perfectly with their needs. Customers love to feel valued, and surveys are an excellent way to engage them in meaningful conversations that foster loyalty. Improving Accountability and Execution Feedback collected through surveys doesn’t just help improve customer-facing operations, but it also drives accountability. It ensures that every team, from the front line to headquarters, stays aligned and focused on service improvement. When you respond to customer feedback in an intentional way, it ensures the team is continuously growing and  not simply relying on assumptions or outdated practices. Closing the Loop: Actionable Insights As mentioned earlier, without action, surveys are meaningless. Gathering survey information is only half the battle. The real value comes from acting on that data, which is where organizations often fall short. Customer feedback drives continuous improvement, enhances employee learning, and provides the metrics needed to measure success. From service recovery opportunities to celebrating team successes, surveys offer a roadmap to better serve customers every day. This is why we plan to conduct this survey annually to watch the trends evolve as customer, consumer, and guest preferences change. We hope you will join us and lend your voice to the conversation. We look forward to hearing from you and sharing the insights with you once you have completed the 2024 4xi CX Survey.   Tony Johnson Chief Experience Officer in Residence 4xi Global Consulting Meet Tony Johnson Tony is the Chief Experience Officer (CXO) for 4xi Global Consulting and leader of the Evolving Experience practice. Tony is an internationally recognized thought leader and influencer in Customer and Employee Experience. He 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 3M, Baylor Scott and White Health, University of Virginia, Siemens, SHRM, and many many more. Tony is available to help your organization with: Executive and leadership coaching CX and EX strategy creation Inspirational keynote talks Fractional Chief Experience Officer Fractional Chief Training + Development 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, organization can differentiate themselves in an ever-changing and competitive marketplace. Let’s talk about your employee experience, guest experience, fan experience, student experience, patient experience, or traveler experience to craft compelling moments that build lifelong loyalty. 4xi: Inspiring a brighter future, together. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, creating an impact on 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. 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 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 | Orlando | North Carolina | Philadelphia | Seattle | Silicon Valley | Dallas | Santiago | London | Tokyo

In today’s interconnected business environment, the strength and success of strategic partnerships are more critical than ever. For companies to thrive, they must move beyond simple vendor-client relationships and foster partnerships that align on vision, strategy, and outcomes. This shift isn't just a "nice to have" - it is essential to driving mutually beneficial outcomes for both the client and service provider. Here, we explore the foundational elements necessary for building and managing successful strategic partnerships. The Cornerstone of Strategic Partnerships: (P+V+M+P) At the heart of any successful partnership lies a deep understanding of why the partnership exists and what it is you are setting out to achieve. To build a sustainable relationship, both parties need to align on their Purpose, Vision, Mission, and Values (P+V+M+P). This alignment provides the foundation upon which the partnership can grow. Purpose (P):  Why are you in business, and why are you partnering with this organization? Vision (V):  What future are you working toward? Both parties should have a shared vision that reflects long-term goals. Mission (M):  What do you aim to accomplish together? Clearly define the objectives of the partnership. Values (V):  What guiding principles shape your actions? A mutual respect for each other's values ensures that decisions are made with integrity. Memorializing these elements not only establishes a common ground but also helps prevent misalignment down the road. When both partners know why they are engaged, they can work with clarity and purpose toward shared goals. CONSIDER:  memorializing these elements into a Partnership Charter which becomes the cornerstone of all that you do - from your monthly meetings to your quarterly and annual business reviews, and an abridged version as a pocket card for all front-line associates. Cascading the strategic intent throughout all sides of the partnership can start to change and align behaviors, and attain the outcomes you seek. Defining Standards and Expectations Once the foundational elements are in place, the next step is to define clear standards and expectations for the engagement. These serve as guardrails, ensuring both parties are aligned on performance and outcomes. Deliverables: What are the specific outputs expected from each side? Communication Protocols:  Establishing how often and in what manner communication occurs can prevent misunderstandings. Timelines and Deadlines:  Clear expectations around timelines ensure that both parties are on track. By setting transparent expectations, you create an environment where each partner knows exactly what is required for the relationship to succeed. Understanding What’s Important for Success Both parties bring their own set of priorities to the table, and understanding these is key to forging a successful relationship. Discuss and agree on what is important to each party to achieve success. Whether it’s cost efficiency, innovation, or customer satisfaction, recognizing these priorities helps you align on what matters most. Mutual Benefits should always be the goal. A true partnership goes beyond transactional benefits, ensuring that both sides see value in continuing the relationship. CONSIDER:  a fully transparent financial model where both parties agree to a fixed fair and reasonable rate of return for the services provided. This can be a monetary amount or a percentage and represent an incentive for delivering the services to agreed levels mutually agreed. Then, add an incentive to encourage over-performance, and risk in case of underperformance. Incentivizing for True Mutual Success The traditional approach to partnerships often hinges on a pass/fail mentality. Did we meet the contract terms? Yes or no? But to achieve true mutual success, partnerships need to be incentivized in a way that goes beyond this simplistic view. Incentive structures can include: Performance Bonuses:  Financial incentives for exceeding expectations. Innovation Incentives:  Rewards for contributing innovative ideas or processes. Joint Growth Opportunities:  Collaboration on new markets or services that benefit both parties. True success comes when both sides have skin in the game and are equally motivated to push for excellence beyond contractual obligations. CONSIDER:  incentivizing not only the business but also the people in the business. Through clearly communicating and cascading the stated objectives of the strategic partnership, building cultural commitment to those goals and shaping behavior in a way that everyone wins. This can be extended all the way to the front line associates who have it in their grasp to make great happen every day. Measuring Success: CPIs, KPIs, and KFIs For any partnership to flourish, it must be measured against clear, data-driven metrics. These are often categorized as Critical Performance Indicators (CPIs), Key Performance Indicators (KPIs), and Key Financial Indicators (KFIs). CPIs: These are the metrics that, if unmet, critically damage the relationship. They represent non-negotiables. KPIs: These measure ongoing performance against the agreed-upon objectives, helping you track progress over time. KFIs: These financial indicators give insight into operational efficiency, profitability, and cost management within the partnership. Having the right metrics in place ensures that you can objectively assess the health of the relationship. Risk Management: Measuring and Rewarding Success, and Addressing Underperformance An important element of strategic partnerships is the ability to measure success and apply risk for underperformance. Success should be rewarded — but when performance dips, there must be consequences. Rewards: Bonuses, recognition, and even opportunities for future projects should be awarded to partners who exceed expectations. Risk for Underperformance:  Penalties, renegotiations, or termination clauses should be considered if either party fails to meet critical performance standards. An agile risk management system can address underperformance early and maintain the integrity of the partnership. Tools for Aggregating and Measuring Success To effectively manage and measure success in a strategic partnership, both parties should leverage advanced tools and technologies. At 4xi Global Consulting, we use innovative tools like: Elevate©: A digital quality audit and performance monitoring platform. DATAxi: A data ingestion and visualization tool to give you real time visibility. Pricing Power Parity Index (P3):  A tool to ensure fair and transparent pricing across different markets. These tools empower both clients and service providers to make data-driven decisions that lead to continuous improvement and sustained success. Additionally, the 4xi Periodic Table of HX Design provides a systematic approach to understanding the key drivers of Human Experience (HX) in partnership engagements. It outlines the essential elements — from emotional connections to operational effectiveness — that ensure both sides of the partnership thrive. By incorporating these elements into the partnership framework, organizations can create experiences that drive higher engagement and better performance. Why Strategic Partnerships Matter for Parity, Trust, and Efficiency Strategic partnerships go beyond immediate business gains — they are essential in creating parity, building trust with the workforce, and achieving global consistency in operations. Here's why this matters for any organization: Building Trust with the Workforce:  When partners operate under shared values and well-defined expectations, it builds confidence among teams. Trust is the cornerstone of an engaged, high-performing workforce, and strong partnerships foster a culture where employees feel supported and aligned with business goals. Establishing Global Standards:  With a fully designed and consistent approach, strategic partnerships enable organizations to maintain global standards, ensuring that processes, services, and performance are consistent across all markets. This global consistency is crucial for scaling operations, managing risk, and maintaining a high standard and consistency of service (and experience) across your portfolio. A Great Place to Work:  A successful strategic partnership helps create a workplace that values collaboration, innovation, and continuous improvement. Employees in organizations with strong partnerships tend to feel more engaged, motivated, and committed to the company’s long-term success. Gaining Efficiencies:  By aligning on CPIs, KPIs, and KFIs, and utilizing tools like Elevate© and DATAxi, organizations can streamline their operations. Efficiency comes from the consistency of processes and the ability to quickly identify and address areas for improvement. This results in reduced waste, cost savings, and optimized performance. Parity and Consistency of Experience:  By establishing global standards and employing tools like 4xi’s P3 Index, organizations can create a consistent experience across all geographies and touchpoints, ensuring that every stakeholder, from customers to employees, experiences the same high level of service and value for money. To learn more about our approach to Strategic Partnership, check out TRUE NORTH© and our Partnership Optimization Program (POP) HERE: Strategic Partnership Methodology: A Key Driver for Success At its core, strategic partnership methodology and management isn’t optional. It's essential. To truly drive success, both client and service provider organizations need a structured approach to partnership management that is proactive, data-driven, and focused on mutual benefit. In a world where businesses are increasingly interconnected, those that invest in strong strategic partnerships will be the ones that thrive, consistently exceeding performance expectations and driving long-term, sustainable success. By embracing these principles and tools, your partnerships can go beyond simple transactions to create meaningful, lasting value for all parties involved. 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

For those of us who have been paying attention, the recent Hurricane Helene is yet another example of the growing impacts of climate change. But for many, this unexpected mega-storm may be the moment that connects the dots. Or perhaps it's the record-breaking intensity of Hurricane Milton, moving through the Gulf of Mexico, bringing fear, forcing evacuations and wreaking havoc right on the heels of Helene. Climate change is no longer happening in far-off places; it’s here, affecting us in ways many couldn’t have anticipated. From hurricanes to wildfires, we’re seeing firsthand how our world is transforming, and people and businesses can no longer afford to sit on the sidelines. The time to act has long passed; it’s now about how quickly we can implement meaningful solutions. At New York Climate Week, the message from experts was resoundingly clear: the time for action is now. But despite this urgent call, I still hear from many businesses that aren't sure whether they should act or what steps to take. The uncertainty, the overwhelm, the hesitation—these are barriers we must overcome. A Reluctance to Act: The Hesitation of Businesses I understand the hesitation. Sustainability can seem daunting, with its complexities, competing priorities, and wide-ranging impacts. For foodservice organizations already juggling supply chains, cost pressures, and operational demands, sustainability can feel like another challenge. But sustainability isn’t separate from business—it’s as integral as HR, finance, or operations. Doing nothing is the riskiest option of all. Climate change impacts every facet of our industry, and by waiting, we’re only exacerbating future challenges. Sustainability must be embedded in every decision we make, across every department. What I'm Doing in Response To help cut through the noise, I’ve made it my mission to provide businesses with simple, concrete steps they can take to become more sustainable. Each week, I’ve been releasing 10 actionable steps for foodservice and restaurants to take in alignment with the United Nations Sustainable Development Goals (SDGs). The SDGs offer a structured framework for acting across a range of environmental and social issues—whether it's reducing food waste, adopting clean energy, or promoting responsible sourcing. These weekly steps make the global SDGs more approachable for foodservice organizations, offering clear, digestible actions they can start implementing today. Pulling Together Educational Resources Education is key, and that’s why I’m not just releasing actions—I’m also bringing together industry leaders and experts to share their knowledge through educational webinars. These webinars aim to provide clarity and guidance to foodservice organizations unsure of where to begin. We explore issues like food waste, energy efficiency, and sustainable sourcing, always focusing on practical, actionable steps businesses can take. RESOURCES: Publications, webinars & podcasts See below a series of publications, webinars and podcasts that will help you on your journey to a sustainable future: Cradle to Cradle: The Future of Food Waste You can watch or listen to the recording here, use this password to access: GA0=eNYG The Future of University Foodservice and Sustainability: Navigating Challenges and Embracing Innovation In this session, university foodservice professionals will share their perspectives on the latest trends and challenges in creating sustainable dining experiences. We’ll dive into practical strategies for achieving sustainability goals, spotlight cutting-edge technologies that are transforming operations, and discuss how student engagement can drive meaningful change. Whether you're a part of a university administration, a foodservice provider, or a sustainability advocate, this webinar will provide actionable insights and a roadmap for the future. Upcycled Foods: Transforming Foodservice with Sustainable Solutions Join us for an insightful webinar on the future of upcycled foods in the foodservice industry. With an increasing demand for sustainability, innovative companies leading the way by creating high-volume, foodservice-friendly products from ingredients that would otherwise go to waste. In this session, you’ll learn how upcycled foods can reduce food waste, lower costs, and appeal to your customers. Explore real-world examples, get inspired by successful implementations, and discover how your foodservice operation can contribute to a more sustainable future by incorporating upcycled foods into your menu. Podcast: Going Zero In addition to webinars and actionable steps, I co-host the Going Zero podcast, a platform aimed at educating businesses about sustainability. On the podcast, we explore practical solutions for reducing environmental impact and share insights from industry leaders and experts across various sectors. Whether we’re discussing electrification, food waste, or strategies for achieving net-zero, Going Zero is designed to help businesses take real steps toward sustainability. I’ve provided you with actions and education, but now it’s up to you to decide what works best for your business. Whether it’s reducing waste, working within your supply chain or considering renewable energy, the key is to start. Sustainability is not a one-size-fits-all solution, but there are concrete steps everyone can take: A Call to Action: It’s Time to Do Something Here’s the bottom line: Do something. Whether you’re implementing one of the 10 actions I release each week, attending a webinar, or starting a conversation with your team, the most important thing is to start. Sustainability is no longer a choice—it’s a necessity, both for the survival of our planet and for the future of your business. The impact of climate change is unavoidable. Whether it’s the unexpected devastation of Hurricane Helene or the creeping effects of rising temperatures on global food supplies, we are all touched by it in some way. For foodservice leaders, the time to act is now. By embracing sustainability, you are not only contributing to the greater good but also positioning your business as a leader in a changing marketplace. Let’s move beyond talk and act. Follow me on LinkedIn for weekly actions and get notifications of future webinars. Listen to the Going Zero podcast. Review our Foodservice Sustainability Strategy & Transformation offer to learn more how we can help you with a project or transformation. Schedule a discovery call with me and let’s talk about what you are trying to achieve. With 4xi, you gain an entire team dedicated to supporting your sustainability transformation. Embrace sustainability as an integral part of your business ethos and operations, and watch it transform challenges into opportunities for growth and innovation. Explore how 4xi Global Consulting can help your foodservice business lead the way in sustainability with a simplified, impactful approach. Together, we can build a better, and brighter future, together! So, let's get started now. Sustainability Simplified © CHRISTY COOK Christy is 4xi's Chief Sustainability Officer in Residence is the lead of Sustainability Simplified©. Christy specializes in ESG Advisory, Strategies, Sustainability Road Maps, Measurement, Systems, and Reporting. To learn more about Sustainability Simplified© and 4xi visit our website: who we are, what we do, and how we inspire a brighter future, together: www.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. 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 Academy Explorers Innovation Directory: Gateway to Innovation Sustainability Simplified©: Supply Chain & Innovation Market Research Reports & Benchmarking FoodCraft Foodservice Consulting CREATE. Creative & Marketing Support 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

Introducing Innovation-X Incubator: The Future of Hospitality and Services Begins Here We are thrilled to announce the launch of Innovation-X Incubator , a groundbreaking initiative from 4xi Global Consulting, designed to ignite the future of the hospitality and services sectors. At Innovation-X, we believe in the power of bold ideas and the relentless drive of innovators. Our mission is to transform visionary concepts into industry-shaping solutions, turning startups into leaders and dreamers into pioneers. What is Innovation-X? Innovation-X is not just an incubator—it’s a launchpad for the next big breakthroughs in hospitality and services. We are dedicated to identifying, nurturing, and scaling groundbreaking technologies, services, and products that have the potential to disrupt and redefine these global markets. How We Empower Innovators At Innovation-X, we don’t just review ideas; we partner with innovators to propel their concepts to new heights. Here’s how we help you soar: Spotting the Game Changers:  We seek out innovations that solve real-world challenges within the hospitality and services sectors. If your idea addresses a clear need or problem, we’re excited to hear about it. Accelerating Your Growth:  A great idea is just the beginning. We help you turn that idea into a sustainable business. Whether you’re refining your strategy or seeking funding, we’re here to accelerate your journey to success. Building Strategic Partnerships:  Our extensive network within the industry connects you with the right clients and service providers, ensuring that your innovation drives value and makes a lasting impact. Securing Your Future:  We don’t just focus on your present success; we help you secure your future. From investment opportunities to market expansion, we work alongside you to ensure your business not only survives but thrives. Meet the Innovators of Innovation-X We are proud to showcase some of the groundbreaking innovations that are already taking shape within Innovation-X: Gigxi (pronounced Gigzy):  The Uberization/Tinderization of the hourly workforce for the services industry, Gigxi revolutionizes how businesses connect with and manage their hourly employees. This platform makes it easier than ever to find, hire, and retain the right talent for the right job, whenever you need it. Nectarine:  A digital platform designed to manage centralized on-site services, Nectarine ensures quality control, parity, and streamlined management of statements of work. This innovation allows businesses to oversee multiple service contracts with precision and ease, driving efficiency and consistency across the board. P3 - Pricing Power Party Index:  P3 is an innovative tool designed to help dispersed food-related organizations optimize their pricing strategies to match metro-level dynamics. By providing real-time pricing insights, P3 empowers businesses to stay competitive in diverse markets, ensuring they hit the sweet spot on pricing. OpeRaison:  This innovative concept activates multi-tenant buildings by creating vibrant food and beverage lounges where people can eat, meet, relax, and even enjoy a glass of wine or beer at the end of the day. OpeRaison transforms underutilized spaces into bustling community hubs, enhancing the tenant experience and driving engagement. Why Choose Innovation-X? Innovation is at the core of everything we do at Innovation-X. We are passionate about empowering innovators to turn their dreams into reality. Our incubator is more than just a space for ideas—it’s a dynamic ecosystem where the future of hospitality and services is being shaped, one groundbreaking idea at a time. If you’re ready to transform your concept into a soaring success, Innovation-X is here to help you spread your wings. Together, we’ll create the future of hospitality and services. Meet the Minds Behind Innovation-X Simon Elliot, Managing Partner A co-founder of 4xi Global Consulting, Simon brings decades of experience in the food and facilities services industry, having worked with global giants like Sodexo and Aramark. Prentiss Hall, Innovator in Residence, Hospitality Prentiss is a thought leader and innovator in the hospitality sector, known for building LifeWorks Restaurant Group from the ground up into one of the fastest-growing premium foodservice brands. Jeff Kraft, Innovator in Residence, Hospitality & Services With a strong background in technology and hospitality, Jeff has successfully led and sold Nourish Inc., a commissary kitchen and food delivery business, to Sodexo. Strings Kozisek, Innovator in Residence, Technology Strings brings over 25 years of executive leadership experience in technology and consulting, currently serving as CEO and Managing Partner of Tekumo. Are You Ready to Innovate? The future of hospitality and services starts now. If you have a bold idea and the passion to bring it to life, Innovation-X is ready to partner with you. Join us in shaping the next wave of industry-defining solutions. If you would like to learn more about Innovation-X, visit our webpage: 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

Ease of Doing Business: Removing Resistance to Accelerate Growth and Retention. Is it time? Have you ever taken a step back to ask, “How easy is it to do business with us?” It might seem like an abstract question, but consider for a moment the real, tangible impact that ease - or friction - has on customer growth, loyalty, and retention. In today’s fast-paced business world, the companies that thrive are often the ones that remove unnecessary obstacles, creating a seamless experience that delights customers and builds lasting relationships. Take the technology industry as an example. Not so long ago, setting up a new device required a computer science degree or, at the very least, a lot of patience and technical know-how. Fast forward to today, and companies have transformed the user experience to the point where setting up a new device takes just a few minutes. With everything included in the box, even pre-charged batteries, it’s a mere six swipes, and you’re all set up. This isn't accidental; it's intentional, user-centric design. Could this be a benchmark for how easy it should be to do business with your organization? What’s in the Way? Ease of doing business doesn’t just happen. Often, businesses face obstacles, either organizational or procedural, that make things harder for customers, sometimes without even realizing it. Here are a few common roadblocks: Organizational Silos: Are departments within your organization so compartmentalized that it creates an inconsistent experience for customers? Siloed structures can lead to miscommunication, delays, and a fragmented customer journey. When teams aren’t aligned, customers feel it, and it leads to unnecessary complexity in what should be a simple process. Legal Overreach: Of course, covering material risks is essential, but when legal protocols dominate, they can overshadow common sense. Are lengthy contracts, endless revisions, and the pursuit of eliminating every potential risk creating a roadblock for your customers? Sometimes, legal procedures can get in the way of a smooth start, leaving clients feeling bogged down with ‘buyer’s remorse’ even before the partnership has truly begun. Risk Aversion Mindset: While it's wise to protect against potential issues, there’s a fine line between risk management and pessimism. Being overly focused on what might go wrong can make you lose sight of what might go right. Too much emphasis on the “what ifs” can make the initial experience so daunting that clients hesitate to move forward or lose confidence in the value you provide. Over-Negotiation: Are you negotiating your post-marriage breakup before you’ve even finished your first date? While it’s prudent to address necessary terms, getting too granular in early discussions can set the wrong tone, leaving clients feeling wary and cautious instead of excited and optimistic. With one major client, we had got to the 18th version of the MSA. The client said, "we love you, but you are so hard to do business with". It turned out that the attorneys were negotiating against themselves around terms we had already accepted elsewhere - pointless! The Impact of Convenience: Big Journeys begin with Small Steps Consider this: Every touchpoint a customer experiences with your business has the potential to build trust or chip away at it. If it’s easy to interact with your company, whether in the initial stages or through ongoing support, customers are more likely to stay engaged and feel loyal to your brand. On the other hand, if there are constant hurdles, they may look elsewhere. Ease of doing business directly influences customer satisfaction and, ultimately, retention. Companies that prioritize convenience often find that they not only retain existing clients but also attract new ones. The more straightforward and enjoyable you make the journey, the stronger the relationship will become. Navigation: Strategies for Streamlining Your Business Processes Achieving ease of doing business requires a conscious, structured approach. Here are a few strategies that can help: Map Out the Customer Journey: By visualizing every touchpoint a customer encounters, you can identify areas where friction occurs and take steps to eliminate it. Streamlining onboarding, for instance, could make a world of difference in your customer’s experience. Challenge Unnecessary Steps: Is every step in your process essential, or are there parts that could be simplified or even removed? Sometimes, businesses inherit outdated practices or over-complicate processes that could be reduced to a few simple steps. Constantly re-evaluate and challenge each step to make sure it’s truly necessary. Empower Cross-Functional Collaboration: Encourage departments to work together instead of in isolation. Cross-functional collaboration breaks down silos, leading to a more cohesive experience for the customer. When teams understand each other’s roles and contributions, they’re better equipped to provide seamless service. Set Clear Expectations with Legal but Stay Practical: While protecting your business interests is vital, it’s also important to avoid creating an overly complicated experience for customers. Work closely with your legal team to create balanced agreements that cover essential risks without overwhelming clients with excessive clauses. Focus on Positive Outcomes: Adopt a growth mindset that focuses on potential success rather than just guarding against failure. By emphasizing opportunities and optimism in your interactions, you’re more likely to build a positive rapport with clients and create an encouraging atmosphere. Top 10 Tips for Making Your Business Easy to Do Business With Streamline Your Processes: Simplify everything from onboarding to invoicing. Identify and remove unnecessary steps to make interactions faster and easier for clients. Efficient workflows reduce frustration, build trust, and show that you value your customers' time. Enhance Communication: Make communication simple and accessible by offering multiple channels, such as email, phone, chat, and social media. Respond promptly and transparently, and ensure clients can easily reach the right person or department. Offer Clear and Flexible Payment Options: Flexible payment methods, including credit cards, digital payments, or extended payment plans, make transactions smoother. Transparent pricing and billing terms help clients feel comfortable and confident in doing business with you. Prioritize Customer-Centric Policies: Focus policies on customer convenience. Make your return, exchange, and refund policies clear, fair, and easy to understand. A customer-centric approach signals that you prioritize your clients’ satisfaction and long-term loyalty. Invest in a User-Friendly Website: Your website is often the first point of contact, so make it intuitive, visually appealing, and easy to navigate. Ensure essential information—like contact details, product or service information, and FAQs—is readily accessible. Provide Consistent Training for Your Team: Ensure your team is well-trained in customer service, knowledgeable about your offerings, and aligned with your values. Empower employees to make decisions, solve problems, and go above and beyond for clients. Optimize Your Digital Experience: Use digital tools to streamline interactions. Offer online scheduling, digital contracts, and mobile-friendly solutions to improve accessibility and speed. Automation in routine tasks like appointment reminders or order confirmations enhances efficiency. Listen and Act on Feedback: Regularly collect feedback through surveys, reviews, or direct conversations, and act on it. When clients see their feedback is valued and used to make improvements, they’re more likely to stay engaged and satisfied. Foster Transparency in All Transactions: Provide clarity around costs, timelines, and deliverables to avoid surprises. Keep clients informed throughout their journey with regular updates, especially when something changes, to build trust and reliability. Cultivate Long-Term Relationships: Build loyalty by offering ongoing support, personalized follow-ups, and rewards for repeat business. Make clients feel valued beyond the initial sale by providing ongoing assistance, resources, or exclusive offers that enhance their overall experience with your business. Making your business easy to work with is about reducing friction, meeting customer needs proactively, and creating a seamless, enjoyable experience at every touchpoint. By prioritizing these factors, you’ll build a reputation for reliability, attract loyal clients, and foster stronger partnerships. We Can Help: 4xi, Your Partner in Simplifying Business At 4xi, we believe that doing business with you should be straightforward and even enjoyable for your clients. Our “Ease of Doing Business Review” is designed to identify and remove friction points, unlocking a smoother experience for both you and your customers. We work across your organization to assess, align, and streamline your processes, turning customer interactions into positive and efficient engagements. Imagine a business environment where: Every step in your process is intentional, efficient, and valued by customers. Your contracts are clear and concise, covering essential elements without overwhelming your clients. Collaboration across teams enhances every customer interaction, creating a seamless experience from onboarding through ongoing support. Ready to transform the way you do business?  Contact us to learn more about how 4xi can complete a full "Ease of Doing Business Review" and explore strategies to win and retain better business. It doesn’t have to be hard - for you or your clients. It doesn't have to be this hard! Does it? Partner with us, and let’s make every interaction a positive one, setting the stage for growth, loyalty, and success. 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

We believe in the power of the collective and in the power of intentional, data-driven decision making. In today’s competitive environment, organizations that lean into customer centricity will find themselves with a competitive advantage. But the only way to be truly customer-centric is to stop talking, ignore the noise, and listen to what your employees and customers are saying – and then act on that feedback. As we near the finish line of our inaugural Customer Experience Survey, it is the perfect time to talk about what you should be doing with your customer and employee feedback. Please lend your voice to our survey, as it closes in just one week. In today’s experience economy, simply collecting customer feedback is not enough—you must put that feedback to work to enhance overall experience, foster loyalty, and drive continuous improvement. Implementing customer and employee feedback can turn survey results into powerful tools for meaningful change. Here’s how businesses can effectively gather, analyze, and implement feedback to make a lasting impact. 1. Set Clear Objectives and Choose the Right Metrics Before diving into feedback, set clear objectives for what you aim to achieve. Whether you're looking to improve a specific service, product feature, or touchpoint, establishing goals can help you focus on feedback that directly impacts these areas. Start by selecting relevant metrics—such as Net Promoter Score (NPS for customers and eNPS for employees), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES)—that align with your business objectives. These metrics provide quantitative data to track improvements over time and identify areas needing attention. Don’t neglect the qualitative or “open box” questions that give you the color commentary to bring the hard data to life. 2. Create Channels for Collecting Feedback Customers and employees should have multiple channels for sharing their feedback, as different people have different communication preferences. Use online surveys, social media, email questionnaires, and in-person interactions to collect diverse perspectives. The good old fashioned “table touch” or employee one on one still have tremendous value. The aim is to make feedback accessible to all and easy to give. In addition, always keep questions straightforward, allowing people to clearly express their ideas and concerns. 3. Analyze Feedback Thoroughly After collecting data, it’s time to analyze it. Start by categorizing responses based on themes, such as product issues, workplace experience, preferences, or website navigation difficulties. This intentional analysis helps identify patterns and recurring problems. For quantitative data, monitor changes in scores over time, and use analytics tools to uncover trends. Qualitative feedback, like open-text comments, provide deeper insights, so don’t neglect sentiment analysis here to identify key trends in a sea of verbatim comments. 4. Prioritize Feedback Implementation The first thing to remember here is that if you take action on what you hear, you will demonstrate you are listening. A shocking number of businesses ignore customer and employee feedback because they either don’t like what they hear or think they know better. Also, you can’t handle all feedback at once, so it’s essential to prioritize. Use a tiered approach to categorize feedback based on urgency, frequency, and impact. Then craft an implementation roadmap to ensure accountability and timing to put the data to work. 5. Communicate Changes Back to Customers A critical step often missed in the feedback loop is communicating back to customers and employees. Letting them know that their feedback has been heard and acted upon reinforces the value of their input and strengthens trust. Use email updates, social media posts + communities, or a dedicated “What’s New” section on your website to keep everyone informed. Transparency about changes being made—or even those that can’t be immediately implemented—demonstrates a commitment to customer and employee experiences. 6. Monitor Results and Iterate After implementing changes, continuously monitor performance to gauge the effectiveness of your efforts. Use follow-up surveys, ongoing feedback collection, and key metrics to measure improvements. Customer feedback implementation is a continuous process, so make adjustments as new insights emerge. Over time, this iterative process builds a stronger, more customer-centric approach to business. Feedback is a gift – but it can also sting. You aren’t going to love all the feedback you receive but remember that the negative feedback is more useful than the positive stuff in the long run. Certainly, celebrate the wins - and pass along recognition for those who made it happen – but don’t miss an opportunity to grow and strengthen your organization by learning where you are falling short. Collecting, measuring, and acting on feedback is crucial to any organization that wants to continue to grow in this ever-changing marketplace. Building loyalty and advocacy with your team and your customers will help set you apart and position you for continued growth and success.   Tony Crafted by a human, not AI. Meet Tony Johnson Tony is the Chief Experience Officer (CXO) for 4xi Global Consulting and leader of the Evolving Experience practice.  Tony is an internationally recognized thought leader and influencer in Customer and Employee Experience.  He 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 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 Fractional Chief Training + Development 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, organization can differentiate themselves in an ever-changing and competitive marketplace. Let’s talk about your employee experience, guest experience, fan experience, student experience, patient experience, or traveler experience to craft compelling moments that build lifelong loyalty. 4xi: Inspiring a brighter future, together. 4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, creating an impact on 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. 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 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 | Orlando | North Carolina | Philadelphia | Seattle | Silicon Valley | Dallas | Santiago | London | Tokyo

Ah, the delicate art of crafting a restaurant's essence! Picture, if you will, a gleaming establishment with tables immaculately set, candles flickering, and crystal glasses catching the light—but alas, nary a diner in sight. It is the culinary equivalent of a soufflé that fails to rise: all potential, yet utterly deflated. Now, compare this to the magnetic charm of a bustling bistro, brimming with laughter, the clinking of glasses, and the irresistible aroma of promise wafting through the air. It draws you in, doesn’t it? The lesson, dear reader, is as timeless as a perfectly executed Coq au Vin: a restaurant must be more than a feast for the eyes or palate. It must stir the soul, create moments worth remembering, and transform mere dining into an experience. A Symphony of Success: Beyond Food and Service Certainly, exquisite cuisine and impeccable service are non-negotiable—like the salt in a well-seasoned dish. Yet, these alone are not enough to tempt the discerning diner back through your doors. True success is a delicate orchestration, a balance of elements that play in harmony to create a masterpiece. Key Ingredients in the Gastronomic Sonata Outstanding Food Quality:  Each dish must sing, whether it’s a timeless classic or an avant-garde innovation. A perfect bite should tell a story, invoking care, precision, and the passion of its creator. Exceptional Service:  Imagine a maître d' who anticipates your desires, a server who exudes warmth, and a team that treats every guest as a cherished confidant. This is not mere service; it is an embrace. Ambiance That Whispers Elegance:  Lighting, decor, music—each detail should resonate with the ethos of your establishment. The environment is your silent storyteller, setting the stage for an unforgettable evening. Consistency Worth Toasting:  One glorious meal is a delight; a pattern of excellence is a promise. Guests return not merely for nostalgia, but for the assurance that perfection is always on the menu. An Emotional Connection:  Ah, here lies the pièce de résistance. A restaurant that does not touch the heart as well as the stomach is but a fleeting indulgence. Leave your guests feeling valued, appreciated, and ever so slightly enchanted. Value: The Subtle Alchemy Consider this: a truffle risotto at twice the price becomes a bargain when paired with an unforgettable experience. It is not about being the cheapest, but about crafting an affair so divine that every penny feels well-spent. A perfect restaurant visit leaves patrons sated in both stomach and spirit. Reflection and Refinement: Questions Worth Asking To the ambitious restaurateur, I ask: Is your menu a testament to greatness? Do your staff serve not just plates but smiles and stories? Does your ambiance invite diners to linger, to laugh, to dream? Are you a maestro of memory, creating an emotional symphony for your guests? Does your menu balance innovation with the comfort of the familiar? A Final Garnish: Actionable Wisdom Success, my friends, is a living, breathing entity. Consider the Italian trattoria where the first diners of the evening are seated by the windows—a simple yet brilliant strategy. People attract people, and soon, the entire establishment hums with life. For those seeking guidance, look no further than 4xi Global Consulting and 4xi360. Like a seasoned sommelier, they offer bespoke insights, actionable advice, and tools to elevate your craft. Their expertise transforms potential into performance, and their resources, free as a fresh loaf of bread at an Italian table, await your exploration. The Invitation Awaits In the grand banquet of the restaurant world, the meal is but the beginning. Success lies in the stories shared over dessert, the memories tied to every clink of the glass. With the right tools and strategy, you can transform your establishment into a haven that diners flock to, time and again. So, I implore you: let 4xi Global Consulting and 4xi360 be your guide. Why not explore their offerings and savor the difference? After all, a restaurant’s true success isn’t measured by its plates—but by its place in the hearts of its guests. Bon appétit! 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

In the ever-evolving Away from Home markets - spanning workplace, education, healthcare, senior living, and hospitality - access to quality resources and actionable insights is essential. Recognizing this, 4xi  has curated a rich repository of knowledge and tools, freely available through the 4xi Global Consulting Library and 4xi360 Resource Center. These resource underscore 4xi's commitment to empowering businesses, service providers, and individuals across these sectors. The 4xi Reading Library and 4xi360 are free resources designed to deliver engaging articles, valuable insights, practical tools, and essential resources to empower your success in today’s market. A Wealth of Resources for All The 4xi Reading Library and 4xi360 Resource Center offer a diverse selection of materials tailored to enhance both personal and professional development, as well as business operations, including: Research, Reports, and Industry Guidelines : A treasure trove of insights designed to keep organizations informed and competitive. Thought-Provoking Articles and Useful Links : Inspiring content to challenge conventional thinking and explore innovative approaches. Business in Action Magazine : Published every 2 months, review our back catalog full of interesting tips and tricks in thriving in your business. Business Templates : Customizable templates from Employee Handbooks to Job Descriptions, Job Aids, Business Policies, Procedures and much more. The 4xi360 Resource Center is packed with enterprise-grade tools, templates, and guides to help organizations of all sizes thrive. Together, these resources establish 4xi as the one-stop-shop for all your corporate services needs. And the cool thing is, if you cant find what you need, let us know and we'll create it for you! These tools address the nuanced needs of client-side organizations and service providers alike. Whether you're managing operations in a healthcare facility, running a senior living community, or navigating the complex demands of workplace services, the 4xi Library provides a foundation for success. Tailored to the Away from Home Markets The breadth of content in the 4xi Library reflects the diverse needs of the away from home industries. For individuals working in healthcare, the library offers insights into improving patient experiences and streamlining operations. In education, it supports administrators and service providers in delivering exceptional campus environments. For senior living, it provides best practices that enhance quality of life and operational efficiency. For those in workplace, 4xi offers a depth of insights into the future of work and how to enhance the work experience for all. Empowering Personal and Professional Development These 4xi resources are not just a tool for businesses - they are a resource for individuals seeking to elevate their skills and knowledge. From practical guides to thought leadership, the content is designed to foster growth and drive impact, no matter your role or sector. A Commitment to Excellence With these free resources, 4xi Global Consulting delivers unmatched value to its partners and clients, bridging the gap between insight and implementation. For the away from home markets - where adaptability, efficiency, and innovation are crucial - the 4xi Library and 4xi360 are here for you when you need us. Explore the 4xi Reading Library and 4xi360 Resource Center today to unlock a world of possibilities for your organization, your team, and your professional journey. Because at 4xi Global Consulting, we believe that knowledge and tools should be accessible to everyone striving for excellence and that we are BETTER TOGETHER! 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

On the face of it, things seem normal, like business as usual. You may have been in a business relationship for some time and feel comfortable with doing things like you always have. Why not? It’s worked so far, why change anything, why dig too deep at the risk of rocking the boat? The thing in business is that circumstances change all the time: sector developments, economic shifts, changing strategic priorities, new leadership, and personnel. In business standing still is not an option. The age-old, "the client loves us" can come back to bite you the day that you wake up on a Tuesday morning, receive the RFP, and you realize that your competition has been gnawing away at your operations and relationships for the past 12 months – is it too late? What is your retention rate for existing business, and your closure rate for new? To truly understand where you stand with your clients, you need to measure your retention and closure rates. Retention rate tells you how well you are maintaining your current clients, and the closure rate reveals how effective you are in bringing new business on board. Both metrics are critical for a healthy, growing business. A high retention rate indicates that your clients are satisfied and see value in your services. However, even with a high retention rate, complacency can lead to unexpected losses. Regular feedback, continuous improvement, and proactive engagement are essential to keep your clients satisfied and loyal. Similarly, a strong closure rate for new business is a positive sign but should not be taken for granted. Understanding why new clients choose your business and ensuring that you deliver on your promises is key to converting these new opportunities into long-term relationships. Brand Listening: What your clients really think! Brand listening is a proactive approach to understanding your clients' perceptions, needs, and expectations. It involves actively seeking feedback, analyzing client interactions, and monitoring social media and other platform clients might voice their opinions. Effective brand listening requires a systematic approach to gather, analyze, and act on client feedback. Below is 4xi’s comprehensive methodology to implementing brand listening for your organization. 1. Define Objectives Goals: Determine what you want to achieve with brand listening. These might include improving client satisfaction, identifying new service opportunities, enhancing brand perception. Metrics: Identify key performance indicators (KPIs) to measure success. For example: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), conversion rates, or client retention rate. 2. Identify Listening Channels Surveys: Online surveys, email surveys, post-service surveys. Social Media: Monitoring social media platforms. Review Feedback Sites Client Feedback Gathering Forms Direct Interactions: Client meetings, interviews, and focus groups. Monitor Customer Support Interactions 3. Develop Listening Tools and Processes Survey Tools: Leverage platforms like 4xi's CRITERION Benchmarking. Social Media Monitoring: Let us listen for you. Leverage Listening & Management Tools Use Feedback Analytics Tools 4. Develop Systemic Processes Survey Distribution: Regularly schedule surveys after key interactions. Monitoring Schedule: Set up regular intervals for review monitoring. Data Collection and Storage: Centralize feedback data in a CRM. 5. Collect Data Consistent Monitoring: All identified channels for new feedback. Proactive Engagement: Encourage clients to provide feedback. Comprehensive Coverage: Ensure all relevant feedback is captured. 6. Analyze Feedback Quantitative Analysis: Use statistical methods to analyze survey results. Qualitative Analysis: Conduct thematic analysis on open-ended responses. Sentiment Analysis: Determine sentiment (positive, neutral, negative). Trend Identification: Identify recurring themes, patterns, and trends. 7. Actionable Insights Generation Prioritize Issues: Prioritize client satisfaction and business outcomes the most. Opportunity Identification: Look for new service offerings or process improvements. Root Cause Analysis: Determine the underlying causes of negative feedback or recurring issues. 8. Develop and Implement Action Plans Action Steps: Define specific actions to address key issues. Responsibility Assignment: Assign roles and responsibilities. Timeline: Set realistic timelines for each action step. 9. Communication Strategy Transparency: Inform client changes being made based on their feedback. Regular Updates: Provide periodic updates on progress. Acknowledgement: Thank clients for their feedback and involvement. 10. Monitor and Measure Impact Track Metrics: Continuously monitor the KPIs defined in the objectives stage. Feedback Loop: Collect follow-up feedback to measure impact. Adjust Actions: Refine and adjust actions based on ongoing feedback. 11. Continuous Improvement Iterative Process: Make brand listening a continuous cycle of feedback collection, analysis, and improvement. Innovation: Stay open to new methods and tools for listening and engaging with clients. Engagement: Keep clients involved in the process, ensuring they feel heard and valued. Conclusion By following the 4xi structured brand listening methodology, your organization can gain deeper insights into client perceptions and needs. This approach not only helps in addressing immediate concerns but also fosters a culture of continuous improvement and client-centricity. Implementing effective brand listening ensures that your business remains agile, responsive, and competitive in an ever-changing market landscape. Don’t know where to begin, or don’t have the bandwidth? 4xi Global Consulting is here to help. To learn more about Brand Listening and how we can help your business attract and retain better business, contact us 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

Continuous improvement takes on many forms with a myriad of methodologies that can serve this purpose. The fundamental precept here being that of developing structures that allow processes, protocols or forms to be continuously evaluated for their success, function, usefulness, or value. Fine tuning organizational needs, adjusting and trimming the sails means constantly being both in line with and ahead of change or ultimately, need. The old saying of ‘At any given time, you're either moving forward or you're moving backward with no in-between’ is true.  We are either progressing or stagnating. There's no such thing as maintaining the status quo. At any given time, you're either moving forward or you're moving backward. Part of being a project manager is not just managing, corralling, or organizing but evaluating best practices and assessing if they work for ‘your’ project.  Be it a project postmortem or simply an end of project evaluation of how well the operation did, the notion of lessons learned and ways to improve outcomes is vital to the team. The Kaizen method is one such tool worthy of consideration. The Japanese philosophy of Kaizen guides the approach of continuous improvement using key steps in the process.  Kaizen was born from the notion that life should be continuously improved so we each can lead more satisfying and fulfilling lives.  This philosophy appeals to me. The concept when applied to business creates a forum and framework ideal to accommodate change —so long as you are continuously improving, the business can become more successful. Reaching the goal of continuous improvement is to optimize activities that generate value and to eliminate waste.  Let’s look at the 5 basis principles. The Kaizen approach consists of 5 elements: Teamwork, Personal discipline or ownership Improved morale Quality circles Suggestions for improvement. We all know teamwork, improved morale, quality circle meetings and suggestions for improvement can be useful when creating a feedback loop for how to make things better.  What sets Kaizen apart is the inclusion of the notion of ‘personal discipline’.  Raising the bar for each member of the team to contribute and share the load affords such strength and commitment to each member of the team.  Expressing expectations and rewarding commitment is key to constantly building extraordinary team performance. Managing a project requires all the 5 elements to be in motion constantly.  Keeping the team buoyed up under pressure, listening for their needs, improvements and ensuring the team is supported are the drivers towards progress.  It is, however, the power to empower and give license to everyone to own their contributions that makes the Kaizen approach a gift in project management.  Now, if the Kaizen method improves not just a team but everyone on the team, how does it offer value to the ‘organization’ as a whole? In short, Kaizen offers corporations enormous benefits. Greater staff satisfaction. Improved customer satisfaction. Reduction in staff turnover. Strengthened employee loyalty. Lower costs. Greater efficiency and productivity. Better problem solving. Committed, valued, and involved staff create strong teams and creative environments. Waste and the Kaizen Story: An interesting and increased awareness that arises from the practice of Kaizen in business is the respect for resources and waste.  This extension of the model is equally appealing as sustainability, environmental impacts, respect for resources and managing waste practices is and will continue to be a cornerstone for the world’s future not just from a financial perspective but from an environmental one. The three (3) elements of the waste cycle are simple and make so much sense. Muda (wastefulness): Practices that consume resources but do not add value. Mura (unevenness): Overproduction that creates waste and/or excess product. Muri (overburden): Too much strain on resources, including old or worn-out equipment and exhausted or overworked employees. While the practices of waste management are focused primarily on manufacturing or production environments the sentiments can easily to translated into any business. Ensuring that teams are not wasting time on cumbersome or tiring duties that could be streamlined; ensuring that the business takes a stand on minimizing trash, waste and reducing carbon footprint; providing staff with good quality equipment, technology, and communication access to allow them to work with less constraints and challenges.  The easier we make the simple things, the more time we afford for the creative and meaningful things to be developed or taken care of. Kaizen maybe a methodology driven from a philosophy, but the construct allows so much more than just structure around form and function, it supports creativity, growth and a sense of well-being that makes participating a joy and a passion not just a job or a role. ABOUT THE AUTHOR: DINA O'REILLY Dina is 4xi's growth lead, project management office and ghostwriter in residence all in one. To learn more about 4xi, you can contact Dina directly at dina@4xiconsulting.com or visit our website to learn more about who we are, what we do, and how we inspire a brighter future, together: www.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 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

Managing a project has many core facets but scheduling resources to get the project work done is at the heart of how to meet milestones, secure timely outcomes, and achieve success.  Let’s face it – you can organize a whole project but until the subject matter experts contribute or ‘do’ the work, there is no project. The challenge for many project managers is that resource scheduling often comes with competing objectives.  Resources can be on several projects at the same time, have their normal day-to-day workloads to complete, and report to managers not involved or who have department mandates that may not be aligned with those of the project. Here are a few tips for better resource scheduling on your projects: Use Resource Management Software With a plethora of platforms and software available, using a form of resource management software can be a boon to not just scheduling resources but helping to keep track of those resources and your overall project schedule. Use a Tree Format or Work Breakdown Structure Knowing what type of resources you need, how many of them, and for how long is the first step in the process. Discovery and conducting interviews to this end, at least for me, is vital.  Collecting every task that leads to the final deliverable might seem a daunting task but using a work breakdown structure can ensure you do not neglect any steps. In short, a work breakdown structure is just a tree diagram with the final deliverable on the top and the various branches (steps) that lead to the outcome underneath. The more complete the list, the more accurate the resource schedule can become.  Of all the steps in resource scheduling, this is by far the most important. There is no inconsequential task if it needs a resource, time, or effort. Discovery and interviews are vital to breaking down the steps in a process! Resource Smoothing Once you have all the steps, there are many ways to schedule resources. One way is sometimes referred to as resource smoothing.  This approach focuses on the time constraint above all else – the deadline in this scenario is all that counts. This approach is best applied when the steps must be completed on time, even if it means delaying other work. While this method removes some flexibility in your schedule, it most definitely makes scheduling more efficient and cost-effective. If you are choosing resource smoothing as your prime method, ensure you give adequate time to assessing the actual date or deadline for the project and understand the risks and dependencies for all the other activities. Focus on the time constraint above all else! Resource Leveling Another resource optimization technique is called resource-leveling.  This approach is most effective when you have more than enough resources to complete the project. As the Project Manager, you can then plan to distribute the resources over the work evenly. All things being equal, this method can improve morale and sure does make scheduling resources realistic and achievable. An outcome of resource-leveling may be the shortening or loosening of the schedule and the deadline might even change, but as you are not adding capacity, all is good. Constraints Constraints come in many forms on a project, but the 3 musketeers that pose the greatest risk are time, cost, and scope. These three forces are working on your resources, competing for your resources, and can feel like ghosts in the corridor.  It is, therefore, imperative that you define how they’ll impact the tasks so that you can tighten up your resource schedule. 3 Musketeers that pose the greatest risk are Time, Cost, and Scope. How Many Resources Do You Need? Now to get practical – go back to your task list and decide how many resources each task will require.  Having completed your discovery and interviews you should have a clearer picture of the steps and type of talent needed. Questions include:  What type of resource is it? How many of each will be required to finish the task? This number can be numerical, as in quantity, but it can also be expressed in time. You might need the resource for a certain number of hours or weeks.  Keep notes on your software and double-check constantly where your resources are in their own daily lives as dependencies for your resources can change quickly. Availability of Resources As a proponent of servant leadership in project management, I am all about the ‘collective’ and the ‘collaborative’ except when it comes to controlling resources.  As a project manager, you must be in control of the future availability of resources. To do this requires you to have a complete understanding of how much capacity you have and your current resource utilization.  In short, how much work your team can accomplish, and over what specific timeframe? Understanding your current capacity is vital. Knowing your resources’ other responsibilities, duties, vacation plans, seasonal holidays, scheduled training, etc. – to be blunt - anything that takes your resources out of the saddle and makes them unavailable is part of the resource scheduling requirements of the project manager.  The more you know about the availability of your resources, the more you can manage the schedule for your tasks. Bottlenecks With all the thinking, managing, investigating, and planning aside, now is the time to assign your resources carefully and thoughtfully. Bottlenecks can pose such a downfall to progress and cause confusion and delays.  Critical paths that marry resource scheduling side by side are your best friend.  This, however, is not a one-and-done!  Daily monitoring of resources, utilization, and changes means being ahead of risk, delays, and the dreaded bottleneck. Stay ahead of bottlenecks. Resource scheduling and management are and will always be crucial to the success of any project, I hope the above tips help your next project. ABOUT THE AUTHOR: DINA O'REILLY Dina is 4xi's growth lead, project management office and ghostwriter in residence all in one. To learn more about 4xi, you can contact Dina directly at dina@4xiconsulting.com or visit our website to learn more about who we are, what we do, and how we inspire a brighter future, together: www.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 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