Consumers spend 41% to 50% of their food dollars away from home. That is a staggering number when you do the math and realize this clocks in at $1.3 trillion. This growing segment represents meals and snacks supplied by food service and restaurant establishments outside the home and is an increasingly important part of our shared culinary experiences. This could be the meal that you had at the office café, the burrito you grabbed at your local fast-casual eatery, the hot dog from the cart in the park, or the steak you enjoyed at a national chain. You might have grabbed a weigh-and-pay option from your grocery store or even a reheated breakfast sandwich at a coffee shop. They all helped you get through the day and put fuel in the tank to fuel your adventures. The point is that with pick-up, take-out, dine-in, app-enabled, and delivery-based options at our fingertips around the clock, this has become big business. So, let’s start thinking about this in a more intentional way and in a way that is designed to increase guest satisfaction and drive results. I’ve spent a lifetime in food and beverage – having served college students in university dining rooms, fine dining and catering in every possible setting, patients in their rooms following surgery, and fans in large stadiums. Every one of these has distinct nuances, but there is truly more in common than there are differences. Let’s dig in and talk about how we can better serve guests in this growing away-from-home food marketplace. Remember, your business is not that special! There is a propensity for organizations to believe that their business is special and if there are subsets within that business (for example if you serve multiple markets like higher education, corporate dining, and leisure), that those businesses are very different and special as well. I hate to break this to you, but you are not that special. You may find that 10% to 20% of your business brings a bit of nuance, but fundamentally the similarities far outweigh the differences, and once you embrace the overlap, you will not only find ways to improve and scale but to accelerate your success as well. Absolutely lean into those differences and the benefits you can bring from your competition, but do not waste time trying to cater to differences that simply don’t exist. Your employee experience is probably terrible, so start there! How you treat your team is how they will treat guests and that will be the perception of your service. With that in mind, take a hard look in the mirror and determine where you want to start to improve those experiences. Without top-tier talent, and a defined plan to retain them, you will never deliver the service that your guests demand. This begins with a leadership team who understands the power of respect, communication, recognition, and development. Traditionally the hospitality industry, for all its commitment to treating guests well, has underperformed when it comes to taking care of their teams. Externally, uncover your reputation in the marketplace and work to rehabilitate as needed to attract the type of people you need to craft loyalty building experiences. Internally, live up to your commitment to treat your team well with dignity and respect each day. Ensure competitive pay, make sure they get their breaks, develop them to grow, and recognize their great work.   Embrace personalization to drive loyalty Today’s guest is looking for experiences that feel “just for them.” This could take the form of a made to order (MTO) station, live interactive cooking experiences, the ability to add or remove ingredients from a dish, or even options to top off an existing dish with a few complementary ingredients. Couple this with a dash of guest understanding and you are off to races in terms of creating personalized moments. Other ways to bring this to life are developing a team that is skilled at learning guest names and preferences as well as being able to suggest complementary items and anticipate needs. Leverage technology to save time and efficiency Mobile ordering and reservations have become price of entry. Consumers expect to be able to view your menu, order take out, or place a reservation on their mobile devices. Consider what your guests will most value and ensure that you build that into the user experience. The challenge for dining experiences within work or school environments is the need to blend this with other parts of the campus experience. For example, a student at a university may not want a stand-alone app in the way they would for a national brand. Rather, they are looking for a multi-tasker that can serve as their student ID, unlock their door, give them access to the dining program, register for classes, and customize a latte at the campus coffee shop. The same will hold true for employees in an office or manufacturing facility and patients at a hospital. Think through that cohesive, unifying experience and keep the user in mind throughout development. Comfortable spaces and motivating third places Ray Oldenburg coined the phrase “third place” in 1989. This refers to places outside the home (first place) and work (second place) where people meet to connect and engage. You can even consider a dining facility within a work environment as a “third place,” as it should serve as an oasis from the daily grind. Careful attention to design and ambiance is crucial when you design a compelling third place. How does it blend with the larger setting (such as a workplace or medical center), but also does it stand alone well with functionality and comfort? Considering the overall purpose of the space and the needs of the users is key during the ideation, understanding what kinds of use cases the space may experience. For example: Do you need lots of space for solo diners with plugs and a way to prop up a mobile device? Are there large groups that need more community tables and conversational groupings? What is the right blend of tables, banquettes, soft seating, and solo dining carousels? Understanding your guest persona and the functionality of the space should drive your decision making here. Above all, Hospitality! Regardless if you are operating a free standing restaurant, corporate office building café, or a suite at a sporting venue, hospitality matters above all. If you compete on innovation, price, or quality alone, you will find yourself easily commoditized. This is where the fundamentals of hospitality can help you differentiate and build guest loyalty. It begins with a team that is steeped in kindness and obsessed with the guest experience. The best organizations have adopted a learning and development approach that coaches the steps of guest service, customer journey, and problem solving. As previously mentioned, this starts with selecting the right team, developing them to deliver excellence, and then recognizing and sustaining a culture of hospitality. While you certainly are serving food, it is about the experience you provide and how you make your guests feel that will drive their loyalty. The message here is clear: keep people front and center! Work to understand your guests and ensure the smoothest customer journey you can orchestrate for them each day. This is an ever-growing market segment and requires an intentionality of purpose and execution to drive success. Creating unique dining experiences away from home requires a blend of execution, hospitality, innovation, and attention to detail. These are the types of experiences that bring customers back again and again - and help set you apart from your competition.    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

At 4xi, we offer a full range of Business Resource Center services, positioning ourselves as your strategic partner in the game of business. Much like a skilled chess player, we provide the right pieces at the right time, delivering expert services on demand to ensure your success. Our comprehensive suite of services is designed to equip your business with the critical resources needed to stay ahead in the competitive landscape. Just as every move on a chessboard is calculated for advantage, every service we offer is tailored to give your business a strategic edge. Here’s a closer look at how we can support your success: Strategic Consulting & Projects Our leadership team and senior consultants deliver high-level strategic consulting and special project support across several critical areas: Business Strategy : Crafting robust strategies to drive business growth and competitiveness. Organizational Experience Design : Enhancing organizational structures and processes for better efficiency and effectiveness. Major Pursuits & Bid Strategies : Providing expert guidance on significant business opportunities and bid strategies. Acquisition Support & Integration : Assisting with seamless acquisition processes and post-acquisition integration. Transformation & Change : Facilitating business transformations and change management initiatives. Market Research & Reports : Conducting in-depth market research and generating insightful reports. Retained Talent Search : Identifying and recruiting top talent to meet your business needs. On-Demand & Fractional Support We offer fractional or on-demand access to our team of experts, providing resources precisely when you need them, including: Leadership including strategy, growth, experience, sustainability, operations Functional support Project Management Office (PMO) Creative design and marketing Amenities Review & Transformation Our experts review and develop strategies to transform your amenities, enhancing the overall experience for employees and customers alike: Design4Life© : Amenities strategy, design ideation, operational alignment, experiential journey design, and coaching. Experiential Design Our experiential design services focus on creating memorable and impactful experiences for customers and employees through: Evolving Experiences© : Employee and Customer Experience strategy, training, culture change, playbook creation, and success measurements. Growth & Optimization We support business growth through strategic partnerships, development initiatives, and optimization services: TRUE NORTH© Learning Academy : Market Match©, Partnership Summit, Growth Team Development, and Strategic Account Management. Partnership Optimization : Establishing and maintaining strategic partnerships that drive business growth and success. Sustainability Strategy & Execution We assist organizations in aligning their ESG vision with strategy, resources, execution, and measurement to promote sustainability: Sustainability Simplified© : ESG Strategy, Sustainability Road Map, supply chain management, new products, waste reduction, performance optimization, and measurement & reporting. Data & Benchmarking Making sense of data and learning from industry peers is crucial for business success. We offer: DATAxi : A data ingestion and visualization platform that translates data into actionable insights. CRITERION Benchmarking : A membership-based platform for anonymously sharing insights and learning from industry peers. Foodservice Consulting Our FoodCraft Culinary Consulting team, composed of culinary, operations, and hospitality professionals, supports organizations in delivering exceptional culinary experiences with consistency, efficiency, and profitability. Creative Services & Marketing CREATE offers a comprehensive suite of creative services and marketing support, including: Brand Creation, Brand Books, Brand Building, Storytelling Collateral Creation (including digital) Broadcasting, including social media Quality Audits & Research Ensuring quality and staying informed about industry trends is vital. We provide: Quality Audits : Ensuring processes and operations meet the highest standards. Benchmarking, Research & Reports : Conducting thorough benchmarking and research to generate detailed reports for strategic decision-making. At the 4xi Business Resource Center, we are committed to providing the support and resources you need to excel, just as a grandmaster ensures every piece is strategically placed for victory. Whether you require strategic consulting, fractional support, or specialized services, our team of experts is here to help you make the right moves to achieve your business goals. With 4xi as your trusted partner, you'll always be positioned for success on the chessboard of the business world. 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

In today’s business landscape, sustainability is no longer optional—it’s a necessity! For foodservice organizations, adopting sustainable practices not only differentiates your brand but also helps you win new business and retain existing clients. Why Sustainability Matters A significant portion of business opportunities now explicitly require sustainability. At least 25% of RFPs (Requests for Proposals) demand sustainable practices, and even when not stated, sustainability is an underlying expectation. Over 70% of CEOs have prioritized mandatory ESG (Environmental, Social, and Governance) and sustainability disclosure reporting as a high priority, according to a survey by NYU and Salesforce. Global supply chain regulations have a substantial impact on local U.S. businesses. Even if your operations do not directly fall under these regulations, your involvement in the supply chains of larger corporations means compliance is essential. These corporations will require sustainability from their suppliers to ensure their own compliance and protect their brand reputation. Consumer preferences are also shifting: Over 60% of consumers worldwide prefer to buy from companies with strong environmental policies. This trend is echoed in the investment world, where one-third of all U.S. assets under management in 2022 were invested based on sustainable strategies. Furthermore, 97% of S&P 500 companies include sustainability or ESG metrics in their reporting, as highlighted by a 2023 Harvard Business Review study. The Business Case for Sustainability Investing in sustainability goes beyond compliance - it’s about positioning your company as a forward-thinking, responsible entity that aligns with the values of today’s and tomorrow’s consumers. It’s about future-proofing your business by adapting to increasingly stringent regulations. A robust sustainability program should drive growth, improve return on capital, and mitigate risks. According to a 2023 survey by Verdantix, 97% of CEOs prioritizing business improvements believe sustainability strategy is crucial. Sustainability Simplified© with 4xi Global Consulting At 4xi Global Consulting, we understand the unique challenges foodservice businesses face in implementing sustainable practices. That's why we emphasize  Sustainability Simplified©   as a core part of our approach. We break down complex sustainability concepts into easily understood, actionable steps, helping you focus on the most important and impactful initiatives. Our comprehensive and customizable Sustainability Strategy and Transformation Pathway is tailored specifically for the foodservice industry. Our approach leverages extensive experience and proven methodologies to help you build a robust sustainability program that aligns with your values and operational realities. We work closely with you to ensure your sustainability efforts translate into tangible business benefits, such as increased efficiency, enhanced brand reputation, and new market opportunities. An Entire Department for the Price of One! The 4xi team recommends a phased approach to sustainability, creating a solid foundation for sustainable practices that support your operations, sites, and customers. This approach aims to maximize your return on investment, minimize risks, and perpetuate growth. Annual Compensation Of Sustainability Positions 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

At 4xi Global Consulting, we’ve always been committed to empowering businesses across the hospitality and service sectors. We understand that access to enterprise-level tools and resources is often reserved for the few who can afford the considerable investment required to create and maintain these assets. But what about everyone else? What about the businesses striving to be the best, no matter their size or budget? That’s where 4xi360 comes in. Learn More. Do More. We’re excited to launch 4xi360, a comprehensive, free resource center designed specifically for the hospitality and service industry. Whether you’re leading a foodservice organization, managing a restaurant, operating a hotel, or involved in facilities services, education, leisure, or retail, 4xi360 is your new go-to hub for enterprise-level tools, resources, and support. Enterprise-Level Tools | Resources | Support Consistency across businesses, regardless of their scale, is often a challenge. That’s why we’ve created a platform where this enterprise-level of resources is available to everyone, everywhere. With 4xi360, you no longer have to compromise on quality or accessibility. We’ve leveled the playing field so that every business leader with a mission to excel can access the tools they need to thrive. What Can You Expect from 4xi360? Our Resource Center offers a wide array of tools and resources that cater to various needs within the hospitality and service industry. Here’s a glimpse of what you’ll find: Employee Handbook Templates:  Streamline your onboarding process with customizable templates that ensure consistency and compliance. Uniform Job Descriptions:  Define roles clearly with standardized job descriptions that set expectations and guide performance. Job Aids:  Equip your team with easy-to-use guides that enhance productivity and support daily operations. Business Policies:  Implement best practices with ready-to-use policies that cover crucial areas of your business. Processes & Procedures:  Standardize operations with detailed procedures that help maintain consistency and quality. Research & Reports:  Stay informed with industry-specific research and reports that provide valuable insights. Industry Guidelines:  Align with the latest industry standards to ensure your business remains competitive and compliant. Useful Information:  Access a wealth of knowledge that keeps you informed and ahead of the curve. Interesting Articles:  Discover thought-provoking articles that inspire and challenge conventional thinking. Useful Links:  Navigate the web with curated links to resources that matter most to your business. Business in Action Magazine:  Gain insights from our very own publication, filled with tips, trends, and expert advice. Better Together Our mission with 4xi360 doesn’t stop at providing you with resources. We believe in the power of community. Over time, we will continue to build upon this rich library with the help of our members. If there’s a tool or resource you need that isn’t currently available, we encourage you to reach out. We’ll create it and share it back with the group, embodying our belief that we are always Better Together. Are you ready to elevate your business? Explore 4xi360 today and start leveraging the tools and resources that were once out of reach. Together, we can achieve more. Visit 4xi360 - Your Free Resource Center for the Hospitality and Service Industry. Enterprise Level Tools & Support, Everywhere. Learn More. Do More. 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

4xi is thrilled to officially announce its strategic partnership with Evertreen, a leading sustainability-focused organization. This collaboration marks a significant step forward in our shared commitment to environmental stewardship and the preservation of our planet for the well-being of our children and future generations. By joining forces with Evertreen, we aim to leverage our collective expertise and resources to drive positive change and promote sustainable practices across our operations and beyond. Together, we will work tirelessly to reduce our carbon footprint, minimize waste, and champion eco-friendly initiatives that make a lasting impact. Through this partnership, 4xi and Evertreen are dedicated to creating a brighter, greener future for all, ensuring that our planet remains a healthy and thriving home for generations to come. Afforestation: the process of planting trees in areas that have not previously been forested, is crucial in combating climate change, restoring ecosystems, and supporting local communities. Our chosen project: Madagascar Madagascar, an island renowned for its unique biodiversity, is facing significant environmental challenges due to deforestation and land degradation. These challenges threaten the island's ecosystems and the livelihoods of the communities that depend on them.  Madagascar is home to a remarkable variety of species found nowhere else on Earth, making it a global biodiversity hotspot. While deforestation has left much of the island's natural habitat in peril, afforestation provides a unique opportunity to restore balance by planting new forests in previously barren or degraded lands. These newly planted areas can help expand habitats for endangered species, create corridors for wildlife, and support the regeneration of natural processes. Afforestation in Madagascar aims to replace lost forests and introduce new, sustainable ecosystems that can thrive alongside existing ones, ultimately strengthening the island’s environmental resilience.  Mangrove forests, thriving along Madagascar’s coastlines, are among the most important ecosystems in the world. These unique trees protect coastal areas by acting as natural barriers against storm surges, reducing the impact of natural disasters on vulnerable communities. Mangroves also prevent coastal erosion, stabilizing the shoreline and protecting the land from being washed away. For the people living in coastal areas, mangroves are vital; they support local fisheries by providing breeding grounds for many marine species, which in turn sustain local economies. Additionally, mangroves play a crucial role in carbon sequestration, capturing and storing significant amounts of carbon dioxide, which helps mitigate the effects of climate change.  Beyond environmental protection, mangroves offer socioeconomic benefits by supporting livelihoods through sustainable fishing, honey production, and eco-tourism. Restoring and expanding these critical habitats is essential for maintaining the delicate balance of coastal ecosystems while ensuring the long-term well-being of the communities that depend on them.  At 4xi, our Sustainability Simplified© approach reflects our dedication to integrating sustainable practices into all aspects of our business. We believe that every action, no matter how small, contributes to a larger impact. Our commitment That’s why we are proud to support afforestation efforts in Madagascar by planting 600 trees. This initiative aligns with our core values and empowers our customers to take part in protecting our planet. Your business with us doesn’t just support our growth; it also supports the growth of new forests, helping to safeguard the environment for future generations.  Our progress to date Although its early for us as we enter our first year, we have started making impact already: We will keep you updated on our progress, alternatively you can track our progress live on the Sustainability Simplified© page on our website. By supporting this project, we are taking a tangible step towards a more sustainable future. The trees we plant today will grow to protect coastlines, restore ecosystems, and support local communities, ensuring that Madagascar remains vibrant and resilient for years to come. Together, we can make a lasting difference—one tree at a time!    For more information on our reforestation efforts in Madagascar, please visit our website: So, let's get started now. Sustainability Simplified©. Together, we can build a better, and brighter future, together! 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

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