September 14 – 16, 2022

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Global Best Practices Conference 2020 Agenda

Tuesday, January 28
Registration Opens
4:00 PM
Opening Reception5:00 PMHarmony Foyer

The opening reception is the perfect place to kick off 2020. Expect lively conversation with old and new industry friends and get ready for an inspiring few days.

Hospitality Suite7:00 PM - 10:30 PM

Hosted by Black Box Intelligence & Ecolab, please join us before or after your dinner plans for a drink or night cap. We look forward to recapping an insights packed day with you in the Presidential Suite.

Wednesday, January 29
7:30 AM - 8:30 AMMelody Foyer

Fuel up with fellow attendees and get ready for the 2020 Vision Supersession.

2020 Vision Supersession: What to Watch8:30 AMMelody 1

Uncertainty in the markets, the government, the election cycle, consumer preferences and employee expectations will undoubtedly roll from 2019 into 2020. This will be a rapid fire, interactive, expert and operator led deep dive into the issues that will confront and challenge all of us. These first three hours of Global Best Practices are a must attend event! Highlights include:

  • Updated state of the industry benchmarks and a look at the legislative landscape
  • View from the top, a candid conversation with brand CEOs
  • The &Pizza Story, a socially progressive consumer darling challenging the norm
  • Finding & keeping workers in a “gig world”
  • Digital Communication Fueling a Loneliness Epidemic
Andy Hooper
President & COO
Sanjiv Razdan
Nishant Machado
CEO and President
Macaroni Grill
Ray Blanchette
TGI Fridays
Sarah Lockyer
Group Publisher
James Pogue
Keynote Speaker
Joe Kefauver
Managing Partner
Align Public Strategies
Jason Ferrara
David Cantu
Chief Customer Officer & Co-Founder
Hot Schedules
Mathieu Stevenson
Lunch on Your Own
11:30 AM
General Session
1:30 PM - 5:00 PMHarmony Ball Room
Welcome to GBPC1:30 PM

Welcome to Global Best Practices 2020, your source of best-in-class education and inspiration for the year kicked of by the traditional star spangled banner; led by Black Box Intelligence rockstars Philip May & Victor Fernandez.

Avery Block
Manager, Restaurant Experience | Taco Bell
Conference Chair
James Fripp
Chief Diversity & Inclusion Officer | Yum! Brands
Conference Chair
Navigating The Global Economy 1:50 PM

The global economy is more confusing and challenging than ever, but successful navigation of macro trends will still provide operators with the opportunity to beat the competition. No one knows these markets better than Carlos Herrera, chief economist for Coca-Cola. Always an entertaining rollercoaster ride, Carlos will kick off the conference with the view from 40,000 feet.

Carlos Herrera
Positively Political2:25 PM

We may already be sick of it, but we still want to know how this election cycle is expected to impact the restaurant industry. Joe Kefauver, Black Box Intelligence partner and public policy advisor, will bring his crystal ball and share indispensable advice for operators, regardless of who wins at the polls.

Joe Kefauver
Managing Partner
Align Public Strategies
Box Talks: State of the Industry2:40 PM

2019 is in the rearview mirror; what did we learn? How did the best beat the rest? Additionally, we'll be discussing what we believe the year ahead holds for our industry. Black Box Intelligence CEO Kelli Valade tees up the discussion about how brands will thrive in 2020 and beyond.

Speaker: Kelli Valade

3:15 PM
Box Talks: Understanding the 2020 Fickle Restaurant Consumer3:35 PM

With shifting consumer preferences and attitudes, keeping customers engaged is no easy feat for operators. Through thoughtful analysis of extensive data, take a deep dive into the evolving needs of the 2020 consumer.

Speakers: Emily Bennett & Zach Stanford

Diamond Catalyst Award Presentation3:55 PM

Presentation of the most prestigious award, recognizing one of our most elite clients for superior operational and workplace results. Eligible companies are evaluated based on sales and traffic performance as well as employment and people practices, setting the standard for overall best-in-class business performance.

Sustainable Success Requires Purpose4:05 PM

For two decades, John Izzo has studied, predicted and advised on the societal shifts impacting workers and consumers. From his first book, Awakening Corporate Soul, to his most recent, Stepping Up, John has coached hundreds of leaders and world class organizations on what is required for sustainable success; as humans and as businesses. John believes passionately that the key is purpose, and his purpose is to help us all arrive there.

John Izzo
Author, Co-Founder
The Men's Initiative
5:00 PM
Hospitality Suite7:00 PM- 10:30 PM

Hosted by Black Box Intelligence & Ecolab, please joing us before or after your dinner plans for a drink or night cap. We look forward to recaping an insights packed day with you in the Presidential Suite.

Thursday, January 30
7:30 AMMelody & Harmony Foyers

Get ready for the final day of the 25th Global Best Practices Conference!

General Session
8:30 AM
Brand Best Practices: The YUM! Story8:30 AM

When Greg Creed was recently interviewd about his greatest accomplishments, he immediately responded - the culture that we created. "We have a culture that is collaborative, that attracts and retains great talent." James Fripp and Avery Block have been part of that journey since they all worked together at Taco Bell, and will share some of the magic that happens in the largest quick service restaurant company in the world.

Avery Block
Manager, Restaurant Experience | Taco Bell
Conference Chair
James Fripp
Chief Diversity & Inclusion Officer | Yum! Brands
Conference Chair
The RIGHT kind of Uncomfortable8:55 AM

Being a senior leader today comes with the responsibility of fully engaging in the tough conversations around diversity, inclusion and bias that are playing out every day in our workplaces and with our customers. CEOs and all senior leaders are being called to deeply listen, engage and model the behaviors required in today’s hyper charged environment of #MeToo, Black Lives Matter, All Lives Matter, Immigration uncertainty and so much more.

James Pogue
Keynote Speaker
Box Talks: Workforce9:30 AM

There is no escaping the brutal truth and the real bottom line of performance; our success in creating a thriving workplace is the key indicator of a prosperous brand. The latest and greatest people research revealed.

Speaker: Victor Fernandez

10:00 AM
The Courage to Lead Beyond the P&L10:15 AM

The Denny’s brand story, under John Miller's leadership, is a textbook example of a turnaround that should not have been possible. Plagued by years of acrimonious franchisee relationships, employee unrest, racial tensions, eroding sales and a tarnished brand reputation, the challenges faced and accepted by Miller were daunting. Ten years later, the story is now one of an organization that found success by rethinking the way they do business. You don't want to miss it.

John Miller
Heart of the Workplace Award Presentation11:00 AM

Companies who do well while doing good are special places to work and to dine. They anchor their communities by paying it forward, leaving it better than they found it and always asking "what more can we do for our employees and guests? This is our chance to honor one of our own, a company that demonstrates significant commitment to and investment in their employees and communities.

11:10 AM
Breakout Sessions
11:25 AMMelody 1, 2, 3
Breakout: 3PD & Off-PremiseMelody 1

The hottest topic in restaurants; who is NOT inside the building? The Guests. 3PD (3rd party delivery), Amazon/Whole Foods Grocery Delivery, Grab & Go and Ghost Kitchens. We are at a crossroads of shifting consumer demands, a battle for traffic and the challenges of working with 3PD providers. This session will cover new research from Black Box Intelligence on the latest trends and predictions for this explosive disruptor of traditional restaurant experiences.

John Cywinski
Victor Fernandez
Vice President, Insights and Knowledge
Black Box Intelligence
Breakout: Workforce TechnologyMelody 2

It's not about replacing employees, it's about making their lives better. Yes, AI is a thing. Kitchens will get smaller and mundane tasks like washing dishes and flipping burgers could go to the robots. But we will still need to hire millions of employees in the next decade, who will be harder to find and retain. Moderated by Black Box Intelligence's CIO, Scott Hicks along with the industry's leading technology providers, we'll discuss the solutions operators are employing to make it easier to recruit, pay, train and retain.

Chris Mancini
Chief Growth Officer
Dan Sines
Craig Irvine
Vice President, Business Development
BCS Financial
Steve Barha
Founder & Executive Chairman
Instant Financial
Scott Hicks
Black Box Intelligence
Breakout: Consumer Vision 2020Melody 3

Do you know who your guests are and where they cheat on you? It’s a heated race to understand our consumers but the brands who figure it out have the real competitive advantage. Through Consumer Intelligence and Guest Intelligence, that conversation is deeply informed. Join the Black Box Intelligence team and some best-in-class operators to learn about how that happens.

Debra Dickson
VP, Consumer Insights
Caliber Collisions
Claudia Schaefer
Chief Experience Officer | Caliber Collision
Board | Anthony's Coal Fired Pizza
Zach Stanford
Business Intelligence Advisor
Black Box Intelligence
Sheryl Coyne-Batson
Vice President, Partnerships & Client Success
Black Box Intelligence
12:25 PM
Best Practices Awards Luncheon
12:45 PMHarmony Ball Room

The most anticipated gathering of the conference, led and presented by Black Box Intelligence's Client Success team, we will recognize and celebrate companies who are leading the industry and achieved best-in-class performance in 2019. The Best Practices Awards are given to restaurants who lead the pack in categories such as workforce diversity, community involvement and sustainable practices.

General Session
1:45 PMHarmony Ball Room
The Master Plan1:45 PM

Chris Wilson’s story is one that is repeated far too often in a society plagued with urban violence, deteriorating public schools and a mass incarceration rate that is the highest in the world. Where his story is remarkable and uncommon is how Chris responded to these early in life challenges. You will be stunned and inspired by his journey of first creating a “Master Plan” for his own success and how he has dedicated himself to sharing his success with others who need a non-traditional pathway into the workforce.

Chris Wilson
CEO & Owner
Barclay Investment Corporation
Eat. Drink. Change Lives.2:20 PM

In 2012 Chef Chad Houser sold his successful and award-winning partnership to devote his full attention to opening Café Momentum, fulfilling his vision to create a better path for juvenile offenders exiting detention. Since then, over 400 young men and women have completed the one-year internships that set them up with the job and life skills to ensure they do not wind up back in jail. Chad has always understood the power of a restaurant career to be a foundation for personal and professional success. You do not want to miss this extraordinary chance to listen to the stories of some of his workers and graduates.

2:50 PM
Workplace Legacy Award3:05 PM

The Workplace Legacy Award recognizes a leader in the restaurant industry who has clearly demonstrated success in balancing superior people practices and best-in-class operational results. In addition, their employees, organizations and communities have benefited from their leadership. The 2020 recipients are David Gordon, President and Dina Barmase, SVP of HR of The Cheesecake Factory Inc.

Leadership Outside the Bun3:30 PM

Greg Creed is a legendary marketer who ultimately became equally renowned as the leader and immediate past CEO of YUM Brands. The winner of the 2010 Workplace Legacy Award, one of this trademark expressions is, “the guest experience can never exceed the employee experience.” Greg has always made certain to lead with head and heart. His humor, humility, courage and genuine respect for every person who touches the brands he's led, have made him a beacon in these tumultuous times.

Greg Creed
Immediate Past CEO
Yum! Brands
Closing Reception
4:15 PM

Let's raise one more glass together and reflect on a great few days together. Please join us and we look forward to seeing you in 2021!