What’s Inside This Episode?
00:00 – Live from the National Restaurant Show
Carl visits Chicago and joins Rich Faltot at Point B’s new Restaurant Technology Innovation Center.
“We're stood in a room with 70 screens — and not one is for show.”
01:00 – Why restaurant tech stacks are broken
Legacy systems, data silos, fragmented integrations, and the cost of doing nothing.
- POS replacements are “open heart surgery” for restaurants
- Transformation takes 18–36 months on average
- Success requires aligned leadership and future-facing thinking
“The best stack isn’t best-in-class. It’s best for you.”
06:00 – Customer obsession: the north star for tech decisions
Rich outlines how leading brands maintain focus—on the guest experience, not shiny tools.
- The best operators spend time in-store, watching, listening, learning
- Every tool must make things easier for the team and better for the customer
“If the tech’s not helping your guest, it’s not helping your business.”
13:00 – Point B’s ‘Digital Safari’ and art-of-the-possible workshops
- Real-world immersion through drive-thru, kiosk, and delivery UX testing
- Cross-industry inspiration (NASCAR, Disney) drives better solutions
“We get rid of mental boundaries so they can dream—just scary enough.”
20:00 – Inside the tech center
Carl takes a walking tour of the new Tech Center, featuring:
- Multiple full-stack POS environments: Toast, PAR, Qu, Aloha and more
- Integrated back-of-house systems: Restaurant365, SynergySuite, Decision Logic
- Training and deployment environments built for test, learn, and change management
“We're not here to sell tech. We're here to help restaurants get it right.”
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