Recap & Key Takeaways from the 2024 Franchise Customer Experience Conference

By Dave Wheeler

As a proud sponsor of the 2024 Franchise Customer Experience Conference (FCXC), I had the privilege of experiencing this premier event firsthand, alongside my colleagues Marina O’Rourke and Guy Myers. Held from June 17-20 at the InterContinental Buckhead in Atlanta, Georgia, the conference was a great gathering of franchise leaders, marketing experts and technology innovators. (Bonus fun fact – our client and friend Clarissa Bradstock of Any Lab Test Now! was this year’s conference chair!)

An Immersive Start with Keynote Speakers

One of the highlights of the event was a thought-provoking keynote from Mike Walsh, Futurist and CEO of Tomorrow. Walsh’s presentation on the future of customer experience, especially in the context of AI and digital transformation, was both insightful and inspiring. He emphasized the necessity for franchises to adapt to rapidly evolving technologies and consumer expectations. It was gratifying to see the enthusiasm and engagement from attendees right from the start.

Panels and Workshops: A Deep Dive into Best Practices

One of the highlights for me personally was the panel discussion featuring top executives from Batteries Plus. Joe Malmuth, Derek Detenber, Jon Sica and their team shared their experiences and strategies for creating a customer-centric culture. Their insights into maintaining consistency across franchise locations and leveraging digital tools for real-time resource access were particularly relevant in the fast-paced environment we live in today.

The interactive workshops were another major attraction. Sessions like “Maintaining Consistent Customer Experiences Across the System” and “Marketing Programs That Maximize Spend, Execution & Results” provided actionable takeaways. These sessions underscored the importance of synchronized messaging, effective training programs and the utilization of cutting-edge marketing tools to enhance audience engagement​.

Networking Opportunities Galore

Networking is always a critical component of any franchise conference, and FCXC did not disappoint. The exhibit hall was buzzing with activity as franchise leaders explored new solutions and connected with suppliers. As a sponsor, our booth saw a steady stream of visitors eager to discuss how our offerings could enhance their franchise operations. The dedicated summits for C-suite executives, such as the CMO/COO Summit, the CEO Summit and the CTO Summit, were particularly valuable. These exclusive sessions fostered high-level collaboration on crucial topics like AI deployment and tech stack readiness.

Celebrating Innovation

Innovation was at the forefront of this year’s FCXC. The Franchise Innovation Awards recognized leaders who have implemented transformative programs within their franchises. This year’s awards highlighted the significance of data-driven strategies and new technologies in creating personalized consumer experiences. It was inspiring to see so many innovative approaches being celebrated, reinforcing the industry’s commitment to continuous improvement. Kudos to Homewatch CareGivers and Tropical Smoothie Café for taking home the night’s biggest awards!

Key Takeaways 

The 2024 FCXC provided a wealth of knowledge and networking opportunities that I am confident will drive significant improvements in customer experience across various franchise systems. Here are some of the key takeaways from the event:

• Adoption of AI and Digital Tools: The emphasis on AI and digital transformation was clear. Franchises are encouraged to adopt these technologies to enhance operational efficiency and customer engagement.
• Customer-Centric Culture: Consistency in customer experience across all franchise locations is crucial. This involves synchronized messaging, comprehensive training programs, and leveraging digital tools for real-time support.
• Data-Driven Strategies: Utilizing data to create personalized consumer experiences was a recurrent theme. Franchises should focus on gathering and analyzing data to understand customer preferences and tailor their services accordingly.
• Collaboration Between Departments: The importance of collaboration between marketing, operations, and technology departments was highlighted. Working together ensures a cohesive strategy that enhances the overall customer experience.
• Ongoing Innovation: Continuous improvement and innovation in customer experience strategies are vital. The Franchise Innovation Awards showcased how franchises are successfully implementing new ideas to stay competitive and meet evolving customer expectations.
• Networking and Knowledge Sharing: The value of networking and sharing best practices cannot be overstated. Attendees had numerous opportunities to connect with peers, exchange ideas, and learn from industry leaders.

From the inspiring keynotes to the practical workshops and invaluable networking sessions, the conference was a comprehensive learning experience. All attendees, my team included, left with a clear understanding of how to leverage marketing, operations, and technology resources to elevate their brand’s customer experience.

For those who could not attend, I highly recommend making plans to join next year’s conference. The insights and connections gained are invaluable for anyone looking to drive growth and success in the franchising world.