Cold Call distills Harvard Business School's legendary case studies into podcast form. Hosted by Brian Kenny, the podcast airs every two weeks and features Harvard Business School faculty discussing cases they've written and the lessons they impart.
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Cold Call distills Harvard Business School's legendary case studies into podcast form. Hosted by Brian Kenny, the podcast airs every two weeks and features Harvard Business School faculty discussing cases they've written and the lessons they impart.
Shake Shack’s Digital Playbook: More Tech, Same Hospitality?
Cold Call
28 minutes
2 weeks ago
Shake Shack’s Digital Playbook: More Tech, Same Hospitality?
Shake Shack began in 2001 as a single hot dog cart in New York City and grew into a global fast-casual chain known for quality ingredients and a strong hospitality ethos. In 2024, following a rapid digital transformation that introduced kiosks, mobile ordering, and app-based personalization, Chief Growth Officer Stephanie So wondered whether the model they had built was truly ready to scale—or still needed refinement. With a new CEO focused on ambitious growth, the company faced key questions about how technology might support or undermine the Shake Shack experience for both guests and employees. HBS Professor Christopher Stanton joins So and host Brian Kenny to discuss the case “Shake Shack’s Playbook for the Digital Era,” and what it takes to grow a hospitality-driven brand in an increasingly automated industry.
Cold Call
Cold Call distills Harvard Business School's legendary case studies into podcast form. Hosted by Brian Kenny, the podcast airs every two weeks and features Harvard Business School faculty discussing cases they've written and the lessons they impart.
