In the latest episode of Restrocast, hosted by the insightful Ashish Tulsian, listeners are treated to an engaging conversation with Kevin Bentley, the Head of Technology at Jollibee North America. Known as “Smart Stick” or #KBCLOSE, Kevin’s multifaceted career unfolds from his days as an NFL linebacker to his current role as a tech leader, offering a unique perspective on the dynamic world of restaurant technology.
Reflecting on your journey, can you share more about your background and the challenges you faced transitioning from a decade-long career as an NFL player to entering the corporate world?
Kevin Bentley: Growing up in inner-city Los Angeles, education was my ticket out. I went from being a troubled elementary student to earning a scholarship to Northwestern for football. After a successful NFL career, I pursued an MBA and ventured into corporate America, initially facing challenges due to stereotypes associated with athletes.
Considering the cultural shift, how did you navigate the transition from a team-oriented sports environment to the corporate world where motivations and goals often differ among team members?
Kevin Bentley: The transition was challenging. In sports, it’s about team success; in corporate, individual motivations vary. I’m exploring these dynamics in my doctoral research. In sports, accountability is collective; in corporate, it tends to be more individualistic. I aim to bridge this gap in understanding and application.
You mentioned the importance of leadership in corporate America. Can you share more about the cultural differences you’ve observed, especially regarding leadership styles, between the NFL and corporate environments?
Kevin Bentley: Absolutely. In the NFL, it’s about team success, win as a team, lose as a team. In corporate, there’s often a lack of true leadership, with leaders focusing more on self-interest. My goal is to deconstruct these notions and foster genuine leadership that motivates teams toward shared goals. A successful team requires aligned goals, shared values, and genuine leadership. I plan to bring my sports-influenced leadership approach to Jollibee, emphasizing collaboration, accountability, and a collective pursuit of excellence. I once asked a high-performing teammate why he worked with me, expecting praise, but he said it was because he lived nearby and could have a hot lunch at home. It made me realize the importance of understanding individual motivations. People have different “whys,” and acknowledging and aligning with them can lead to better collaboration.
You’ve been a lifelong learner, with executive programs at Harvard and Berkeley and now pursuing a doctorate. How has your commitment to education shaped your leadership style, and what motivated you to embark on this academic journey?
Kevin Bentley: Education has been a cornerstone. Initially hesitant to disclose my sports background, I embraced it later in my career, recognizing its impact on my leadership style. Pursuing my doctorate allows me to delve deeper into organizational dynamics, enhancing my ability to shape effective leadership. Embrace your unique journey, leverage your experiences, and always prioritize learning. Be adaptable, lead with authenticity, and foster a team-oriented mindset. Success is a continuous journey of growth and self-discovery.
You mentioned that technology shouldn’t replace people but enhance their experience. How are you conveying this perspective, especially to CFOs who might view technology as a cost center?
Kevin Bentley: It’s about finding new age CFOs who understand technology’s role in enhancing experiences. Shifting focus from immediate ROI to long-term guest satisfaction and operational efficiency is crucial. It’s about convincing leaders to see beyond immediate costs. The real value emerges not just in monetary returns but in creating exceptional guest experiences, which contributes to long-term success. Internal stakeholders, especially employees, are the driving force behind delivering a great experience to external customers. If their needs are met, they can better serve our paying customers. The industry underwent a seismic shift post-COVID. What was once a slow-paced evolution became an urgent necessity, forcing a reconsideration of technology as a critical element in operations.
What are your thoughts on the maturity of restaurant tech, and how do you think this impacts decision-making for technology buyers?
Kevin Bentley: The restaurant tech industry is still in its infancy, dealing with blind spots and attempts to fit new requirements into legacy systems. Decision-makers should focus on building a strong foundational platform before adding additional features and functionalities. Integrating new technology can be challenging, and tech fatigue is present due to the rapid influx of new companies. However, this challenge also fosters collaboration and innovation, leading to unique solutions for industry challenges.
You mentioned the need for a universal code to simplify technology integration. How do you see this impacting the restaurant tech landscape?
Kevin Bentley: A universal code for integration would significantly simplify the technology landscape, allowing for more in-depth features and functionalities. Currently, much time and resources are spent on integration, diverting attention from enhancing the guest experience and overall productivity.
As someone stepping into a more global role with Jollibee, how do you view the global aspect of restaurant tech, and what opportunities or challenges do you anticipate?
Kevin Bentley: I’m excited about the global footprint of Jollibee and eager to learn from global partners. I believe that many countries are ahead in terms of technology adoption. Learning from these perspectives and bringing that knowledge back to the U.S. can accelerate technology evolution within the industry. Having experienced challenges related to regulations and cultural nuances in different countries, I’m excited to learn from global partners. The goal is to bring this knowledge back to the U.S. and leverage it to address challenges related to technology adoption and implementation.
You mentioned the importance of creating a seamless experience for guests across different platforms. How do you think the industry can achieve this, considering the varied needs of customers?
Kevin Bentley: The industry needs to recognize that customers have diverse needs and preferences. Creating a seamless experience across different platforms involves embracing simplicity in technology, focusing on universal codes, and ensuring that the guest experience remains consistent regardless of the chosen platform.
Looking ahead, what do you believe are the winning points for technology leaders in the restaurant industry, especially when it comes to evangelizing technology investments?
Kevin Bentley: Technology leaders should focus on influencing decision-makers by understanding their pain points, being proactive in addressing business challenges, and integrating technology teams with the business. Educating leaders on the long-term benefits of technology investments and aligning with the company’s strategic goals are crucial winning points.
In a rapidly evolving landscape, what advice would you give to operators who are either hiring or reevaluating their tech strategy?
Kevin Bentley: Operators should openly share their pain points with technology leaders, fostering a culture of transparency. They should seek technology leaders who understand the restaurant industry and work collaboratively to identify solutions. Additionally, operators are encouraged to push back on unnecessary complexities in technology implementations.
Kevin Bentley’s journey from the NFL gridiron to the forefront of restaurant technology is a compelling narrative of resilience, adaptability, and a commitment to excellence. Restrocast provides a platform for listeners to gain insights into Kevin’s multifaceted career, his perspectives on leadership, and his vision for the future of restaurant technology. This episode stands as a testament to the transformative power of embracing one’s unique journey, an invaluable lesson for aspiring leaders in today’s fast-paced business landscape. Tune in for a captivating exploration of Kevin Bentley’s exceptional career on Restrocast.
