The Power of Human-Centric Technology: Achieving Quick Time-to-Value in High-Turnover Industries

Many companies today face a critical challenge: how to leverage technology for efficiency while maintaining the human connections that drive lasting engagement and retention. The answer lies in implementing human-centric technology solutions that deliver quick time to value—creating an environment where employees feel supported from day one and empowered throughout their careers.

Technology as an Enabler, not a Replacement

High-turnover industries face unique challenges in onboarding and retaining talent. Technology can streamline these processes, but as Jay Hartwig, Director of People Retention at Fox Restaurant Concepts, emphasizes, it should complement rather than replace human interaction.

"If at the end of the day, I had to pick one or the other, no matter how large we get, and no matter how efficient we have to be because of the world being so fast now... I would still 10 times out of 10 pick the human component," Hartwig shares. "If you lose that human component, then you're just like everyone else."

With over 25 years of experience in the restaurant industry and 11 years at Fox Restaurant Concepts where he oversees training and development for more than 5,000 employees across multiple restaurant brands, Hartwig understands that technology serves as an accelerator, not a substitute, for meaningful human connections.

The First Impression Advantage

Research consistently shows that employees decide whether they'll stay with a company long-term within their first days on the job. Creating a positive first impression through efficient, organized onboarding is crucial for retention.

"Statistics show that however somebody feels in the first week of working somewhere is the same as it is at six months," Hartwig explains. "If I show up, and you know my name, have the booklet out, have some appetizers on the table, are super excited to see me, and then introduce me to this very organized training program... six months later, I think, 'Wow, this place really has it together."

Human-centric technology enhances this crucial first impression by ensuring that:

• New hires feel recognized and welcomed from their first day
• Training materials are organized and readily accessible
• Managers can focus on making personal connections rather than administrative tasks
• Employees can begin adding value to the organization quickly

Building a Culture of Continuous Development

At Fox Restaurant Concepts, technology serves as the backbone for a self-directed growth culture. Wisetail provides evergreen access to training materials, allowing employees to take ownership of their development.

"We speak very highly of 'your career is in your hands,'" says Hartwig. "We have all kinds of opportunities for growth in our organization, especially as we're continuing to open new locations and grow rapidly. We provide all the materials that are needed to get there, but at the end of the day, the person's got to take hold of it."

This "choose your own adventure" approach, as Hartwig affectionately calls it, creates a culture where driven individuals thrive. Technology makes this possible by providing consistent access to resources ranging from beverage training to leadership development—available whenever employees are ready to advance their skills.

Technology That Supports Different Learning Styles and Operational Models

One of the unique challenges for multi-brand organizations is delivering consistent training across diverse operational models. Fox Restaurant Concepts manages everything from burger joints to underground margarita bars, each with its own operational nuances.

"We've got to slow down and think about, 'Okay, does this work for our burger joint? Does it work for fast casual? Does it work for the to-go focused brands?'" Hartwig notes.

Human-centric technology addresses this challenge by creating flexible frameworks that:

1. Provide consistent core training while allowing for brand-specific customization 
2. Support both digital learning and in-person instruction 
3. Enable regional managers to ensure quality implementation across locations 
4. Make resources continuously available after formal training ends 

Human Connection + Technological Efficiency: The Success Formula

The most successful implementations of workplace technology don't eliminate the human element—they enhance it. When selecting technology solutions, the focus should be on how they enable more meaningful human interactions rather than replacing them.

"The human component is more important than the technology," Hartwig emphasizes. "To me, it's been important to find, number one, technology that works well in that framework, and two, how to make that technology work for what we need it to do, rather than trying to put a square peg into a round hole."

This philosophy has enabled Fox Restaurant Concepts to maintain growth while fostering a culture that attracts and retains talent in an industry notorious for high turnover rates.

Practical Implementation Tips for Human-Centric Technology

Based on Fox Restaurant Concept’s approach, here are key strategies for implementing technology that delivers quick time to value while preserving human connection:

1. Set clear expectations from day one: Explicitly communicate that training combines technology and human instruction.
2. Make resources continuously accessible: Ensure employees can revisit training materials at any time.
3. Support self-directed growth: Create clear pathways for advancement that employees can pursue at their own pace.
4. Maintain personal recognition: Use technology to track accomplishments, delivering praise using technology and in person.
5. Customize implementation for different contexts: Adapt your approach to fit different roles, departments, or brands.

Investing in the Human-Technology Partnership

As businesses continue to navigate labor challenges and digital transformation, those who succeed will be the ones who view technology not as a replacement for human connection, but as a tool to enhance it. By implementing solutions that deliver quick time to value while preserving authentic human interactions, organizations can build cultures where employees feel both efficiently supported and personally valued.

As Hartwig succinctly puts it: "Let's just be people." In a world increasingly mediated by screens and automation, this human-centered approach might be the most powerful competitive advantage of all.

Jay Hartwig joined us on an episode of Wise Tales where he talked all about pairing people and technology to fuel success. Hear everything he had to say on the topic here. >