“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, in regards to the company’s transformation to improve its guest experience and meet customer needs. In this episode, Fernando, an extremely successful marketer who's been featured in Adweek and Forbes, shares how he works closely with operations and the franchise owners to make great CX come to life.