Agility-plus: How Starbucks perfectly blends practices and technology 1/ Continuous Goals 2/ Cloud-昀椀rst Apps 3/ Talent Transformation The cloud enables organizations to Customer experience can become exceptional Work looks different when cloud-based capture incremental feedback, helping with appropriate cloud-based apps. technologies can help you do your job them adapt their goals continuously to more ef昀椀ciently and effectively. achieve maximum outcome. As customer experience is the most frequently tested metric for a business like Starbucks, the Starbucks is testing NLP for heads- Starbucks uses the cloud to align its company created an AI-driven recommendation up ordering so baristas can maintain business with its growing and innovative IT platform called Deep Brew, on Microsoft eye contact with customers. AI-driven division. “As an engineering and technology Azure cloud infrastructure, that is improved espresso machines allow baristas to focus organization,” says Martin Flickinger, EVP continuously. This platform supports more on personalized crafting of the coffee. and CTO, “one of the areas we are incredibly than 100 million weekly customers, with the And predictive maintenance of espresso excited to be pursuing is using data to potential to offer in-store and drive-through machines reduces downtime and facilitates continuously improve the experience for our recommendations that can be personalized— repairs. customers and partners.” effectively turning every Starbucks menu into a smart, cloud-enabled edge device. Ever–ready for every opportunity 26