Latest / The Pivot Podcast with Fexingo: How Businesses Change Direction and Survive Disruption
How Domino's Survived The Great Pizza Crisis
In October 2026, we look back at the most dangerous operational pivot in modern food service history. In 2019, Domino's faced a paradox: its digital ordering system was so perfect that customers stopped calling for help when orders went wrong, leading to a silent collapse in customer satisfaction scores despite record profits. Lucas and Luna break down how CEO David Ross turned this invisible crisis into a turnaround by forcing transparency, fixing the supply chain before fixing the pizza, and using data not just to sell more pies, but to restore trust. It is a masterclass in listening…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.