Joey Wat redefines fast-food innovation by observing customer habits, echoing a hands-on leadership trend among global CEOs. In the bustling fast-food landscape of China, Joey Wat, CEO of Yum China, has found her secret ingredient for innovation: observing customers in action. Overseeing brands like KFC, Pizza Hut, and Taco Bell, Wat dedicates hours in her restaurants, keenly watching diners as they interact with the menu. Her method, both simple and profound, underscores the power of understanding customer behavior at its core. Speaking at the 2024 Fortune Global Forum in New York City, Wat shared her approach, which led to the … Continue reading Customer-Centric Leadership: Yum China CEO Joey Wat’s Recipe for Innovation