What We Learned at the Franchise Customer Experience Conference 2025

What We Learned at the Franchise Customer Experience Conference 2025

Voxie was proud to sponsor this year’s Franchise Customer Experience Conference (FCXC) — a gathering of industry leaders, franchisors, franchisees, and partners all dedicated to tackling one of the most pressing questions in franchising: How do we create standout experiences for customers and franchisees alike?

Here are our top takeaways from this year’s event:

1️⃣ In Uncertain Times, Strong Relationships Win

Many speakers tackled the current economic pressures head-on. Darrel Johnson reminded us that U.S. consumer spending is tightening, debt is rising, and it’s more expensive than ever to acquire new customers — making customer retention and franchisee trust critical priorities.

Sarah Davies captured it best: “The franchisee-franchisor relationship is pivotal. Protect the brand first, but remember — it’s not what you say, it’s what they hear.” Clear, simple communication, especially when rolling out new tech or programs, builds trust and engagement.

2️⃣ Growth Starts with Happy Franchisees

Healthy margins and steady growth depend on strong franchisee relationships. The consensus? A franchisee who feels informed, supported, and heard is more likely to deliver an exceptional local experience.

Speakers from Edible Brands highlighted that cross-functional collaboration — where teams break silos and align around shared goals — is a powerful growth driver. Weekly company huddles, “sprint” teams, and a culture of accountability were all mentioned as tools to keep everyone rowing in the same direction.

3️⃣ Customer Experience Needs to Balance High-Tech and Human Touch

Automation, AI, and QR codes can improve speed and efficiency — but many warned not to lose sight of human connection.

As Valarie Eichorn put it, “Automation should enhance human connection, not replace it.” Personalization is no longer optional — it’s expected. Brands like Canine Resorts and MassageLuxe are tapping into community events, personalized offers, and emotional storytelling to stand out in crowded markets.

4️⃣ Data Should Drive — But Not Complicate — the Experience

Another big theme: data-driven insights help brands and franchisees make better decisions, faster. Kristin shared how setting clear benchmarks motivates franchisees and helps them see how they stack up against peers.

At the same time, the takeaway was clear: keep it simple. Mitch Cohen noted that the most effective rollouts are one page long — complicated strategies don’t stick. “Don’t send me a novel… make sure that strategy is simple.”

5️⃣ AI is Coming for the Back Office — And That’s a Good Thing

AI’s role in franchising is growing, but many brands are still finding their footing. From handling calls at 2 AM to pulling real-time KPI snapshots for franchisees, AI is freeing teams to spend more time on what matters: building relationships and delivering standout experiences.

However, speakers like Doug Knox reminded attendees to protect proprietary information when using open AI platforms — and to make sure the culture is ready for tech adoption from day one.

Final Thoughts

If there’s one thing we’re bringing back to the Voxie team, it’s this: connection is your competitive advantage. Whether it’s through better tech, clearer data, or simply asking “How can we help you succeed?” — franchisors and franchisees alike win when they lead with trust, transparency, and a little human touch.

Big thanks to everyone we met at FCXC 2025. Let’s keep the conversation going — see you next year!