How are artificial intelligence, changing customer expectations and new approaches to franchise development shaping the Australian franchise industry?

In this episode of FranFeast, Glenn Walford and Joel Kleber explore current developments in franchising, from AI and customer service to franchise ownership, community engagement and the challenges of growing a franchise network.

The episode features conversations with Sarah Stowe from Franchise Business Magazine, Michael Graham from Town & Country Pizza and Pasta, and Nina Francesca from My Franchise Sorted.

Michael shares his perspective on giving back to local communities, while Sarah discusses her career covering the franchise sector and the importance of maintaining human connection as AI becomes more widely used.

Nina explores franchise development, including franchisee selection, sales strategy, business systems and the support franchisors need as their networks grow.

The episode also examines why franchise buyers should understand who owns the brands they're considering, what businesses can learn from social media activity, and how technology can support rather than replace meaningful customer and franchisee relationships.

Key takeaways

• Why delivering good customer service still depends on getting the fundamentals right, even as technology changes.
• How AI is influencing franchising and why human relationships remain important to customers, franchisees and franchisors.
• Why prospective franchise buyers should understand the ownership and leadership behind the franchise brands they're considering.
• How franchise businesses can build stronger local connections by adapting community engagement to the needs of individual communities.
• Why franchisee selection is an important part of building a sustainable franchise network.
• The role of sales strategy, operational systems and franchisee support in franchise development and network growth.
• What Sarah Stowe's experience covering the franchise industry reveals about communicating franchise stories.
• How franchisors can use technology without losing the personal relationships that underpin their businesses.
• What franchise brands can learn from social media content and emerging digital marketing approaches.

Episode Chapters

2:20 – Franchise Headlines: Melbourne Franchise Expo, AI, customer service and industry news

18:04 – Melbourne Franchise Expo: Key observations and franchise industry trends

26:25 – Michael Graham, Town & Country Pizza and Pasta: Giving back to local communities

38:51 – Sarah Stowe, Franchise Business Magazine: Franchise storytelling, AI and human connection

55:22 – Nina Francesca, My Franchise Sorted: Franchise development, sales strategy and support

1:06:25 – AI Tool of the Week: Exploring Claude Design

1:14:39 – Social Scene: What's working in franchise social media marketing

1:38:25 – Upcoming franchise industry events

Listen or Watch on SPOTIFY HERE |  Apple Podcasts HERE | Amazon Music HERE