海底捞：而立之年，行走在科技与温暖之间

Core Viewpoint - Haidilao has successfully transformed its business model and embraced digitalization to enhance customer service and operational efficiency, even amidst industry challenges and competition. Group 1: Transformation - Haidilao has been evolving its operational methods for 30 years, focusing on technology and intelligence, and began migrating core business systems to the cloud over a decade ago [3] - During the pandemic in 2020, Haidilao launched initiatives like the "Woodpecker Plan" and "Hard Bones Plan" to focus on cost management and operational efficiency [4][5] - The digital transformation involves three key points: building a team that understands both business and data, ensuring adequate financial investment, and identifying suitable business scenarios for application [5][7][9] Group 2: Philosophy - Haidilao conducts regular "Group Hug Conferences" to gather customer feedback, which is then categorized and relayed to various departments for improvement [10][11] - The company emphasizes customer experience and uses digital tools to quantify customer needs, allowing for more scientific and efficient decision-making [12][14] - Collaborations with platforms like ByteDance's Volcano Engine enhance customer insights and marketing precision [16][19] Group 3: Future Outlook - Haidilao's digitalization aims to create a seamless customer experience, integrating technology into every aspect of service [20][21] - The company has invested significantly in smart restaurant technology, including an AI patrol system that improves service efficiency by over 50% [23] - Haidilao believes that technology should enhance human service rather than replace it, maintaining a focus on genuine customer interactions [28][30][32]