Starbucks is struggling with its mobile ordering system, causing crowded counters, long wait times, and barista overwhelm, leading to declining sales and customer dissatisfaction. The incoming CEO, Brian Niccol, is expected to prioritize fixing these problems as he takes over. Former CEO Howard Schultz and other executives have acknowledged that the mobile app has become a major issue, particularly because mobile orders, are often complex and time-consuming. The company has started making changes to address these issues, but more drastic measures may be needed to improve efficiency and reduce barista burnout.
