Virtual Masterclass
Masterclass
Digital Transformation In fast casual and qsr
November 16th, 2021, 11:00am Eastern Standard Time
Enhancing digital capabilities and the use of technology to dramatically elevate the customer experience in the Fast Casual and QSR industry


Brainstorm, innovate and develop the way drive throughs and drive ins are used today

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November 16th, 2021
11:00-11:10 AM est
Opening remarks
TBD
‘‘Moving Past Covid’ The Future, the Growth and the Changes of the Fast Casual and QSR Experience in a Post Pandemic World
11:10-11:40 Am est
State of the Union
Steve Felson – VP Operations – Bonchon

The New Dining Experience: The Rise of Drive Throughs, Curbside Pickup, and Third Party Delivery
- Adapting your company away from in-restaurant dining through floating kitchens, increased drive through lanes, curbside pickup, and delivery
- Leveraging employee and customer feedback to ensure you select the right strategy for a given location
- The investment and attraction of the out-dining experience
11:40AM-12:10 Pm est
Partner Case Study
Bob Gruters – Chief revenue officer – Loop Media

Implementing and Deploying Digital Transformation in the Fast Casual and QSR industry
As we navigate through one of the most significant disruptions society has faced in generations we look at technological change and how to adapt to a new world of transactions, consumer behaviors, and safety protocols
- Digitizing the customer experience and harmonizing the digital experience across the company
- Utilizing omnichannel strategies to engage with existing guests and develop new customers
- What does technology mean for the future and how can we utilize this now
12:10-12:40 pm est
Focus Group Exercise 1
TBD
FOCUS GROUP TOPICS:
Customer Experience – Enhancing CX and engaging with guests through digitization
Olivia Ross – Director Of Marketing – Halo Burger
Products and Service Innovation – Using omnichannel strategies to drive growth in a post-pandemic world
Julie Wade – Senior Director Of Marketing – Taziki’s Mediterranean Cafe
Employee Experience – How culture and people were tested in the face of a crisis
Chris Schultz – CEO – Voodoo Doughnut
Business model Innovation – Reimagining the guest experience and concepts that address changes in consumer behavior
Sean Flynn – CEO & Founder – Bamboo World Kitchen
Focus Group 1
Focus Group 2
Focus Group 3
Focus Group 4
12:40-1:10 pm est
Panel 1
Using an omnichannel approach to effectively reach guests and improve the customer experience



Julie Wade – Senior Director Of Marketing – Taziki’s Mediterranean Cafe
Sherif Mityas – Chief Experience Officer – TGI Fridays
Adam Golomb – Chief Marketing Officer – Primanti Bros. Restaurant and Bar
- How are we effectively reaching guests now that the customer’s buying habits have changed?
- Improving satisfaction and driving growth through the use of digital advertising, loyalty programs, online ordering, apps, cashless payment, and social media
- Leveraging digital capabilities to drive engagement and customer experience
- Balancing the omnichannel experience between in-person and online/in-app touchpoints
1:10-1:40 pm est
A Conversation With…

Geoff Alexander
President & CEO
Wow Bao

Carl Howard
President & CEO
Fazoli’s
A glimpse into the Fast Casual and QSR experience of the future
- Shifting from a reactive to a proactive approach to better position ourselves for the industry rebound
- Reimagining Covid as an accelerator for innovation through the impressive growth of dark and virtual kitchens
- Examining some of the QSR and fast casual prototypes that have emerged as a direct result of the pandemic. What’s worked and what hasn’t?
- What does future fast-casual growth look like and what technologies and solutions will help you get there?
1:40-2:10 pm est
Partner Case Study
TBD
The Resurgence of QR Technology as a Facilitator of Contactless Interaction
- Understanding why QR codes didn’t catch on in the early 2010s and why the resurgence they’ve enjoyed during the pandemic is more likely to be a lasting trend
- Taking a holistic approach to QR code deployment: Making everything from meal selection to payment completely contactless
- Strategies for QR code deployment: how to effectively reshape customer behavior and expectations
- Looking Beyond Covid: Deploying QR codes to speed up every step in the customers journey to reduce costs and increase bottom lines
2:10-2:40 pm est
Focus Group Exercise 2
TBD
FOCUS GROUP TOPICS:
Customer Experience – Enhancing CX and engaging with guests through digitization
Jason Profitt – Director of Technology – Piada
Selecting the right technology partners to ensure the success of your digital transformation
TBD
Data and engagements – Utilizing consumer data to drive profitability and grow market share
Shawn Lalehzarian – Founder & CEO – The Red Chickz
Business model Innovation – Redesigning drive thru’s, pickup, third party delivery, and the rise of dark kitchens
Dan Gunam – Founder – Calii Love
Focus Group 1
Focus Group 2
Focus Group 3
Focus Group 4
2:40-3:10 pm est
Panel 2
Fuelling future growth with the right talent, retention, and inspiration in a post-pandemic world



Dennie Laney – VP Training and Development – Mooyah
Amanda Busby – VP Operations – Red Robin Gourmet Burgers
Felicia White – VP Global Operations Training and Development – Church’s Chicken
- Managing employee motivation and retention to increase customer experience
- Setting new levels of comfort with enforced health, hygiene, sanitization, and safety standards
- Redefining the role and expectations of an employee with a raised minimum wage
- Defining team member performance, encouraging mentorship, and letting go of toxic employees