Virtual 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

Debate, challenge and optimize the way in-store and indoor dining looks in a post-pandemic world

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

Harness and leverage data to utilize guest preferences and increase customer experience

Countdown to masterclass

Be part of the solution








November 16th, 2021

11:00-11:10 AM est

Opening remarks

‘‘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



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

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

    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



    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

    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
    3:10-3:20 pm est

    Closing Remarks

    3:20 pm est

    Open Networking