Masterclass

Digital Transformation In fast casual and qsr

JUNE 8-9, 2022 - Chicago, IL

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

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Be part of the solution

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Agenda

June 8, 2022

8:05-8:10 AM

Opening remarks

8:10-8:45 AM

Opening Keynote

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
8:45-9:10 Am

Plenary

Geoff Alexander
President & CEO
Wow Bao

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
9:15-10:15

Open Networking and Round Tables

Olivia Ross
Director, Marketing
Halo Burger

Julie Wade
Senior Director of Marketing
Taziki’s Mediterranean Cafe

Customer Experience – Enhancing CX and engaging with guests through digitization
Products and Service Innovation – Using omnichannel strategies to drive growth in a post-pandemic world

Chris Schultz
CEO
Voodoo Doughnut

Sean Flynn
CEO and Founder
Bamboo World Kitchen

Employee Experience – How culture and people were tested in the face of a crisis
Business model Innovation – Reimagining the guest experience and concepts that address changes in consumer behavior
10:20-10:55 am

Sessions

Customer Experience

Digital Transformation

Developing the RIght Loyalty Program in the “New Normal”
  • Building an agile and innovative loyalty program that stands out from the rest 
  • Navigating the ecommerce world to create unique perks that coincide with the changing customer buying behavior
  • Understanding how to incorporate mobile ordering solutions, delivery and onsite pickups into your loyalty program
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?
    11:00-11:35 am

    Workshops

    Customer Experience

    Digital Transformation

    Understanding the Importance of Sustainable Packaging on Customer Loyalty 
    • Looking at how sustainable practices influence customer loyalty as consumer behaviour becomes more and more impacted by issue-driven practices
    • Understanding how to create a more sustainable supply chain by using a circular economy model 
    • Moving beyond just “recycling” to create true efficiency through product recovery and recycling
    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
    11:40-12:15 am

    Panel Discussion

    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

    Using an omnichannel approach to effectively reach guests and improve the customer experience
    • 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
    12:20-1:20 pm

    Lunch Round Tables

    Jason Profitt
    Director of Technology
    Piada

    Shawn Lalehzarian
    Founder & CEO
    The Red Chickz

    Customer Experience – Enhancing CX and engaging with guests through digitization
    Data and engagements – Utilizing consumer data to drive profitability and grow market share

    Dan Gunam
    Founder
    Calii Love

    Business model Innovation – Redesigning drive thru’s, pickup, third party delivery, and the rise of dark kitchens
    Selecting the right technology partners to ensure the success of your digital transformation
    1:25-2:00 PM

    Sessions

    Customer Experience

    Digital Transformation

    Responsible Ingredient Sourcing in the Fast Casual World
    • Creating a culture of brand accountability when it comes to responsible ingredient sourcing 
    • Using metrics to identify best practices to improve ingredient sourcing while creating more robust practices to better these metrics
    • Understanding how brand building and consumer loyalty is impacted by sustainable sourcing standards
      What Will Customer Experience in QSR Look Like in 2021 and Beyond
      • Understanding the impact the last 18 months have had in customer expectations
      • How to select the right customer-centered digital investments to maximize your ROI
      • Standing apart from the competition: how to create and deploy a differentiated customer experience on mobile
      2:05-2:40 PM

      Workshops

      Customer Experience

      Digital Transformation

      Bob Gunters
      Chief Revenue Officer
      Loop Media

      Improving the Drive Through Experience in 2022 and beyond
      • Understanding the impact of COVID in the resurgence of the drive through experience 
      • Streamlining the drive through by deploying turnkey technologies
      • Using predictive analytics to understand the impact of local factors on consumer buying behaviour
      The 3 pronged approach: Taking a deeper dive into how to leverage Digital marketing, Third party delivery channels & partners and Digital product. 
      • Take an in depth analysis into everything from performance marketing, email campaigns, crm, lifecycle programming and push notifications in order to master the third party marketing conundrum
      • Looking at how to best leverage relationships with third party providers such as Ubereats, doordash, grubhub, etc. and analyzing what delivery marketing strategies look like now, and what is working best
      • Focusing on development of app and web, new features on kiosks and new tools for inhouse teams
      2:45-3:45 pm

      Open Networking and Round Tables

      Using Technology to Control Food Costs without Sacrificing Quality
      Leveraging Automtion to Create Superior Customer Experience
      Using Limited Time Offers to Attract New Customers
      Self service kiosks – Looking at their Continued Rise in a Post-Pandemic World
      3:50-4:25 PM

      Panel

      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

      Fuelling future growth with the right talent, retention, and inspiration in a post-pandemic world
      • 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
      4:25-4:30 pm

      Closing Remarks

      3:50 PM

      Open Networking 

      June 9, 2022

      8:05-8:10 AM

      Opening remarks

      8:10-8:45 AM

      Opening Keynote

      Carl Howards
      President & CEO
      Fazoli’s

      The intel inside: How to create food experiences from branding, menu development, strategy to operational execution
          • Taking a deeper dive into the driving force on brand and culinary strategy.
          • Test new innovation – Restaurant technology is bringing the sector into the digital age and changing how businesses process, prepare, and serve food.
          • Taking a robust look at the emerging restaurant technologies having the most significant impact on the sector.
          • Identify market segment – closely looking at the needs and motivations of the various consumers in the marketplace, primarily by considering the array of benefits that they are seeking with a fast food option.
      8:45-9:10 Am

      Plenary

      Managing Order Volume Fluxuations through Digitizing Your Kitchen
      • how to juggle takeout, delivery, drive-thru and dine-in options while remaining relevant
      • learning from digital entrants and new operating models to revitalize traditional operations 
      • building out a robust tech stack to streamline operations while retaining and growing your consumer base
      9:15-10:15

      Open Networking and Round Tables

      Using predictive analytics to provide a comprehensive experience and service based on consumer preferences
      Identifying the right digital ordering solution for more efficient scalability
      Finding, hiring, and keeping the right talent in an ever changing world
      Understanding consumer behaviour to create the right balance between wholesome foods and comfort foods
      10:20-10:55 am

      Sessions

      Customer Experience

      Digital Transformation

      Bridging the talent gap in the Fast Casual World What does a Post-Pandemic Restaurant Worker Need from their Workplace
      • How to create a more sustainable workplace environment to meet the growing customer demand in the fast casual space
      • Creating a work culture that matches the lifestyle and future plans of employees
      • Rethinking hiring practices to better attract post-pandemic workers
      Investing in the Right POS Systems on the Economic Road to Recovery
      • Understanding the impact of online ordering on choosing the right POS systems
      • Identifying a complete solution that is intuitive to the user experience
      • Keeping operational and technical flexibility in mind when choosing the right system
      11:00-11:35 am

      Workshops

      Customer Experience

      Digital Transformation

      How Technology can drive efficiencies across your Frontline Workforce

       

      • how digital tools can increase communication from the top floor to the front lines, driving employee morale and performance
      • Strategies to connect the frontline workforce that drive employee retention, customer service levels and overall store performance
      • Key factors which matter most when it comes to optimizing an employees’ lifecycle
      The Redesign of Fast Casual

      The pandemic has thrown the fast casual & qsr industry years forward when it comes to  technology. The industry is in a period where it needs to reimagine the entire supply chain; the physical plant of the restaurant, the dining room, is shrinking and going away, in response all these channels are opening up. This session will be diving into:

      • Discovering strategies, from a technology perspective, on how to balance and manage the flow.
      • Looking at how to manage experiences with consumers waiting in a dining room, and equally waiting at home or in their cars.
      • How do we provide a better user experience with technology?
      11:40-12:15 am

      Panel Discussion

      Understanding Guest Acquisition, Activation and Engagement Best Practices for a Post Pandemic Landscape
      • learn how to use and uncover data to identify, attract and retain new and existing customers
      • outlining omni-channel media strategies – including email, social media, direct mail, and loyalty programs – to drive activation and engagement within your customer base
      • identify patterns in guest behavior to optimize marketing spend, drive operational efficiency and increase ROI
      12:20-1:20 pm

      Lunch Round Tables

      How intelligent messaging platforms are being used to grow traffic

      Picking the right software application to forecast business needs, control food and labor costs, and drive predictable operations

      Understanding the future of intelligent kitchens and multi-purpose cooking equipment

      Enhancing Off-premise Operations to Build Customer Trust
      1:25-2:00 PM

      Sessions

      Digital Transformation

      Digital Transformation

      Attracting Today’s Restaurant Workers Amid Staggering Shortages
      • Why it’s critical to adapt, and explore the novel ways to support an evolving workforce
      • Embracing flexibility by adopting greater schedule and shift flexibility, such as flex times, compressed work weeks, and culturally inclusive holidays
      • Understanding the importance of upward mobility strategies as a driver for recruitment success
      • Developing mentor/mentee programs between management leaders and employees, regular management training opportunities to support their own career goals, and touchpoints to ensure managers are carrying out the vision of the brand.
      • Aligning expectations, implementing accountability, rewarding performance, and scheduling periodic appreciation events to improve worker satisfaction
        How Mobile Ordering Has Redefined the Customer Journey
        • Undertanding how the pandemic has changed mobile ordering from a source of steady growth into an essential component of your digital strategy
        • Adapting your marketing, point of sale and customer loyalty operations accordingly to keep pace with increasing on-demand customer expectations.
        • Examining the impact that consumer’s online needs and expectations are having on the offline experience
        • Leveraging your apps to take an all-in-one approach to draw in and maintain new customers 
        2:05-2:40 PM

        Workshops

        Customer Experience

        Digital Transformation

        How the Right Workforce Scheduling Software can Help you get a Handle on Your Labor Costs
        • Using artificial intelligence capabilities, to simplify labor budgeting, forecasting, and scheduling processes
        • How modern workforce scheduling software can help you save money by accurately monitoring time entry, labor tracking, and payroll integration
        • Leveraging mobile-enabled self-service applications to allow employees to quickly view their schedules, submit time-off requests, adjust availability, and issue sick-leave notifications
        Drive Loyalty and Revenue with the Right Technology Stack
        • Understanding what it takes to have the right technology stack
        • How to drive modern customer experiences with personalization
        • How to get the best ROI on your ad spend with customer data and location tracking
        • How to drive revenue with customer data and product intelligence
        2:45-3:45 pm

        Open Networking and Round Tables

        Using AI to Build Customer-Specific Marketing Campaigns
        Leaning Into Modernized Loyalty to Drive Digital Acceleration
        Using SMS Marketing to Build Diner Loyalty and Drive Repeat Orders!
        How to Build a Solid Virtual Business
        3:50-4:25 PM

        Panel

        Ghost Kitchens: Redefining the Delivery Scene, one Virtual Kitchen at a Time
        • Understanding what is a ghost or virtual kitchen and how their importance has changed since the onset of the pandemic
        • Using ghost kitchens as a vehicle for both launching a new QSR brand or as a means of expanding into new markets
        • How to make the model work and best practices to ensure sucess
        4:25-4:30 pm

        Closing Remarks

        3:50 PM

        Open Networking