Presentations

How Big Data Can Help Improve (or Disrupt) Customer Satisfaction

Shawn Utke, Vice President – Brand Insight & Research, Panera Bread Company

Shawn Utke will discuss Panera’s Café Health, an innovative approach that has had a significant impact on how operators measure success in their cafes. This new tool aligns customer perceptions with transactional data at the café level to determine what matters, prioritize activities based on what will have the greatest impact on sales, and measure activity to ensure success. He will explain how Café Health was created and will provide examples of what is being done to improve the customer experience at Panera.

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