Digital Transformation in Fast Casual and QSR Summit

The Future of Dining: Insights from the Digital Transformation in Fast Casual and QSR Summit

Tuesday June 11, 2024

This year’s Digital Transformation in Fast Casual and QSR Summit, held on June 11 and 12, 2024, at the Westin Hotel Lombard, brought together industry leaders to discuss the evolving landscape of the restaurant industry. The summit featured insightful panel discussions with experts sharing their knowledge and experiences on leveraging technology to enhance customer experiences, streamline operations, and drive growth. Here are some key takeaways from the event's prominent panelists:

The Future of Digital Transformation in the Fast Casual & QSR Industry

• Dave “Rev” Ciancio, Co-Founder & CMO at Handcraft Burgers & Brews, emphasized the importance of personalizing customer interactions through data-driven marketing strategies. He highlighted how Handcraft Burgers & Brews uses advanced analytics to understand customer preferences and tailor promotions, resulting in increased customer loyalty and higher sales.

• Julie Wade, Head of Marketing at Taziki’s Mediterranean Cafe, discussed the role of digital marketing in creating meaningful connections with customers. Wade illustrated how Taziki’s leverages social media and email campaigns to engage with customers, sharing stories and behind-the-scenes content that resonates with their audience.

• Sam Stanovich, SVP Franchise at Big Chicken, shared insights on scaling operations while maintaining brand integrity. He explained how Big Chicken uses technology to ensure consistency across all franchise locations, from kitchen operations to customer service.

Fully Digital, Fully Hospitable: Unpacking how Brooklyn Dumpling Shop is leaning into digital advancements to drive guest experience, while also ensuring a spirit of hospitality is present in all that they do

• Jeff Galletly, CEO at Brooklyn Dumpling Shop, and Amy Hom, Operations Consultant at Brooklyn Dumpling Shop, discussed the innovative approach of their restaurant's automated service model. They showcased how automation in ordering and delivery can reduce labor costs and improve efficiency without compromising the customer experience.

Unlocking Brand Affinity in the Digital Era

• Brooke Perry, VP of Marketing at Velvet Taco, spoke about the importance of creating unique and memorable dining experiences. Perry explained how Velvet Taco uses creative marketing campaigns and loyalty programs to keep customers coming back.

Chipotle’s Customer-Centric Quest: Spice Up Your Experience!

• Jason Scoggins, Sr. Director of Customer Activation at Chipotle, highlighted the success of Chipotle’s digital loyalty program. He shared how the program's integration with mobile ordering and delivery services has driven significant growth in customer retention and repeat purchases.

Leveraging AI and ML for Guest Segmentation and Personalization in CRM 

• Olivia Ross, Head of CRM, Loyalty & E-Commerce at El Pollo Loco, discussed the impact of CRM systems on customer relationship management. Ross elaborated on how El Pollo Loco’s CRM platform helps track customer interactions and preferences, enabling the restaurant to offer personalized rewards and promotions.

Navigating Modern Marketing with Brand Integrity & the Role of Design Leadership in Transformation

• Ricky Cobia, Creative Director at Torchy’s Tacos, focused on the creative aspects of digital transformation. Cobia shared how Torchy’s Tacos uses innovative design and digital storytelling to create a brand identity that stands out in a crowded market.

Key Themes and Future Directions

The summit underscored several key themes essential for the digital transformation of the fast casual and QSR sectors:

Data-Driven Decision Making: Utilizing data analytics to understand customer behavior and preferences is crucial for personalizing experiences and improving operational efficiency.

Automation and Technology Integration: Embracing automation in various aspects of restaurant operations can enhance efficiency and reduce costs while maintaining high service standards.

Enhanced Customer Engagement: Building strong relationships with customers through personalized marketing and loyalty programs can significantly boost retention and repeat business.

Creative and Innovative Marketing: Developing unique and engaging marketing campaigns helps brands differentiate themselves and attract a loyal customer base.

Franchise Scalability: Ensuring consistency and quality across all franchise locations is vital for brand integrity and customer satisfaction.

The Digital Transformation in Fast Casual and QSR Summit provided a comprehensive overview of how industry leaders are navigating the challenges and opportunities of digital transformation. By leveraging technology, data, and creative marketing strategies, these experts are setting new standards for the future of dining.