Panera CIO John Meister on mastering customer experience
CIO
APRIL 27, 2023
If we know, for example, that a guest always takes the onions off their order, then if they forget, we know to ask about it. For years we contemplated doing a digital order pickup in the drive-thru, but thought, we can’t train the consumer to do it. What follows is that conversation, edited for length and clarity.
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