So, the corporate chieftain who once declared that “the food business is not a technology business” has spent $42 million to update Panera. “The goal is to eliminate friction points so that customers have a better experience […] because if they have a better experience, it will help our business.”
Ronald M. Shaich
The integration and establishment of user experience design practice continues apace!
A nice case study about the CEO of the Panera Bread restaurant chain ‘eating his own dog food’, reflecting on his privileged experience, and having the influence to affect changes that empower his customers.
