eTail Boston 2019

August 19 - 22, 2019

The Sheraton, Boston

Mark Berinato, Vice President, Digital Experience & Design at Panera Bread
Panera Bread Logo

Mark Berinato

Vice President, Digital Experience & Design
Panera Bread

Check out the incredible speaker line-up to see who will be joining Mark.

Download The Latest Agenda

Day 2: Digital Growth And New eCommerce Experiences - Wednesday, August 21st, 2019

Wednesday, August 21st, 2019

2:05 PM Improving User Experience: Leading With The Customer Benefit

Panera Bread uses technology to improve the customer experience – one that is personalized for every guest. Today's customers are increasingly connected through their mobile phones. They expect you to know who they are, what they value, and they seek experiences that integrate seamlessly into their digital lives. Panera solves for this by starting with the customer benefit and working backwards to find the right solution. Building on the success of Panera 2.0, Panera continues to iterate and test new technologies to connect the online world to the physical café and deliver a unique user experience to each guest.
This discussion will address:
  • Personalization and the connection of online/offline worlds
  • Why emotion is central to customer experience
  • The role of emerging technologies, such as facial recognition and near field communication (NFC), to simplify the guest experience

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