Vice President, Digital Experience & Design Panera Bread
Mark has worked in the digital experience field for over 15 years. In his role with Panera Bread, he leads the Design and Product Management function for consumer ecommerce and in-store tech. The mission: speed and joy throughout the customer journey, with a focus on applying personalization and digital/physical integration to drive deeper engagement with each guest on their own terms.
Mark honed his skills in the agency world in user experience, creative direction and digital strategy, working for clients such as CNN, Wall Street Journal and Staples. He holds an Master of Science in digital design from Pratt Institute in Brooklyn, NY.
Check out the incredible speaker line-up to see who will be joining Mark.
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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