How Panera Bread Reinvented Its Customer Experience

Blaine Hurst of Panera Bread explains how he worked with CEO and founder Ron Shaich to design and test the “Panera 2.0” concept, working out of a single cafe near Boston’s Fenway Park.

By Scott Kirsner · December 10, 2014 · 1 min read

Blaine Hurst , the Chief Transformation and Growth Officer at Panera Bread, says that he and founder Ron Shaich both acknowledged that the fast casual restaurant chain had a problem. Panera , with $2.4 billion in annual revenue, had a vision of being “a comfortable place to…

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