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How to Deliver a Frictionless Guest Experience

The minute your guests experience any friction in any interaction, the likelihood of them returning plummets.

So, what can you do to reduce friction throughout the guest experience? Make it easy for them to order, pay, earn and redeem loyalty currency, and communicate with your brand. That means relevant, timely communications and reducing interruptions or disruptors. New technology coupled with guest-centric thinking help brands capture even more orders.

This session will feature brand execs who have incorporated new thinking into the guest experience to make it easier than ever for guests.


Keith Hill | Co-Founder | I Love Bacon

Keith Hill’s first job 22 years ago, was in fast casual dining as a teenager. As he came of age, he soon moved into the challenging bar and nightclub business. He cut his teeth there, opening and helping build several very successful companies. I Love Bacon Food Truck burst onto the scene in the 1st quarter of 2014 and immediately gained notoriety with 4 “Best Food Truck In The City” awards from different organizations. ILB is currently moving into the brick & mortar business as well as adding more trucks to the fleet.

Todd Madlener | COO | Coolgreens

Todd Madlener is an industry veteran with over 25 years of leadership experience building passionate teams and brand culture that drives quality and growth. At Coolgreens, Todd is leading the brand in to its next phase of growth with culture-first programs like “coolstories” and an enhanced training program. He’s also leading key initiatives for the brand including a new prototype, catering program, and updated technologies all aimed at enabling restaurant teams to elevate the guest experience. Todd previously served as Vice President of Operations at MAD Greens and Senior Director of Operations for Red Robin where he spent over 20 years.

Rachel Phillips-Luther | Owner | UP Inspired Kitchen

Former CMO of Zoës Kitchen and Jamba Juice aren’t the only titles familiar to Rachel (Rae) Phillips-Luther. She is also known as a brand strategist, entrepreneur, visionary and mom. As a seasoned CMO and the founder of UP Inspired Kitchen, R Circle and RAEdiate, Rae lives each day with a desire to make the biggest impact possible in the lives of others. During her tenure as a CMO, she led Jamba Juice through a comprehensive brand reposition. She also repositioned Zoës Kitchen as a fast-casual Mediterranean lifestyle brand before leading the brand through a record-setting IPO in 2014. She began her career at the global PR agency Fleishman-Hillard.


Arjun Sen | President | ZenMango

Arjun Sen is a former Fortune 500 executive and a highly rated international keynote speaker in the Brand and Customer Experience category who has impacted brands to Win Big. At Papa John’s, he led the 3,000-restaurant chain to 4-years of record growth. As Brand Advisor to Paytronix and CEO of ZenMango, he has made big impacts on major Restaurant, Service, Retail, Non-Profit and Sports brands, worldwide. Arjun is an acclaimed author of the book Customer Karma, must read for anyone in the customer service.

session sponsor