I had the opportunity to attend this year’s Fast Casual Executive Summit (FCES) in Denver, Colorado, an event renowned for bringing together the top innovators and leaders in the fast-casual dining industry. With a focus on collaboration, creativity, and cutting-edge solutions, the summit offered invaluable insights that I’m excited to share. Whether you’re looking to enhance operations, boost customer loyalty, or streamline technology in your restaurant, I hope these takeaways will inspire actionable strategies for your brand.
-Megan Oppelt, Marketing Consultant
1. Innovation and the Art of the Perfect Pitch
The Perfect Pitch session was a highlight, reminiscent of the show Shark Tank, but with an emphasis on support rather than competition. Small but innovative food concepts had the opportunity to present their ideas, showcasing the future of fast-casual dining.
Winner Spotlight: Saigon Hustle
Saigon Hustle, a Vietnamese fusion food concept, took home the $3,500 prize along with six months of free service with Ovation. The co-founders, Cassie Ghaffar and Sandy Nguyen, stood out with their strong business acumen and innovative take on fast-casual Vietnamese street food. Their win emphasized the potential for blending cultural cuisine with modern dining trends.
Other contestants included:
- GAI Chicken & Rice: A concept focused on a modern take on Asian-inspired chicken and rice dishes.
- Much Ado About Pizza: A fresh perspective on the classic pizza parlor because everything is Shakespeare-themed (including Shakespearean hats for the crew).
- Pasta di Guy: Offering homemade, customizable pasta dishes led by chef-owner Guy Carmeli.
- Shootz Hawaiian: Highlighting Hawaiian comfort food with an authentic twist.
The takeaway from this session was the importance of having a clear vision, knowing your audience, and being able to scale your operations efficiently.
2. Tech-Driven Transformation
Technology continues to disrupt and redefine the restaurant industry. The summit emphasized that tech innovation isn’t just about streamlining operations but about enhancing guest experiences and boosting profitability.
Discovery 30: Revolutionary Product Pitches
The Discovery 30 segment allowed vendors to present their solutions in short, five-minute pitches designed to revolutionize operations by increasing order accuracy and increasing revenue. Two notable presentations stood out:
- Parrish Chapman, Chief Revenue Officer, GRUBBRR: Parrish highlighted how in-store ordering kiosks have drastically improved the guest experience by reducing errors, decreasing wait times, and reducing lines. Case studies showed impressive adoption rates at brands like Dave’s Hot Chicken (28.9%) and Bojangles (52%), and the data indicated significant increases in average ticket sizes across the board.
- Luke Wilwerding, VP of Sales, Elo Touch Solutions: Luke discussed the rising costs of labor and how tech can provide a solution. Elo’s interactive touchscreen solutions aim to engage customers while increasing order accuracy and speeding up service times.
Catering Technology
A panel moderated by Lunchbox’s CEO, Nabeel Alamgir, shed light on technology’s critical role in catering sales. Erin Levzow (Growth Advisor, Batch & Box) shared how data drives catering decisions, while Max Sheets (CEO, Chick N Max) emphasized the importance of quality and consistency in delivery. Jenn Saunders-Haynes (Director of Global Catering, Subway) said “Some of the best guests for a catering order are already in your restaurant. Use the people who come in your door to grow catering.”
The consensus was clear: leveraging technology for catering and loyalty programs can turn occasional guests into dedicated customers, ultimately driving revenue.
3. Customer-Centric Approaches: Building Loyalty and Memorable Experiences
Unlocking brand loyalty isn’t just about points and rewards—it’s about creating an unforgettable guest experience that builds emotional connections. This panel focused on how fast-casual brands can go beyond traditional loyalty programs to create true brand advocates.
Key Insights:
- Personalization is Paramount: Mitch Baker (VP of Marketing, Robeks) and Darren Spicer (CEO & Co-Founder, Clutch Coffee Bar) stressed the importance of tailored content and guest engagement. Spicer remarked, “You speed date brands on social media. The last 15 posts should tell the whole story of the brand.”
- Know Your Core Customer: Understanding your audience allows you to better serve them and foster loyalty. Whether it’s through personalized social media interactions or unique in-store experiences, brands need to stand out in today’s competitive landscape.
Chris Smith (CEO & Co-Founder, Zunzi’s and Zunzibar) summed it up perfectly: “We want to have real, authentic communication with our guests.”
4. Women in Leadership: Breaking Glass Ceilings in Fast Casual
The Empowering Women for Fast Casual Leadership session addressed gender diversity, a critical yet underrepresented issue in the industry. Although women comprise over 50% of the industry’s workforce, only 15% hold C-suite positions. This panel called for more mentorship, sponsorship, and opportunities for women to claim leadership roles in the industry.
Key Takeaways:
- Mentorship is Empowering: Julie Swift (Founder, Foodservice Women’s Alliance) emphasized that mentorship is key to professional growth. “There are all kinds of stats that show how much more successful a company is when they have diverse viewpoints.”
- Speak Up and Show Up: Suzie Tsai (CEO, Bonchon) advised that women in leadership need to assert themselves. “You need to know how the company is making and losing money, and you can see how you can help.”
- Identify Your Strengths: Charnell Smith-Landy (Director of Digital Enablement, Smalls Sliders) said “Identify your strengths and be your authentic self. That’s what’s going to help you shine in a room full of people.”
This panel underscored the importance of diversity not just as a social responsibility but as a business imperative that leads to more innovative, diverse, and successful organizations.
5. Operational Excellence Through Technology
Several sessions highlighted how technology can streamline operations and empower restaurant teams. From back-of-house systems to guest-facing technologies, the key is to use tech that serves a purpose and solves specific problems, rather than adopting it for its own sake.
Building Empires with Technology
A session featuring leadership of Wow Bao, Voodoo Doughnut, Craveworthy Brands, and Dog Haus revealed how these brands leverage technology to expand their operations and improve efficiency. The discussion highlighted the importance of data, with Gregg Majewski (CEO, Craveworthy Brands) stating, “You will never, ever get a return if you don’t read the data.”
Chris Schultz (CEO, Voodoo Doughnut) emphasized that while technology is important, it should never replace the human element in hospitality: “Technology is wonderful, but it’s never going to replace that person behind the counter.”
6. Fostering Employee Engagement for Success
Happy staff equals happy customers. The Happy Staff, Happy Customers session explored how employee satisfaction leads to better customer service, reduces turnover costs, and enhances workplace culture.
Strategies for Employee Retention:
- Engage with Purpose: Rachael Nemeth (CEO & Co-Founder) Opus Training outlined the “4 Es of Engagement” – Enablement, Enlightenment, Expression, and Encouragement – as key areas to focus on when fostering employee satisfaction.
- Incentivize and Innovate: Sawsan Abublan (CEO & Co-Founder, Shawarma Press) shared how they incentivize cross-training to solve staffing challenges, offering higher hourly wages for employees who learn additional roles.
Mike Burns of (CEO) &pizza took a creative approach by offering ampersand tattoos to guests and employees, helping to build a strong, loyal community of staff who feel invested in the brand.
7. Strategic Expansion: Beyond the Storefront
For fast-casual brands looking to expand, non-traditional venues like gas stations, airports, and stadiums offer opportunities for visibility and growth. The session From Storefronts to Stadiums provided insights into expanding strategically while protecting brand integrity.
Key Points:
- Visibility is Key: Jason Ganahl (Founder, GQue Championship Barbeque) shared the importance of being visible in local communities, not just in high-traffic areas like stadiums.
- Elevating the Brand: A stadium location can elevate brand perception, but it’s essential to maintain a consistent value proposition across all locations.
Final Thoughts: A Tech-Infused, Customer-Centric Future
The Fast Casual Executive Summit 2024 highlighted the ongoing evolution of the fast-casual industry, where innovation, technology, and customer experience remain at the forefront. The future is tech-driven but grounded in human connection – whether through personalized guest experiences or fostering a happy, engaged workforce. As these insights show, success in fast casual dining is about striking the right balance between operational efficiency, brand loyalty, and the human touch.
