Sessions

"I love the educational atmosphere. It's great to learn from folks who are eager to learn themselves. Their ability to relate their experiences to the course material was really effective."
— Jason Goldman, Google

A House Divided: Two Perspectives on Managing the Customer Experience


Ryan Freitas

Traditional restauranteurs don’t talk much about “managing experience,” but they’ve learned a lot about how to manage one of its hardest problems: When the quality, timing and consistency of your product is completely out of the hands of your front-line staff, how do you ensure the quality of the customer experience? Ryan Freitas will discuss lessons learned in the kitchen about the impact back-end processes can have on front-end service, and how to manage the divide between them.

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