When we published Destination Digital last year about the changing role of the CIO, I was keen to keep the conversation going. One of the action points we suggested was to use digital technologies to enhance the consumer experience. But what might this look like in practice?

Take the example of Panera Bread, the bakery–café chain that has enhanced its already successful business model of allowing customers to tailor their salads and sandwiches. Using the latest digital technologies – and embedding the Internet of Things (IoT) throughout their operations and supply chain – Panera’s customers can now build their orders online, pre-order favourite meals with an app and pay quickly at in-store kiosks.

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