TECHNOLOGY

Restaurant brand teams up with Accenture in digital initiative

BY CSA STAFF

Quick-serve giant Subway restaurants has launched a new division, Subway Digital, to transform its customer experience.

Created in collaboration with Accenture, the new division has been charged with building a comprehensive omnichannel strategy and implementation support team to enhance engagement and build loyalty.

"We've worked to provide guests with a fresh and innovative experience for 50 years," said Suzanne Greco, CEO and president, Subway, which has 44,000 locations worldwide. “With the creation of Subway Digital we are committed to making the guest experience as meaningful, convenient and contemporary as possible, across all channels."

The Subway Digital team is evaluating all aspects of technology, from consumer-facing loyalty programs and the chain’s app to back-end design, identifying new initiatives to personalize engagement with guests. New initiatives will be announced as they are developed, as early as 2017.

"There's no end in sight when it comes to guest engagement," said Subway restaurants CIO and CDO Carman Wenkoff. "We are looking at everything, and our work will be constantly evolving over the next several years. We'll be searching for top digital marketing and technology talent to join our growing team at headquarters as we plan for 2017 and beyond."

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C-SUITE

Cosmetic giant names its first-ever chief retail officer

BY Marianne Wilson

L'Oreal USA appointed of Marc-Alexandre Risch to the newly created position of chief retail officer for L'Oreal USA.

The appointments comes as L’Oreal’s retail banners, which include Kiehl’s, are expanding. Risch will responsible for supporting the organization with retail operations leadership and knowledge, developing back-office retail operations solutions, systems and synergies across the company, and helping to establish seamless, omnichannel consumer experiences across L'Oreal USA's brand portfolio.

"With our retail operations growing rapidly across brands like Kiehl's, NYX and Urban Decay, we've created this strategic role to continuously enhance our customer shopping experience," said Frédéric Rozé, president and CEO, L'Oreal USA. "We're lucky to have Marc-Alexandre, a talented leader and industry expert, to guide our retail expansion and implement best-in-class systems across the company."

Risch joined the L'Oreal Group in March 2005 as the international project manager for Garnier and ascended quickly with numerous leadership positions.

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FACILITIES

Quality Solutions changes name to QSI Facilities

BY Marianne Wilson

Quality Solutions, Colwich, Kansas, a leading provider of facilities maintenance and constructions services, has changed its name to QSI Facilities.

The company has also launched a new website and introduced a new approach for overcoming “value leakage” in outsourced facilities services.

“We changed our name to QSI Facilities and created a new website as part of a larger strategic initiative to help clients gain control over facilities management outcomes and costs,” said Joe Kirmser, CEO of QSI Facilities. “Facilities management executives across all industry sectors are challenged to reduce costs. However, many proposals that appear to offer savings during the procurement stage actually end up increasing total cost of operations (TCO) over the term of the engagement.”

Value leakage is the difference between what is promised at the procurement stage and what is actually delivered over the length of an outsourced services agreement. Losses from value leakage, caused by billing inaccuracies, slow response times and service quality problems, represent 20% or more of the total amount companies spend on outsourced services, according to a report by The Shelby Group, a procurement and sourcing consulting firm.

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