This panel discussion, supported by Modbar, saw two highly experienced FCSI professional members join Giulia Spanio, general manager of Modbar, for an insightful conversation about the changes in what the dining public expect from foodservice experiences – and how operators can respond.
Recorded live during HostMilano 2025, the discussion was chaired by Tina Nielsen, editor of FCSI’s Foodservice Consultant magazine, and featured the following participants:
- Michael Neuner FCSI, president, Neuner & Associates
- Ken Schwartz FCSI, president, SSA
- Giulia Spanio, general manager, Modbar
A reason to return
“The customer experience is not about the food or the service. The guest will not remember the server’s name the next day but they will remember if they had a great time,” says Neuner. “What we need to create is an intuitive customer flow and ultimately the target customer needs to feel great and want to come back when they leave the restaurant.”
Watch the video below:
Further details:
