Delivering innovation with a side of pizza

Retail Gets Real episode 281: Domino’s Senior VP of Customer and Store Experiences Christopher Thomas-Moore on starting with the customer

It’s exciting to work with a restaurant brand that leans in and takes risks, especially when it improves the customer experience, says Christopher Thomas-Moore, senior vice president of customer and store experiences at Domino’s.

“It is fun to talk about Domino’s, especially in professional communities, because there is a stronger understanding of the turnaround of our business and what we’ve done over a number of years to really push the industry, but also to really position ourselves as a leader in technology,” Thomas-Moore said in this week’s episode of Retail Gets Real.

A change of pace

Dive deeper into the latest innovations by Domino's and how they are meeting consumers where they are.

From its delivery tracker to a “mind-ordering app” developed in partnership with Netflix’s “Stranger Things,” Domino’s has been delivering on innovation since 1960. Many of those innovations have come about by listening to the customer and adapting based on what they needed.

The focus on innovation to solve pain points became especially important during the pandemic, when the speed of innovation was accelerated and listening to customers became crucial to survival.

“It was such an interesting time to be with the brand, especially a brand that has a legacy of innovation that, depending on the innovation, some of them are faster from an overall time to market and some of them take much longer,” Thomas-Moore said. “For us, it was really important to start around our customer and understanding what their experiences and concerns were.”

Listen to the full podcast to learn more about Thomas-Moore’s career path from call center to senior vice president, how Domino’s leads when it comes to innovation, and the future of the quick service industry.


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