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Re-imagining the guest experience with Shake Shack

Recent research reveals that only 22% of consumers plan to return to pre-COVID dining habits when the pandemic ends. Shake Shack was slated for monumental growth when the pandemic hit, and like the entire restaurant industry, had to take action to address changing customer habits.

Join Nina Lakhani, Director of Consumer Insights and Analytics at Shake Shack, Alison Brown, Head of Brand Experience Delivery at Qualtrics, and Lauren Helbig, Global Head of Locations CX Solution Strategy at Qualtrics, to discuss how Shake Shack:

  • Quickly transformed its on-premise experience, store format, and digital guest experiences
  • Planned for the uncertain future while achieving ambitious growth goals, such as opening 40 new Shacks
  • Acted on quick service restaurant (QSR) trends that are becoming mainstays and look to change the industry going forward

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Picture of Nina Lakhani

Nina Lakhani

Director of Consumer Insights and Analytics
Shake Shack

Nina heads Consumer Insights and Analytics at Shake Shack managing guest experience, culinary research, and brand tracking. Nina spent four years at The Leading Hotels of the World leading the analytics transformation of the Marketing organization by spearheading research and data. Nina holds a BA in Economics and Psychology from Barnard College, Columbia University and a Master’s degree in Hospitality Management from Cornell University.

Picture of Alison Brown

Alison Brown

Head of Brand Experience Delivery

Alison joined Qualtrics in 2019 to build out the Global Research Experts team, providing full service research and advisory services to software customers. Alison also leads the team bringing BX programs to life for customers around the world. She has over 20 years of insights and operations experience, including serving as Vice President of Global Insights & Analytics at Starbucks Coffee Company and 11 years at Millward Brown as a VP.

More than 18,000 brands and 99 of the top 100 business schools use Qualtrics