Panera had a problem. At lunchtime, customers were mobbing the counters to order and pick up, and it was a mess. It was frustrating for everyone involved, and management knew they were probably missing out on sales because of it. The company's founder turned to Blaine Hurst to lead the search for a solution. As the company's chief technology officer, he put together a team to make Panera a leader in digital ordering and fast pickup.