At the heart of this transformation is understanding and then acting on what the customers want, and an understanding of customer experiences that span both online and offline channels. Working with a digital transformation partner to meet the challenge of remaining relevant to today’s consumers, it amalgamated the customer experience of ordering food by creating an omnichannel experience: order online pays with e-wallet and collect the food the same day using a QR code. Digital transformation is really about customer experience using technology to immerse their clients in something they can’t help but advocate.

Key Takeaways:

• In the business-to-consumer sector, the ever-increasing expectations of customers—as well as the pace of change—have led to a gap between supply and demand.
• At the heart of this transformation is understanding and then acting on what the customers want, and an understanding of customer experiences that span both online and offline channels.
• Part of this may have to do with the homely, traditional association of eating and mealtimes, and, of course, the fact that the product is perishable.

“Overall, the foodservice industry is fairly resistant to the advances of technology. Part of this may have to do with the homely, traditional association of eating and mealtimes, and, of course, the fact that the product is perishable. But more pressingly, the industry itself is at odds with innovation: it’s slow, highly regulated, and very capital-intensive.”

https://www.qsrmagazine.com/outside-insights/restaurant-industry-odds-innovation