As a result of growing consumer expectation for personalized, flexible and intuitive experiences, leaders within the food services industry are adopting new technologies and mobile-first capabilities to create operating systems that seamlessly connect back-of-house services with consumer-facing interactions. When paired with powerful data analytics and automation, this approach allows information and insights to flow freely across the business, enhancing the customer experience and driving new efficiencies, from ordering and inventory management to delivery.
This research paper explores how digital transformation applicable across industry verticals is enabling organizations within the food service sector to expand on their current offerings, optimize their operating systems and deliver an exceptional customer experience at scale.
Published July 2020
Retailers are leveraging interactive digital & mobile-app displays harnessing tech like AI, AR and VR that allow shoppers to search and discover product information as well as other other relevant information to elevate their shopping experience. This includes adjusting in-store displays, pricing and service through biometric recognition to reflect customer profiles, loyalty accounts or unlocked rewards and promotions—creating a custom shopping experience for each visitor, at scale.Feedback Loop
Companies are sitting on a wealth of data about their shoppers, their stores and the broader marketplace, but they often lack the internal capabilities and creative insight to put it to use. Successful brands and retailers are differentiating themselves with data-led initiatives like deep-learning algorithms that enable them to quickly adapt or even anticipate shifts in consumer preferences to be first to market with next-gen products inspired by purchase patterns to better serve the needs of their customers, as well as forecast trends.Anticipatory Support
Retailers are applying machine learning and data aggregation tools to anticipate consumer behaviors and needs based on situational or emotional contexts and provide service or product recommendations. This includes using data generated by mobile apps to create a unified view of a member's shopping behavior and preferences, as well as leveraging RFID and other technologies to detect items that shoppers are interacting with in order to target shoppers in the moment and drive incremental retail sales. It also encompasses taking targeted advertising offline with recognition technologies that allow brands to pinpoint and deliver the most relevant ads to specific connected consumers near physical point-of-purchase.