How Technology is Transforming the Restaurant & Dining Industry with Jeff Wayman
19m
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Beyond Technology: The Experience Podcast
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The wave of technology sweeping the globe is leaving no stone unturned, including in the restaurant and dining industry. In fact, technology has transformed the way we order, dine out and hit the drive-thru. On this episode of Beyond Technology: The Experience Podcast we unpack how new tech can leverage the dining experience or, alternatively, sink a business. Jeff Wayman VP of Global Account Management at Acrelec, dishes (pun intended) on the different ways restaurants can integrate new technologies into each unique business, increasing efficiency and elevating the customer experience.
With over 25 years of experience, Wayman has seen his fair share of innovation. So, what tech has made the biggest impact on the restaurant industry. What has flopped?
Wayman notes improvements in drive-thru audio quality and how much easier ordering and taking correct orders have become as a result. Now, Wayman’s eye is on technology that enables customer personalization, a rising trend in the food and beverage industry. Self-order kiosks are increasingly prevalent in restaurants, enabling the customer to have a flexible and customized order.
Wayman said the bottom line when it comes to integrating tech into a business flow is to increase accuracy and efficiency. Every business has its own unique technological solution that reflects the brand and operational flow. Whether you’re the McDonald’s Corporation or a mom-and-pop diner, technology can play a part in invigorating the dining experience and increasing profits.
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QSRs were in a relatively good place to adjust to the pandemic. Owen said, “The pandemic accelerated trends already in place like mobile ordering and curbside pickup. QSRs had to prioritize the value of off-premises dining, considering new ways to get food to customers.”
QSR technology enabled these enhanced channels to meet customers where they are. Bisiaux spoke about new technology in the drive-thru that identifies and tracks customers. “It provides identification and tracking of the customer to improve engagement and loyalty.”
Regarding what’s next in online ordering and delivery, Owen described a new concept of consumer-driven selections. “The consumer will have more control to decide which third-party delivery service to use, and they’ll have to bid on this from customer to customer.”
The pandemic did expose some pain points of QSRs. Bisiaux explained how operators have to streamline the traffic and flow of users. “With most operations being drive-thru, higher volume requires optimization with things like order confirmation displays.”
For the future, the industry will continue to embrace technology, as consumer behavior is driving more contactless and digital interaction. Owen added, “I think that we’re going to continue to see increased use of automation and digitizing the consumer experience.”
The State of QSR Technology with John Owen and Chloé Bisiaux
QSRs (quick-service restaurants) have a significant market share across restaurant options. It’s quick, low-cost, and convenient. However, they too had to pivot due to the pandemic, and technology was essential. To discuss the latest trends in QSR technology, Beyond Technology host Tyler Kern spoke with John Owen, President, and Chloé Bisiaux, Head of Drive-Thru Products, at Acrelec.
QSRs were in a relatively good place to adjust to the pandemic. Owen said, “The pandemic accelerated trends already in place like mobile ordering and curbside pickup. QSRs had to prioritize the value of off-premises dining, considering new ways to get food to customers.”
QSR technology enabled these enhanced channels to meet customers where they are. Bisiaux spoke about new technology in the drive-thru that identifies and tracks customers. “It provides identification and tracking of the customer to improve engagement and loyalty.”
Regarding what’s next in online ordering and delivery, Owen described a new concept of consumer-driven selections. “The consumer will have more control to decide which third-party delivery service to use, and they’ll have to bid on this from customer to customer.”
The pandemic did expose some pain points of QSRs. Bisiaux explained how operators have to streamline the traffic and flow of users. “With most operations being drive-thru, higher volume requires optimization with things like order confirmation displays.”
For the future, the industry will continue to embrace technology, as consumer behavior is driving more contactless and digital interaction. Owen added, “I think that we’re going to continue to see increased use of automation and digitizing the consumer experience.”
The Evolution of Self-Checkout Technology
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