“We’ve moved from just offering digital options to actually understanding when, where, and how customers want to engage,” Chan shared. “And we’re layering in AI to personalize the journey in real-time—whether it’s a kiosk flashing your rewards points or suggesting your usual order.”
Redwood agreed that personalization isn’t just a nice-to-have. When done well, it drives results across the board. “The QSR space has always been about speed,” he noted. “But now speed has to come with context. Customers want fast, but they also want to feel like the brand knows who they are.”
And while guest experience is key, Chan and Redwood were both clear that the staff experience can’t be overlooked. When technology is overly complicated or poorly integrated behind the scenes, it slows down service and creates frustration on both sides of the counter.
“Technology that confuses employees slows everything down,” Chan said. “It’s a chain reaction—orders pile up, food gets cold, and you lose the efficiency the tech was meant to deliver.”
Redwood added, “This is where orchestration matters. The best digital solutions are the ones that simplify things—not just for the customer, but for the team trying to deliver that experience.”
As our conversation wrapped, it was clear that
the future of QSRs won’t be defined by a single device or platform but by how well brands connect and coordinate every part of the digital journey.
To learn more about supporting QSRs,
contact us today to speak with a retail expert. Or, to hear more of the discussion—including how unified commerce and AI will shape the next wave of innovation—listen to the
full episode of the podcast.
