Intouch Insight, a leader in customer experience management solutions in North America, today released the second edition of its Emerging Experience study, developed in partnership with QSR Magazine. The report, titled "Next-Gen Restaurant Experiences: The Rise of Innovative Locations," explores the impact of technological advancements on customer experiences across multiple-location quick service restaurant (QSR) brands.

The study offers an in-depth analysis of new technological prototypes introduced by QSRs post-pandemic, focusing on how these innovations compare to traditional restaurant experiences. Laura Livers, Chief Revenue Officer at Intouch Insight, emphasized the importance of this research, stating, "With the rapid evolution in QSR technology and prototypes, our study aimed to evaluate the actual performance and customer reception towards these new models compared to their traditional counterparts."

Key Insights from the Study:

• Three-quarters of the innovation experiences scored higher in overall customer satisfaction than traditional experiences.

• Technological enhancements have notably improved the speed of service, particularly for digital orders picked up by customers.

• Order accuracy was also higher in about 75% of the tech-enhanced locations compared to legacy setups.

The study highlighted several brands that have successfully integrated technology to revamp their customer interactions. Brands like Taco Bell, Checkers & Rallys, and bartaco were noted for their award-winning technological transformations which include features such as mobile kiosks, AI-driven service options, enhanced drive-thru capabilities, and state-of-the-art kitchen technologies.

Livers further commented on the findings, "The data clearly indicates a customer preference for innovative, tech-driven experiences. As digital engagement continues to grow, maintaining consistency across all customer touchpoints becomes essential for sustained success. Brands that are quick to measure, learn, and adapt are the ones likely to prevail in this rapidly changing landscape."

The Emerging Experience study not only underscores the benefits of adopting new technologies in the restaurant industry but also serves as a benchmark for QSRs aiming to elevate their operational efficiency and customer satisfaction through innovation. This ongoing shift towards technology-enhanced dining experiences is shaping the future of how restaurants operate and engage with their customers.

As the QSR sector continues to evolve, the insights from this study will likely influence further investments in technology across the industry, setting new standards for the dining experience worldwide.

Intouch Insight, a leading provider of customer experience management solutions, unveils findings indicating that investments in innovative restaurant prototypes are paying dividends. According to their study, seven out of ten brands' innovation experiences have outperformed legacy counterparts. Notable improvements have been observed in key customer experience metrics due to investments in new prototypes like Burger King's Sizzle, Taco Bell's Go Mobile, and Wendy's Global NextGen.

The report, “Next-Gen Restaurant Experiences: The Rise of Innovative Locations,” presented in collaboration with QSR® Magazine, delves into how technology is reshaping customer experiences for multi-location quick-service restaurant brands.

Laura Livers, Chief Revenue Officer at Intouch Insight, highlights the importance of monitoring trends in restaurant technology. She notes that this year's study aims to explore the performance of these prototypes and technology in comparison to traditional experiences.

The study showcases how brands have integrated features like mobile kiosks, enhanced drive-thru systems, AI-powered technology, and innovative kitchen setups to enhance both in-person and digital experiences.

Key findings from the study include:

• 3 out of 4 Innovation Experiences received higher overall satisfaction scores compared to their legacy counterparts.

• Technology innovations led to speed improvements for digital orders placed for pickup.

• 3 out of 4 innovation experiences' overall order accuracy scores surpassed the legacy experiences.

Livers emphasizes that customers have a preference for innovative experiences, particularly in today's digital age. She underscores the importance of creating consistency across various customer engagement points to ensure success. Brands that adapt swiftly to evolving consumer preferences are poised to thrive in the competitive landscape.

About Intouch Insight:

Intouch Insight provides comprehensive CX solutions to multi-location businesses, enabling them to achieve operational excellence and exceed customer expectations. With services ranging from CX surveys and mobile forms to mystery shopping and compliance audits, Intouch Insight serves over 300 renowned brands across North America. Founded in 1992, the company continues to drive innovation in customer experience management.

Spalba, a leading event-tech platform, has teamed up with the Leela Ambience Convention Hotel to integrate advanced technology into event planning and venue presentation. This collaboration aims to streamline event planning processes and promote sustainability in the hospitality industry.

The partnership between Spalba and Leela Ambience Convention Hotel is a strategic move to enhance international event bookings and showcase Spalba’s offerings globally. By leveraging Spalba’s innovative solution, the hotel aims to simplify processes, enrich the presentation of venue options, and facilitate seamless cross-selling opportunities for clients.

Spalba’s user-friendly interface and immersive showcasing capabilities have generated excitement within the sales team, resulting in smooth deal closures and remote booking confirmations. The detailed event visualization provided by Spalba has transformed planning by offering precise previews of event dynamics for both the hotel and its clients.

Born during the pandemic, Spalba emerged as a sustainable solution for event planning. Utilizing Digital Twin technology and layout design tools, Spalba aims to streamline event planning processes, reduce waste, and minimize carbon emissions, aligning with the hospitality industry's push for eco-friendly practices.

Naveen Gupta, Founder of Spalba, emphasizes the platform’s unique features like 3D walkthroughs and digital twins, which empower hotels to showcase their banquet halls effectively. This not only accelerates venue sales but also enhances cross-selling opportunities. Additionally, Spalba’s virtual tours contribute to reducing carbon emissions by minimizing physical visits and paper usage.

Founded in 2020 by Vishal Puri and Naveen Gupta, Spalba has become a leader in the global event venue marketplace. With a vast network spanning over 11,000 venues across more than 200 Indian cities, Spalba offers a comprehensive suite of tools tailored for venues and planners, including Digital Twin technology, event layout design tools, and insightful visitor analytics.