In the fiercely competitive world of quick-service restaurants (QSR), brands are racing to deliver more than just fast, convenient meals—they’re striving to create personalized, loyalty-driven experiences that keep guests coming back. As digital transformation accelerates, QSRs are leveraging customer data platforms (CDPs), AI-driven personalization, and omnichannel loyalty programs to increase guest spend, drive repeat visits, and build emotional loyalty. Here’s how leading QSRs are reshaping the customer journey—and how Publicis Sapient is helping them lead the way.
Today’s QSR guests expect more than generic offers and one-size-fits-all service. According to recent research, 66% of customers expect companies to understand their personal needs and expectations. In response, QSRs are investing in advanced personalization strategies powered by unified customer data and AI. The result? Richer, more meaningful connections that translate into measurable business impact.
A global restaurant chain partnered with Publicis Sapient to implement hyper-personalization at massive scale. By integrating data from digital ordering, loyalty programs, and in-store interactions, the brand delivered tailored content and offers across every channel. The impact was dramatic:
Personalized communications, powered by a single digital identity across all channels, enabled the brand to anticipate guest preferences, optimize supply and demand, and deliver a consistent, rewarding experience—whether online, in-app, or in-restaurant. This approach unlocked a potential revenue uplift of $470 million over three years.
Central to QSR transformation is the ability to orchestrate all customer interactions from a single platform. A robust CDP provides a 360-degree view of each guest, blending data from web, mobile, loyalty, and in-person touchpoints. This unified view empowers QSRs to:
For example, a leading QSR leveraged a CDP to streamline campaign management and automate customer segmentation. The result: a 75% reduction in reporting time, 50% fewer resources required, and up to a 10% increase in guest count. Marketing teams could test offers five times faster, driving a 1-4% sales lift and freeing up time for innovation.
Traditional points-based loyalty programs are no longer enough to inspire true loyalty. QSRs are moving toward holistic, omnichannel loyalty strategies that blend transactional rewards with emotional engagement. The goal: to make every guest feel recognized, valued, and connected to the brand.
A global QSR sought to drive increased visits and improve engagement through a next-generation loyalty program. Publicis Sapient helped the brand:
The results were outstanding:
By integrating loyalty with digital ordering and personalized marketing, the QSR created a connected ecosystem that incentivized critical behaviors and fostered emotional loyalty.
Publicis Sapient is a trusted partner for QSRs seeking to transform the customer journey end-to-end. Our SPEED framework—Strategy, Product, Experience, Engineering, and Data & AI—enables us to deliver:
With deep industry expertise and a proven track record of delivering measurable results, we help QSRs unlock new growth, deepen guest relationships, and build the loyalty that drives long-term success.
Ready to reimagine personalization and loyalty in your QSR? Connect with Publicis Sapient to start your transformation journey.