In the era of rapid technological development, digital transformation is having a profound impact on industries, and the food and beverage (F&B) industry is no exception. This change has not only changed the way F&B businesses operate but also affected customer experience.
Digital transformation has brought many positive changes to the customer experience of the F&B industry. In the past, this industry focused primarily on sales, marketing, and improving the user experience during the service process. However, the COVID-19 pandemic had a profound impact and accelerated this digital transformation process. F&B businesses have quickly adopted technology, tools, and digital platforms to create a better customer experience and improve operational efficiency.
For large enterprises that own restaurant chains with large scale, customer experience management is becoming increasingly important, helping businesses expand new customer bases and increase the loyalty of existing customer bases.