In this special episode of The QSR Experience Show at the National Restaurant Association Show, Michael Chachula, CIO & CTO of FAT Brands, Inc., discusses the intersection of technology and customer feedback. Michael talks about the importance of making strategic technology decisions that align with business goals, ensuring tech investments drive real value. He also emphasizes the critical role of integrating customer feedback into technological deployments, allowing businesses to stay attuned to consumer needs. Michael also touches on innovative approaches to designing loyalty programs, moving beyond traditional discounts to offer personalized and engaging rewards that feel more like a game to customers. Topics discussed: - The importance of aligning tech choices with business goals to ensure investments drive tangible value and operational efficiency. - How integrating customer feedback into technological deployments helps businesses stay attuned to consumer needs and enhances overall satisfaction. - Creating flexible and engaging loyalty programs that go beyond simple discounts to offer personalized rewards, increasing customer retention and engagement. - The importance of leveraging data to make informed decisions, optimize operations, and personalize the customer experience in the restaurant industry. How technology can support and enhance the ethos of a brand, ensuring it remains consistent with the company’s core values and mission. - The significance of presenting clear choices to consumers, making it easier for them to engage with the brand and its offerings. - Tools and strategies for delivering more personalized experiences to customers, increasing their loyalty and satisfaction.