Research Partners 2023 Connected Restaurant Experience Study: Digital Engagement Creates Complexity

INTRODUCTION

Verizon, Cisco, and Incisiv collaborated on this research to understand the digital evolution of the dining industry.

The study focused on understanding how digital adoption changes customer expectations, restaurant operations, associate effectiveness, and their impact on core infrastructure and connectivity.

The survey and analysis were conducted in December 2022 – January 2023 to look across dining segments (quick-service and full-service) to understand:

How have changes in customer expectations impacted technology investment plans

How have technology priorities shifted based on changes in operational and labor-related issues

How do quick-service and full-service restaurants differ in their technology roadmap?

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