McDonald’s looks at technology to deliver better customer experience in 2021

The company is looking at technology, restaurant reimaging and menu innovation to drive better customer experience and engagement in 2021 and beyond.
  • Nusra Deputy Features Editor
McDonald's

In its 25th year of operation in the country, McDonald's India - North & East, owned and operated by Connaught Plaza Restaurants (CRPL), is setting the stage for strategic business growth under the leadership of its new Developmental Licensee, Sanjeev Agrawal.

 

The company is looking at technology, restaurant reimaging and menu innovation to drive better customer experience and engagement in 2021 and beyond.

 

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“The Indian QSR segment is a very exciting and dynamic space offering huge opportunities for growth. We are very optimistic about 2021, and have aggressive investment plans with exciting projects in the pipeline in the North and East region this year,” said Sanjeev Agrawal, Chairman and Developmental Licensee, Connaught Plaza Restaurants.

McDonald’s has revolutionized the restaurant experience for Indian customers and paved the way for the QSR industry with Global best practices for the last 25 years in the market. The brand opened its first restaurant in Basant Lok, New Delhi in 1996 and has remained committed to delivering great tasting, quality food at a great value to the Indian customers.

Post the COVID-19 induced lockdowns, the company has performed strongly on the back of its convenience channels of McDelivery, Drive-thru and best in class hygiene and safety measures.

 

“Digital technology was already transforming the industry before COVID-19, and now it has turbo-charged the penetration of technology. At a time when customers are cautious about their safety, our focus on providing convenience with technology, best in class safety measures and value-for-money proposition offers an optimistic growth trajectory for the brand in the region”, added Agrawal.

 

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India's QSR segment accounts for about 5% of the overall INR4.23 lakh crore food services business. With plans to accelerate its transformation journey, the brand will continue to infuse more tech-based innovations and its globally successful digital assets in 2021 along with reimaging plans for restaurants to drive growth and deeper customer engagement.

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