Wendy’s Co. ’s new chief information officer wants stopgap measures put in place to serve customers during the pandemic, such as curbside pickup, to become permanent features of the fast-food chain, leveraging a stockpile of customer data to personalize services.
“Those are all going to stay around long after Covid goes,” says Kevin Vasconi, who took on the chain’s top enterprise-tech role in October. “A lot of new consumer behavior is going to stick around, too” he said.
Wendy’s saw a 15% increase in app downloads in the U.S. between July and October, though its digital business accounted for just 5.5% of total U.S. third-quarter sales. Still, that was up from 5% in the April-June quarter, and more than double the share for all of 2019, the company says.