2019 Winner Profile

TGI Friday's

Project Description:
The goal was to create true personalization for guests both inside and outside the restaurants, with three key objectives: Increase guest frequency, improve guest satisfaction, and increase the amount of the average guest check. AI tools engage people before they step into a restaurant, greeting guests by name and offering them their favorite drink, and offering ways to engage in real-time feedback about their dining experiences. An AI-powered 'virtual bartender' helps guests discover new drinks on their mobile devices. All three goals have been met: Annual guest frequency is up by 50%; guest satisfaction scores have increased by over 20% in under 12 months; and the average guest check has seen a 10% bump.
Business Goal:
Customer Experience
Sherif Mityas
Ray Blanchette
Dallas, TX
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