Wendy's Bets on AI, Digital Innovation to Build Customer 'Fandom'
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Wendy's is focused on earning customer "fandom" by having authentic conversations and understanding what matters to them, rather than just seeing them as transactional data.
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They build community and connections around entertainment and culture that resonates with target audiences. Examples include collaborations with artists like T-Pain.
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Wendy's is exploring how AI can be used to transform the customer experience, like with their Wendy's FreshAI drive-thru technology to enable faster, more accurate orders.
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They aim to meet digital-first customers where they are with customized offers and digital touchpoints like mobile ordering.
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Initiatives like Wendy's Rewards loyalty program increase engagement and visits from highly-valuable digital customers.