93% of restaurant executives say COVID-19 has had a significant or radical change on their business model.

There is a disruption being served in ways that could not have been anticipated for quick service and fast casual restaurants. In early 2020, brands were forced to look closely at their operating models and current digital experiences and pivot in ways that would allow them to remain open and provide service to customers through delivery, drive through or even curbside pick-up. Adobe and Publicis Sapient surveyed quick-service and fast-casual restaurant leaders for a deeper dive into these changes. The need for agility regarding both technology and people became evidently clear and ROI benefits of making such changes are critical to the bottom line of these businesses.

COVID-19 has been a driving force to shift the thought process of restaurant brands to a digital customer-led journey. It has accelerated what would have been a natural digital progression over time to an immediate call to action. All restaurant brands were preparing for an increase in the need for digital to improve their business processes, but the roadmaps were much further out and lacked a real sense of urgency. The Adobe Digital Economy Index has shown that the digital economy is growing faster than the global economy overall, and this surge in eCommerce has left many restaurant brands unprepared for this level of acceleration pertaining to the customer led journey.

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