Can you tell us about McDonald’s vision to reimagine the restaurant experience?
J.S. › The success of McDonald’s has always been founded on providing the best customer experience possible. Ever since the 1960s, decades before it became a global mantra, our founder Ray Kroc encouraged employees to “put the customer first.” Today, thanks to the power of digital, we can offer our customers even greater convenience and personalization.
How did these new plans come about?
J.S. › It all started as we were looking at what we call our “Velocity Growth Plan” for McDonald’s. We knew that we were going to accelerate several key areas – digital, delivery, the experience of the future – and wondered what it would take to bring that to life at McDonald’s. Part of that answer was found in the wonderful talent that we had within, as well as our restaurant technology, but we also identified the need to look externally to truly maximize the impact of our digital initiative.
Why did you decide to engage Capgemini?
J.S. › We selected Capgemini for a couple of key reasons. To begin with, we were impressed with their intimate understanding of not only McDonald’s business environment but also the broader restaurant and hospitality industry. Second, we looked at talent – a key aspect of our selection process – both from a leadership as well as a technological standpoint. Finally, scalability and a large global footprint were extremely important. With locations in over 100 countries, McDonald’s needs to be able to effectively scale its digital solutions and Capgemini has proven its ability to do just that.
How will this new arrangement transform McDonald’s customer experience?
J.S. › The strategic agreement with Capgemini will allow us to further transform the customer experience at McDonald’s with much greater speed, scalability, and disruptive innovation. Capgemini will develop, deploy, and maintain digital, e-commerce, and restaurant technology solutions that help keep the customer at the center of our business, including things such as kiosk ordering, mobile ordering and payment, and home delivery.
So, how’s it going so far?
J.S. › Very excited about what I’m seeing from Capgemini so far. I’m impressed by the talent that they’re bringing to bear, the focus to make this transition so quickly, and certainly the ability to develop and scale the digital technology that’s so critical for our growth moving forward.
Interview conducted in September, 2017
“The strategic agreement with Capgemini will allow us to further transform the customer experience at McDonald’s with much greater speed, scalability, and disruptive innovation.”
Executive Vice President of Operations, Digital & Technology at McDonald’s Corporation