News Briefs
- 2/26/2024
SOCi Report: 52% of Marketers Cite Privacy as Top Concern in AI Adoption for Hotels
SOCi Inc., the leading CoMarketing Cloud Platform for multi-location enterprises, today released Part IV of its AI Marketing Transformation Index. The comprehensive report offers insights into the current implementation of Artificial Intelligence (AI) and forecasts its trajectory in the marketing industry.SOCi's commissioned study of more than 300 digital marketers provides further understanding of AI utilization in marketing and future plans for its use. Part IV focuses on whether or not clear guidelines and protocols are in place to effectively and safely steer AI adoption and use.40% of Marketers Say “No Plan” for AI IntegrationWhen asked if their company “has a clear and actionable plan for AI integration into their marketing strategy,” nearly 40 percent (36%) said “no,” with 10% of that group stating "no and we don’t know where to start." Alternatively, 40% said they have “a clear plan and are executing it well,” while one-quarter (22%) admitted they had a plan but “are struggling with the execution.”“Effective AI integration in marketing demands not just technological capability but also strategic clarity,” said Monica Ho, CMO, SOCi. “Our study reveals a gap between awareness and action, underscoring an urgent need for a roadmap to better navigate AI adoption.”Privacy is Top Concern for AI Marketing AdoptionWhen asked about their concerns regarding AI in marketing, “privacy concerns” topped the list at 52%. This was followed by “over-dependence on technology” (46%), “making data ‘AI-ready’” (41%), and “AI potentially replacing my role” (36%). Other concerns included integration with current systems (35%) and ensuring ROI (30%).“Privacy concerns often stem from how companies collect, store, and use consumer data for marketing purposes,” said Ho. “With AI's ability to analyze large datasets, there's an increased risk of sensitive information being mishandled or used in ways that violate consumer privacy. Establishing clear internal guidelines and policies around AI usage in marketing can help ensure ethical practices and compliance with laws.”In terms of established usage and privacy guidelines for AI technology, 39% confirmed having guidelines in place, while 35% are currently in the process of developing these guidelines. However, 22% do not have any usage or privacy guidelines in place.“Establishing comprehensive AI usage and privacy guidelines is paramount for businesses,” said Ho. “It's a crucial step not just for compliance but also for building trust with consumers and ensuring responsible utilization of AI.”Additional findings from the study include:- Integration Challenges - When asked about the challenges faced when integrating AI into marketing strategies and workflows, the top concern was “lack of understanding of AI,” cited by 47%. This was followed by "difficulty in aligning AI with marketing goals" (44%), “inadequate training or education” (43%), and "budget constraints” (36%). Only 1% reported other challenges, while 7% are not integrating AI at all.
- Resource Allocation Needs - Regarding resources needed for better AI integration, the most significant need was for “more time to understand and implement AI,” highlighted by 62%. This was followed by “more trained personnel” (53%), “more budget” (44%), and “clearer strategies from leadership” (32%).
- Personnel Readiness for AI - Concerning dedicated marketing personnel for overseeing AI models, 39% have specialized staff, 21% do not, and 37% are in the process of training or upskilling their staff.
- Confidence in Using AI - When evaluating confidence in leveraging large language models (LLMs) and generative AI to support marketing efforts, three-quarters (75%) are confident, with 26% of that group very confident, and 49% somewhat confident. In contrast, 19% aren't confident, with 14% not very confident, and 5% not confident at all.
- Ease of Use - Regarding the ease of implementing AI, 25% said using AI was difficult (3% “Very difficult,” 22% “Somewhat difficult”), while 40% had an easier experience (27% “Somewhat easy,” 13% “Very easy”). The largest group, 35%, were neutral, indicating that a clear consensus on AI implementation ease is yet to be established.
“Today's findings reveal a big gap in AI adoption for marketing,” added Ho. “While 3-in-4 are confident in using AI, challenges like understanding AI, aligning it with marketing goals, and resource constraints persist. This calls for a strategic focus on education, planning, and resource allocation to maximize AI's potential.”
About the StudyThe AI Marketing Transformation Index includes a sample of 317 digital marketing professionals across consumer companies in the U.S. More than half of the respondents (55%) were decision makers in their roles and job titles surveyed included CMO and VP. - 9/14/2023
Domino's Updates Rewards Program
Domino's Pizza Inc. introduces its new and improved loyalty program.
Domino's Rewards offers loyalty members even more opportunities to earn and redeem points across its corporate and franchise store locations. Domino's enhanced rewards program allows customers to:
- Earn points for less
- Loyalty members will now earn 10 points on every order of $5 or more
- Redeem points for even more menu items – and earn free Domino's after just two orders
- Members can redeem a variety of points for more menu items:
- 20 points: A free dipping cup, a 16-piece order of Parmesan Bread Bites or a 20 oz. drink
- 40 points: An order of Bread Twists or Stuffed Cheesy Bread
- 60 points: A medium, two-topping pizza; pasta; Oven-Baked Sandwich; or a 3-piece order of Chocolate Lava Crunch Cakes
- Members can redeem a variety of points for more menu items:
- Earn more rewards
- Loyalty perks are now even better, as members will have exclusive access to member-only deals, special discounts and opportunities to earn bonus points!
"We are thrilled to give the brand's loyal customers additional ways to earn free Domino's items more often," said Mark Messing, Domino's vice president of digital experience and loyalty. "At a time when most brands are scaling back their loyalty programs and making it more difficult to earn and redeem points, Domino's is doing the opposite. We want to make it easier to reward our customers and give them more options so they can get rewarded faster."
Marketing a LTO
From now until Oct. 22, 2023, rewards members can take advantage of a limited time offer to redeem 20 points for a free order of Domino's new Pepperoni Stuffed Cheesy Bread, which is normally a 40-point redemption, in celebration of the product's recent launch.
- Earn points for less
- 2/27/2024
RoomRaccoon Announces Integration with Energy Management Solution Zennio
RoomRaccoon, the leading hotel management system for independent hotels, today announced its integration with Zennio, a pioneer in control automation solutions. This is the very first Energy Management System integration available to RoomRaccoon users, empowering hoteliers to enhance guest comfort and reduce energy consumption.
Zennio's energy-saving solutions, when combined with RoomRaccoon, optimize room settings based on occupancy. This smart integration boosts energy efficiency and leads to significant cost savings, with rooms automatically switching to energy-saving mode upon guest check-out in RoomRaccoon’s PMS.
"Controlling operating expenses is essential for the success of any hotel property. Given the current market conditions and the constant pressure on the hospitality industry, investing in climate control technology can be a smart move to reduce operational costs. With the addition of Zennio to our marketplace, we are able to offer our hoteliers a comprehensive solution that not only improves guest experiences but also optimizes energy consumption, leading to a significant reduction in operational costs," says Steven Reffin, Head of Partnerships at RoomRaccoon
Other benefits of the integration include:
Personalized Experience: Hoteliers can enhance guest satisfaction by presenting guest details and preferences directly on Zennio's smart control interface, allowing for customized room settings and amenities throughout their stay.
Efficient Check-Ins: RoomRaccoon's property management system seamlessly syncs with Zennio's smart locks, providing guests with a hassle-free check-in experience.
Enhanced Eco-Friendly Reputation: Hotels leveraging this integration can bolster their reputation as eco-conscious establishments, appealing to environmentally-conscious travelers and gaining a competitive edge in the market.
The RoomRaccoon and Zennio integration is available to hoteliers worldwide.
- 2/26/2024
A New Type of Robot- High Tech Helpers Enhancing Hospitality Efficiency With Smart Follow Technology
More than ten years ago the first robots were implemented in hotels. Early robots were expensive and limited to mostly room deliveries or used as hotel marketing tools. The ROI was difficult, the impact on guest experience was questionable, and staff were skeptical that this technology could be used to replace them.
Fast forward to today and a lot of those problems still remain. However, costs have become more manageable and the ROI can be quantified under the right circumstances, but there are still relatively few hotels that have robots in use today. A new wave of robots enhancing the guest and staff experience are changing that.
Co-bots and humans working together
Most of the robots that hotels have implemented are autonomous. They are intended to replace some or all of a task that has been provided by hotel associates like bringing towels to a guest or delivering food. In a business that is based on human connections, robots can be perceived as a hindrance to providing a personal experience or as a rival with employees for their jobs.
But co-bots are changing that perception, Co-bots or collaborative robots, are created with a different purpose in mind. These co-bots are intentionally designed to work with humans with a focus on augmenting staff, not replacing them. Co-bots can perform a variety of repetitive or menial tasks in collaboration with their human counterparts and have been deployed in a number of other more industrial settings. Piaggio Fast Forward is reshaping the way hotels deliver exceptional guest experiences through groundbreaking robotic technology and leading the way with introducing co-bots to the hotel space.
The newest co-bot that Piaggio has developed is called kilo. kilo was formally announced at MODEX in Atlanta in March 2024. With current pilots in progress, the kilo is set for full commercial release later this year and it will change the way that robots are used in the hotel industry and beyond.
PFF kilo and Benefits for Hotels
The kilo platform is flexibly designed to be either a stand-alone solution or to be integrated into existing hotel carts and platforms to move and carry materials throughout the property. Whether it is housekeeping carts, mobile bars, catering trolleys, or luggage carts, all of those platforms can be automated to follow staff and travel independently back to a designated location for storage, re-use, or re-stocking.
A great example of this would be a typical housekeeping cart that follows the housekeeper to the room and can travel back to a stock room to be replenished while the room is being cleaned, making the staff member more efficient and helping them eliminate a non-essential task. It also works to lower the physical wear and tear on the associate, making their job easier, more pleasant, and potentially lowering turnover as well as reducing potential injuries.
Studies show that 30% of workplace claims are related pushing and pulling injuries, so eliminating these tasks don’t just improve the employee environment, it makes it safer and saves the hotel money on both premiums and from associate downtime. It also helps with compliance to OSHA regulations.
Additionally, the kilo robots can actually follow each other. So instead of having to take 3 trips to
banquet storage to set up for an event, or pulling three heavy mobile bars for an outdoor event, they can caravan together being led by a single associate who will not have to push or pull those heavy loads The technology is easy to learn, implement and complement employee jobs. Finally, they provide the associate with new skills that can help to justify the rising hourly costs for many of these roles.
Putting People First while embracing new technology
As we continue to use technology to solve problems in the industry, and enhance customer service we must never lose sight of the fact that our associates and our guests are the reason that we are here. Technology that augments and improves the guest experience as well as the work environment is how our industry can keep our focus on people, while still delivering value for owners. Co-bots have the potential to truly bridge that gap and ensure that both needs are met without compromising our primary mission of delivering hospitality.
- 2/26/2024
Chris Caldwell Named Brinker International's CIO
Chris Caldwell has joined Brinker International as SVP and Chief Information Officer.
Caldwell is a world-class leader with an impressive background across all functions of IT. He spent 27 years leading technology teams at Yum! Brands, most recently serving for a decade in the role of Chief Technology Officer at KFC, where he helped build a leading technology team, robust tech platforms and an amazing culture. As Brinker's CIO, Caldwell will lead the IT team and accelerate its progress against the company's ambitious technology roadmap.
Brinker International Inc. announced other updates to its executive leadership team, including the retirement of Joe Taylor, EVP and Chief Financial Officer, the appointment of Mika Ware as SVP and Chief Financial Officer, effective June 27.
Chief Financial Officer Joe Taylor has informed the Company of his intention to retire at the end of the company's fiscal year in June 2024 after almost 25 years at the company. He will continue to serve the company in a senior advisory role through August 2024.
Current VP of Finance, Investor Relations, and Restaurant Development Mika Ware has been appointed SVP, Chief Financial Officer, and will assume the role upon Taylor's departure at the beginning of fiscal year 2025 on June 27. Ware started her Brinker journey in 1988 as a Chili's host and earned her finance degree while working at Chili's. Over the years, she's held finance and IR roles of increasing responsibility at the Company and is an expert in Brinker's business, brands, and the finance organization.
- 2/26/2024
Wendy's Promotes Matt Spessard to CIO
The Wendy's Company promoted Matt Spessard to Chief Information Officer. He will report to President and Chief Executive Officer Kirk Tanner and serve on the Wendy's Senior Leadership Team. Spessard will succeed Kevin Vasconi who has served as Chief Information Officer since October 2020.
Spessard has served as Senior Vice President, Global Chief Technology Officer for The Wendy's Company since August 2022. In this role, he was accountable for establishing the Wendy's System global technology vision and leading technological innovation and development to drive continued growth, competitive brand advantage and topline revenue for the Company and franchisees. As Chief Information Officer, Spessard will assume responsibility for all aspects of Wendy's global technology efforts, including Restaurant Technology, Data Management and Analytics, Enterprise Technology, Software Architecture and Engineering, and Information Security.
"Driving the growth of the digital business and harnessing technology in restaurants to improve the customer and crew experience are important pieces of our plan to accelerate sales and profitable growth across the global System," said President and CEO Kirk Tanner. "Matt's extensive experience in overseeing global technology initiatives at Wendy's positions him as the ideal leader to build growth on our already successful foundation."
Spessard joined Wendy's in May 2020 as Vice President, Restaurant Technology and assumed the expanded role of Vice President, Digital and Restaurant Technology in September 2020. Prior to that, he spent six years with Inspire Brands. He served in several roles of increasing accountability, including Vice President of Technology at SONIC. He also previously held various operations and technology leadership roles at YUM! Brands, Church's Chicken and Braum's Ice Cream & Dairy Stores.
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