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News Briefs

  • 1/31/2025

    iSeatz Report: 62% of Consumers Say Travel Loyalty Programs' User Experience Makes Booking Travel 'Unnecessarily Difficult'

    iseatz

    iSeatz, a technology company powering travel experiences that inspire loyalty, released the third edition of its annual series exploring the dynamics of the U.S. travel loyalty marketplace: The Tipping Point: How U.S. Travel Loyalty is Evolving—A Three-Year Perspective.

    This year's report analyzes year-on-year changes in consumer behavior, program design, and technology adoption, offering insights into the priorities reshaping loyalty programs. Drawing on surveys of 256 loyalty program decision-makers and 4,341 U.S. consumers, it examines the evolving relationship between brands and their members, highlighting opportunities in reward diversification and user experience, among other areas.

    Key findings reveal the growing role of AI and personalization in engaging important consumer segments and notable changes in how brands evaluate the performance of their travel rewards programs. This year, iSeatz has also introduced a companion report exploring the Canadian loyalty market: The Tipping Point: Inside Canada's Changing Loyalty Landscape. 

    "This year's findings and the broader trends we have observed over three years reinforce the central role that travel rewards play in driving loyalty program performance," Larry Wine, President of iSeatz. "Our survey data makes a compelling case for investing in adaptable, innovative travel technology that meets the expectations of American consumers and enhances the value of brands' loyalty programs."

    Growth Continues in the U.S. Travel Rewards Ecosystem

    The availability of travel rewards in the U.S. continues to surge as consumer demand for travel remains strong and more brands incorporate travel rewards into their loyalty offerings. For the first time, a majority of American consumers (55%) report belonging to a loyalty program that allows them to earn or redeem points for travel. Additionally, 22% of consumers now say that three to five of their loyalty programs include travel booking capabilities—an 8-point increase compared to 2023.

    Brands Revise Their Performance Metrics

    Brands are prioritizing metrics that emphasize the long-term impact and profitability of their travel loyalty programs, focusing on key performance indicators that directly link customer satisfaction to sustained growth. This year, 47% of brands, including 79% of North American programs with over 50 million members, say they measure program success through customer lifetime value (CLV), and 43% rely on net promoter score (NPS),, highlighting a shift toward profitability-focused strategies.

    Americans Prioritize Value, Find UX Frustrating

    For the third consecutive year, consumers have ranked savings on travel as the most valuable benefit of their loyalty programs, with 44% placing it at the top of their priorities. At the same time, 62% report that user experience issues make booking travel through their programs unnecessarily difficult. Despite these frustrations, only 6% of brands view user experience as a challenge, and just 29% are actively addressing the issue or prioritizing platform improvements, showing a glaring disconnect between consumer needs and brand priorities.

    Opportunities for Differentiation: AI and Personalization

    Incorporating AI tools and presenting more personalized offers may help brands engage critical segments of their customer bases. Nearly half of consumers (47%) say they have used AI to plan travel within their loyalty programs, while 45% of brands say "finding optimal ways to integrate AI into their loyalty strategy" is a top challenge. Personalization carries particular weight among high-value groups: 84% of luxury program members value tailored offers, while 76% of households with children prefer personalized options, compared to 54% without children.

    "Survey data shows that brands must focus on resolving long-standing user experience issues, expand their reward offerings, and adopt better travel technology to meet their members' needs," ,adds Wine. "Regardless of sector, loyalty programs that address these areas will be far better positioned to drive stronger engagement and sustained growth, and importantly, differentiate their proposition."

    The 2025 U.S. Tipping Point report can be downloaded here; a companion report examining the Canadian loyalty market is also available: The Tipping Point: Inside Canada's Changing Loyalty Landscape.

  • 1/21/2025

    Wonder Franchises Buys Pizza Factory

    acquistion merger man hands holding blocks

    Tucker’s Farm Corp. has acquired Pizza Factory Inc., a restaurant franchisor. The acquisition was completed via the Farm’s franchisor platform Wonder Franchises. Founded in 1979 by Danny Wheeler and Ron Willey, Pizza Factory has approximately $94 million in system sales across 84 franchisees and 110 restaurants. Since 2012, the business has been led by owner and CEO, Mary Jane Riva, who will stay on as CEO moving forward.

    In 2023, Tucker’s Farm launched Wonder, a franchise-focused holding vehicle, with $30 million of committed, long-term equity capital. Wonder is dedicated to partnering with and acquiring emerging to mid-size brands with the goal of long-term growth. Wonder’s priority is to be a great partner to sellers and a responsible steward for world-class brands and related assets.

    “We’re extremely excited to be acquiring Pizza Factory and to be partnering with MJ to take Pizza Factory to the next level. We love the longevity and stability of the system, the passion that MJ and her team have for their franchisees, and the community-focused culture of the brand. We feel fortunate to be partnering with someone with as much character and knowledge as MJ and believe there’s a great fit both culturally and in terms of our respective skillsets. We’re excited to have the deal closed so we can now focus on driving value for our franchisees,” said Adam Lewin, a partner on the private equity team at Tucker’s Farm and CEO of Wonder Franchises.

    This is the third franchise transaction for Tucker’s Farm in recent months, after portfolio company VIO Med Spa, the nation’s med spa franchisor, was successfully sold to Freeman Spogli in September 2024, and Wonder acquired The Decor Group, the leading holiday decorating franchisor with 245 franchised territories and $75 million in system sales, in November 2024.

    Riva received HT's Top Women in Restaurant Technology - Lifetime Achievement Award in 2024.  

    “I’ve been part of this system for more than 30 years and this company means the world to me. I chose Wonder because I really felt they were the partner that could help improve and grow the system but would do so in a way that took good care of the brand and the franchisees. The Wonder team is smart, young, and energetic – all things that I love – but the thing that really stood out compared to other groups was the way they asked so many questions. They didn’t come in with a ‘we know best’ mindset, they truly wanted to learn about Pizza Factory, understand what’s gotten us this far, and build on what we’re doing. The better I’ve gotten to know their team, the more confident I am that Wonder is the right partner and that the next chapter for Pizza Factory will be a great one.” 

    A community staple in 100-plus communities, Pizza Factory has stayed true to its roots with hardworking operators, family-friendly dining and high-quality products, offering fresh, hand-tossed pizza, pasta, wings, sandwiches, salads, beer, wine and more. With multiple restaurant designs, an Express model, and robust off-premise dining options including delivery and mobile ordering through a custom app, Pizza Factory is built to excel in the restaurant industry moving forward.

  • 1/31/2025

    Shake Shack Promotes Steph So to Chief Growth Officer

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    Shake Shack announced the appointment of Steph So as Chief Growth Officer and Luke DeRouen as Chief Communications Officer, strengthening its leadership team as the company embarks on its next phase of growth. Both will report into Rob Lynch, CEO of Shake Shack, and their roles mark new additions to the Company’s leadership structure. Shake Shack’s Chief Marketing Officer, Jay Livingston, will move into a special projects role before leaving the organization at the end of March to pursue new opportunities.

    Steph So, formerly Senior Vice President of Digital Experience at Shake Shack, has been promoted to Chief Growth Officer, where she will lead the Company’s digital marketing and experience, promotional strategy, consumer analytics, and culinary innovation. Since joining Shake Shack in 2019, Steph has played a pivotal role in driving digital growth, enhancing the Shack App and website, and launching impactful co-marketing campaigns with delivery partners. Her previous experience includes serving as Chief Marketing Officer at Extend Fertility and Cover FX, as well as leadership roles at Ralph Lauren, Shopbop, and The Estée Lauder Companies, where she specialized in brand building across fashion, beauty, and e-commerce.

    Luke DeRouen has been named Chief Communications Officer and will oversee all brand strategy, national and regional marketing, and corporate and external communications for Shake Shack. With nearly 20 years of experience in marketing and communications, Luke most recently served as Executive Vice President at Zeno Group and was previously Chief Marketing Officer at Walk-On’s Sports Bistreaux. He has also held leadership positions at Inspire Brands, specializing in brand experience and activation, partnerships, field marketing and communications at Buffalo Wild Wings and Arby’s.

    “Shake Shack is at a pivotal moment of growth and evolution, and we’re thrilled to welcome both Steph and Luke to our leadership team,” said Rob Lynch, CEO at Shake Shack. “Their expertise and passion for brand-building will be instrumental in shaping our future, deepening our guest connections, and expanding Shake Shack’s footprint while staying true to our roots of exceptional quality and hospitality.

    “I’d also like to thank Jay Livingston for his leadership and contributions in growing the Shake Shack brand over the past six years,” added Lynch. “He’s built an incredible team across a broad range of functions that drive our business.”

    In addition, Nancy Combs has been appointed Senior Vice President of Culinary and Calendar Innovation, reporting into Steph So. She brings a wealth of experience from her tenure at Papa John’s and Inspire Brands, where she played a significant role in menu innovation, digital strategy and brand growth. At Shake Shack, Nancy will be responsible for driving the Company’s evolving menu strategy and culinary innovation in support of its growth and strategic priorities.

  • 1/30/2025

    ReInvestWealth Partners with Hostaway to Bring AI-Powered Bookkeeping Automation to Property Managers

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    ReInvestWealth, an AI-powered accounting software, has partnered with Hostaway, a property management platform for short-term rentals, to bring seamless bookkeeping automation to property managers. This collaboration eliminates time-consuming manual data entry, ensuring financial accuracy while saving property managers over four hours per month on bookkeeping tasks.

    The demand for AI-driven automation is rapidly growing, with 70% of U.S. businesses and 54% of Canadian businesses already leveraging AI in their operations. As the short-term rental industry embraces digital transformation, this partnership sets a new benchmark for efficiency and accuracy in financial management.

    Both ReInvestWealth and Hostaway share a commitment to innovation and were incubated at the prestigious DMZ, a globally recognized accelerator for high-growth tech startups. Their aligned vision makes this partnership a natural fit, delivering cutting-edge automation to property managers across North America.

    ReInvestWealth’s AI-powered bookkeeping integration is now available to Hostaway users across the U.S. and Canada.

  • 1/28/2025

    AiDEN Automotive Teams Up with Mavi to Make In-Car Ordering a Reality

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    AiDEN Automotive, a leader in privacy-first connected vehicle technology,  announces an exciting partnership with Mavi, the creators of the innovative Mavi OnMyWay Commerce platform. This collaboration will bring Mavi’s full-featured food and beverage shopping platform to a wide range of vehicles, enabling drivers and passengers to enjoy top-tier eCommerce experiences while on the go.

    The automotive e-commerce market is experiencing significant growth, with projections indicating an increase from $100.14 billion in 2024 to $343.13 billion by 2032, at a compound annual growth rate (CAGR) of 16.6% during the forecast period, according to Fortune Business Insights.  This surge underscores the expanding role of digital commerce within the automotive sector.
     

    On the Go Convenience

    Mavi OnMyWay Commerce is designed to redefine convenience for travelers, empowering them to shop for food, beverages, and other essentials seamlessly from their vehicle's interface. By integrating AiDEN’s advanced connected car technology, Mavi can now scale its platform quickly and efficiently across diverse automotive ecosystems, ensuring a smooth and reliable experience for consumers.

    Mavi was a finalist in Restaurant Technology Network's Start-Up Alley at MURTEC in 2024 and 2023.  

    “We’re thrilled to partner with AiDEN to expand the reach of Mavi OnMyWay Commerce,” said Cynthia Hollen, CEO, Mavi.io.  Hollen was one of HT's Top Women in Restaurant Technology - Rising Star Award in 2023. “With AiDEN’s cutting-edge connected car solutions, we can bring our robust eCommerce platform to a broader audience, making in-car shopping more intuitive, efficient, and enjoyable than ever.”

    The partnership leverages AiDEN’s expertise in vehicle connectivity and data integration, ensuring that Mavi’s OnMyWay Commerce platform operates seamlessly across a variety of vehicle brands and models. Together, the companies are poised to transform the connected car landscape, combining Mavi’s eCommerce expertise with AiDEN’s technology to deliver best-in-class shopping experiences to drivers and passengers worldwide.

    “Integrating eCommerce into the connected car experience is the next frontier, and our partnership with Mavi marks a significant step in that direction,” said Niclas Gyllenram, CEO and Co-founder of AiDEN Automotive. “By uniting AiDEN’s advanced vehicle technology with Mavi’s leading commerce solutions, we’re setting a new standard for convenience and innovation in the automotive industry.”

    The collaboration reflects both companies’ commitment to pushing the boundaries of what connected vehicles can offer. With the integration of Mavi OnMyWay Commerce, the future of in-car shopping promises to be faster, smarter, and more connected than ever before.

    For more information about the partnership and its impact on connected vehicle commerce, visit aiden.ai or mavi.io.

  • 1/29/2025

    PAR Technology Launches PAR OPS for Smarter Restaurant Operations

    PAR logo teaser

    With the launch of PAR OPS, PAR Technology Corp. connects the proven back-office capabilities of PAR Data Central  and Delaget’s advanced analytics and loss prevention expertise. Designed for multi-unit operators, franchisees and enterprise brands, PAR OPS equips operators with a solution to streamline operations, cut costs and recover margins lost to delivery channels.

    Trusted by over 38,000 locations and 200+ brands, PAR OPS stands for more than just operations:

    • Optimizing [O]perations: Turn operational data into actionable insights with predictive analytics, real-time alerts, and expert support, reducing manual effort and improving decision-making.
    • Driving [P]rofitability: Control key costs – including food, labor, and third-party delivery, while uncovering new opportunities to safeguard and optimize margins.
    • Delivering [S]olutions: Select from our powerful suite of modules including Food & Inventory Management, Labor Management & Scheduling, Enterprise Reporting & Analytics, and Loss Detection & Recovery.

    “The restaurant industry doesn’t stand still, and neither should the tools operators rely on,” said Savneet Singh, CEO of PAR. “We didn’t just want to create another tool; we wanted to deliver a solution that simplifies complexity and gives operators the confidence to focus on what truly matters—serving their guests. While the industry has invested heavily in the front of house, we’re doubling down on the back of house so that as the consumer journey continues to transform, the restaurant can change just as dynamically.”

    Redefining the Future of Restaurant Operations

    Building on the strong foundation of PAR Data Central and enhanced by the industry-leading analytics expertise of Delaget, PAR OPS has expanded offerings to tackle the most pressing industry challenges. These new features, coming in 2025, will empower operators with:

    • Delivery Data Insights: Track delivery data, automatically mitigate losses, and analyze third-party delivery performance with enhanced tools to facilitate loss prevention and operational transparency.
    • AI-Driven Forecasting and Chatbot Support: Use AI to predict sales, optimize labor, and get real-time support with an AI-powered chatbot for daily challenges.
    • Enhanced Reporting for Franchisees: Access customizable reports with multi-location insights, loss prevention tools, and actionable recommendations.
    • Multi-Language Functionality and Support: Enable seamless collaboration across teams with support for multiple languages.

    “Every restaurant operator knows that margins are tight, and delivery often makes them even tighter,” said Jason Tober, General Manager of PAR OPS. “With PAR OPS, we’re equipping franchisees and operators with the tools to dive deeper into their data, identify where margins are slipping, and take actionable steps to recover them. By integrating delivery data alongside food and labor costs, operators can make smarter, data-driven decisions to not only stay competitive but drive profitability.”

    For all long-time PAR Data Central and Delaget customers, as well as newcomers to the PAR family, the transition to PAR OPS is seamless. With uninterrupted service, expert guidance, and dedicated support, operators can adopt the solution confidently and efficiently.

    PAR OPS reflects PAR’s commitment to delivering purpose-built solutions that evolve with the restaurant industry’s changing needs. By simplifying operations, it empowers operators to achieve consistency, efficiency, and stronger results —allowing them to streamline their efforts and maximize their potential.

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