© Forrester Research, Inc. All rights reserved. Digital technology allows decision-makers to collect consumer data, but they struggle to make it actionable to further personalization Biggest Challenges With Consumer Personalization Opportunities To Improve Consumer Personalization Ineffective data management prohibits restaurants from creating actionable insights that help promote consumer loyalty and CX. Restaurants see opportunities to strengthen consumer personalization through utilization of digital touchpoints, such as app mobile engagement and engagement at a digital kiosk. 42% 52% Lack of data on customers Too much data on customers to distill and make actionable 70% 78% Engagement at a digital kiosk App mobile engagement Base: 427 global technology, operations, and consumer experience professionals in quick/counter service restaurants Source: A commissioned study conducted by Forrester Consulting on behalf of Mastercard, December 2022
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