Enhancing Customer Experiences With Tech

YUM CHINA IS using its industry leading digital capabilities to enhance customer experience, drive growth and optimize operational efficiency across its restaurant brands. In 2020, Yum China was among the first to pilot self-driving cars and smart meal lockers to deliver restaurant-quality packaged-food experiences.

“Against the unprecedented backdrop of COVID-19, the need for rapid innovation in our industry has never been greater,” says Joey Wat, CEO of Yum China. “New technologies are transforming the way we interact with our stakeholders. We will continue to explore and roll out new and exciting innovations to better serve our customers and communities and drive sustainable growth.”

Pizza Hut and KFC Self-Driving Cars

In November 2020, Pizza Hut and KFC piloted a fleet of self-driving cars on the streets of Shanghai. Consumers were able to view breakfast options via a transparent display window and order through their mobile phones by scanning a QR code.

After payment, the door of the car will automatically open and the order can be taken away by the customer.

The car uses smart merchandising technology by intelligently selecting its location based on data such as crowd density and customer order patterns. For example, during breakfast hours the car may locate itself near a subway station to capture commuter traffic, before moving to an office park during lunch. The mix of products available is also adjusted according to the time of day.

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Smart Lockers Bolster Contactless Options

Early in 2020, KFC piloted smart lockers at select restaurants in Shanghai and Hangzhou, allowing customers to quickly collect their takeaway orders using their mobile phones. The smart lockers reduce the need for human contact and waiting lines, strengthening social distancing during the on-going COVID-19 pandemic. Outside its restaurants, KFC has set up smart lockers at busy locations such as office buildings to deliver hot packaged meals.

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