From Kiosks to AI: What RLC 2025 Means for the Future of Restaurant Tech

The Restaurant Leadership Conference (RLC) 2025 provided a platform for industry leaders to discuss the evolving landscape of the restaurant sector. As the industry faces significant challenges, it also presents opportunities for growth through innovation and strategic investments. Here are our key takeaways from the conference that restaurant leaders should act on now.

Key takeaway #1: Embracing innovation and brand investment

Leading chains are heavily investing in brand identity, new products and operational technologies to drive growth. The conference highlighted Portillo's and Dutch Bros as examples of enhancing customer engagement through digital rewards systems and technological innovations like kiosks and mobile ordering. Portillo's has implemented kiosks to improve the ordering experience, achieving high adoption rates, while Dutch Bros has successfully rolled out mobile ordering, accounting for 10 percent of transactions shortly after launch. These innovations not only streamline operations but also create personalized customer experiences, fostering brand loyalty.

At WWT, we've seen impressive digital transformation results with our clients. One restaurant client has achieved an extraordinary 70 percent digital ordering rate, thanks to its strategic digital investments. We helped another client overhaul its point-of-sale system and implement in-store kiosks with an innovative approach that reimagines staff roles. Rather than reducing labor, the client transformed employees into "digital champions" who support customers using kiosks, provide personalized guidance, promote new offers and efficiently manage digital orders. This approach creates a more seamless, interactive customer experience while maintaining a human touch and staying true to the client's brand heritage.

By strategically leveraging technology, these organizations are improving operational efficiency and fundamentally reshaping how customers interact with their brands.

Key takeaway #2: Leveraging AI for operational efficiency

AI is transforming the restaurant landscape by enhancing operational efficiency and personalized customer experiences. Taco Bell's Byte by Yum! platform was recognized at the conference as an example of integrating various AI applications, ensuring seamless data exchange and operational coherence. This platform development allows for advanced AI functionalities, such as demand forecasting and order accuracy, which are crucial for navigating supply chain threats and optimizing resource allocation. The integration of AI and robotics in operations is expected to continue, driving further innovation and growth in the industry.

We've helped clients transform their operational intelligence through sophisticated business intelligence platforms that leverage multiple data sources and advanced AI capabilities. Our approach focuses on breaking down organizational data silos, creating a unified data foundation that enables more strategic decision-making. For instance, with a quick-service restaurant client, we developed a comprehensive BI platform that integrates sales data, inventory tracking, and customer ordering information from multiple channels — allowing restaurant leadership to gain holistic insights into their operations. Then we incorporated advanced AI techniques to predict business needs and further increase efficiencies.

By consolidating data that was previously fragmented across different systems, we've enabled clients to collect information and derive actionable intelligence that drives operational efficiency. 

Key takeaway #3: Strategic leadership and operational strategies

Effective leadership is crucial for navigating industry complexities. RLC highlighted Kevin Hockman's leadership at Chili's and his focus on basics, menu simplification and service optimization. Under his guidance, Chili's achieved significant sales growth, positioning itself as a leader in the casual dining sector. Hockman's strategic focus on operational excellence and team engagement has not only revitalized Chili's but also set a benchmark for industry standards. This highlights the importance of strong leadership in driving successful product launches and strategic advertising.

Through our work with clients across industries, we understand that breaking down organizational silos and creating strategic alignment is critical for successful transformation. We've worked with restaurant clients to bridge gaps between business, operations and marketing teams so they can move beyond traditional departmental boundaries and align on shared business outcomes. 

For example, we helped one client establish a strategic Project Management Office (PMO) that brought together leadership from different departments to create a unified technology roadmap. This approach ensures that technology investments are not made in isolation but are deeply connected to overall business strategy. By elevating the conversation from tactical implementation to strategic vision, we help clients create more cohesive, forward-thinking approaches to digital transformation that drive meaningful business value.

Key takeaway #4: The future of franchising and collaborative growth

The franchising landscape is evolving with innovative strategies that emphasize collaboration between franchisees and franchisors. Investment in people and technology is essential for improving labor costs and retention. The conference once again highlighted brands like Dutch Bros and how it is expanding rapidly by leveraging experienced operators and maintaining strong cultural alignment. This collaborative approach fosters the testing of new ideas and drives growth, ensuring that franchise operations remain adaptive and resilient in a competitive market.

In one recent client engagement, we established a franchisee advisory group composed of top-performing operators. This group met regularly to review upcoming digital initiatives, provide feedback and help shape the technology strategy. By involving franchisees early and comprehensively, organizations can shift technology adoption from a top-down mandate to a collaborative journey where franchisees become active participants in driving innovation and operational excellence.

How WWT can help 

From strategy to execution, we help restaurant leaders reimagine what's possible. Our expertise in AI and technology integration, combined with the power of our AI Proving Ground and Advanced Technology Center, allows us to help you evaluate, test, deploy and adopt proven, cutting-edge technologies at velocity so you can enhance operational efficiency and customer experience. Together, we can help you evolve your technology strategy and achieve sustained success.