Customer Experience (CX) Marketing
With technology moving faster than ever and customers expecting more than ever, we set out on a journey to exceed expectations and make the KFC experience easier than ever.

Developed as part of an Innovation Sprint to solve key customer pain points around queueing, comprehension and order confirmation, ‘Call the Colonel’ is an idea for a new Voice AI ordering service designed as an alternative to the conventional Drive Thru experience.

Users are able to simply call a phone number to initiate the ordering process. We also coded an SMS confirmation into the experience and developed ‘Park2Collect’ with designated parking bays to bypass the conventional Drive Thru channel and the related pain points.

Brand Loyalty Marketing
Following two rounds of rigorous testing with both regular and new customers, we were able to confirm that ‘Call the Colonel’ overwhelmingly succeeded in its objective of making the KFC experience easier than ever.

And so, with proof of concept under our belt, we’ve now received the go-ahead to roll out the initiative in restaurants nationwide.