The Future of Fast-Casual Restaurants In 2023 and Beyond

From streamlined online ordering platforms to artificial intelligence and personalized loyalty apps, fast casual is on the cutting edge of technology.

By Victoria CampisiStaff Writer

7:07AM • 08/29/23

Fast casual restaurants have revolutionized the way people dine out, offering the convenience of fast food with a heightened experience. And as the ever-evolving restaurant industry continues to innovate, fast casual has been at the forefront.

Here are a few trends leading the way in the future of fast casual restaurants in 2023 and beyond.

The Importance of Digital and Delivery

Technology is increasingly transforming the way customers interact with restaurants. Online ordering and delivery have become essential components of the fast casual experience. In the future, we can expect to see more streamlined and user-friendly online platforms that offer seamless ordering processes.

For example, MOOYAH Burgers, Fries & Shakes*, a 90-plus-unit “better burger” franchise, recently re-tooled their touchpoints (i.e., ordering platform, mobile app, loyalty program) for guests, based on their feedback plus that of franchise owners.

“The mobile ordering platform is the center of our digital rebirth, so we wanted to make sure we got it right,” said Sarah Beddoe, VP of marketing for the brand. “We did a lot of pilot testing and user-experience testing to make sure we had the right build and ensure our guests were really going to enjoy interacting with it. Almost immediately after launch, we were seeing much larger check averages and basket conversions than before.”

Additionally, brands will continue to utilize third-party delivery services, as demand skyrockets. At the end of 2022, DoorDash alone reported having a record breaking 34 million active users.

Implementing AI

This year has been a big year for artificial intelligence (AI), and restaurants are starting to implement it into operations. Brands are using AI to streamline tasks such as generating menu ideas and marketing. At Wingstop, the franchise began testing the waters through an AI voice assistant that can handle phone orders.

“With a goal to digitize every transaction, we just completed an AI-enabled phone order test, converting phone-in orders to digital transactions,” Sherwood told 1851 Franchise earlier this year. “Early results are promising as we see an improvement in the team member experience, order time, guest satisfaction and an increase in ticket size with the ability to capture this guest digitally.”

Meanwhile, taco chain Velvet Taco is experimenting with ChatGPT to create menu items. Culinary director Venecia Willis plugged the restaurant’s core ingredients and basic taco formula into the AI chatbot to create the “Chat GPTaco.” The limited-time-only taco ran on the menu in July at all Velvet Taco locations, except those at food halls and colleges.

"I have a few more ideas on how I would like to use AI in the future, and menu development is definitely part of that," chef Venecia Willis told Restaurant Business.

Enhancing Loyalty Programs and Personalization

To build lasting relationships with customers, fast casual restaurants will leverage loyalty programs that go beyond traditional punch cards. Advanced data analytics will help businesses gain insights into customer behavior, enabling them to tailor rewards and incentives based on individual preferences.

Personalized offers, exclusive promotions, and gamification elements will entice customers to return and foster brand loyalty. Moreover, loyalty programs may integrate seamlessly with online ordering systems, making it even more convenient for customers to earn and redeem rewards.

At MOOYAH, its app now offers a much more personalized loyalty program. This includes a switch from the straightforward banked dollars to discounts system, as well as an accrual structure where guests unlock free menu items in exchange for earned points. Guests also receive offers like free menu items, birthday specials and access to new menu items.