2024 in Review: Big Trends, Key Insights, and Client Stories

As 2024 comes to a close, it’s clear that this year brought significant changes to the restaurant and convenience store industries. From innovative technology to strategic shifts, brands have been redefining how they connect with their customers. Whether it was fast-food chains reinventing the drive-thru experience or convenience stores evolving to compete with restaurants, one thing stood out: a relentless focus on meeting customers where they are—and where they’re headed.

Here’s a look back at the year’s biggest stories, anchored by the insights we uncovered in four key studies.

1. Emerging Experiences: Experimentation and Evolution

Innovation was the theme of 2024, with QSRs doubling down on technology and rethinking customer engagement. Brands like Wendy’s and Taco Bell leaned into AI-powered solutions, from chatbots in drive-thrus to personalized menu suggestions. At the same time, experiments like McDonald’s AI voice assistants reminded us that not every tech solution is an immediate success.

Our Emerging Experiences Report delved into these trends, exploring how restaurants are embracing bold new strategies to improve convenience and personalization. Curious about how these experiments are shaping customer expectations? Dive into the full report below.

2. Convenience Stores: More Than Just a Pit Stop

Convenience stores stepped into the spotlight this year with transformative changes. Wawa, Inc.’s expansion plans and the ongoing 7-Eleven/Couche-Tard acquisition drama dominated headlines. These moves highlight a shift: convenience stores are no longer just about quick snacks and fuel. With better food options, cleaner spaces, and EV charging stations, they’re becoming true destinations for busy consumers.

Our Convenience Store Report examined these trends in detail, offering a fresh perspective on how these spaces are evolving to compete with both restaurants and retail. Want to learn more? Check out the full report below.

3. Third-Party Delivery: Speed, Accuracy, and Loyalty

The delivery space saw huge shifts in 2024. Wonder’s acquisition of Grubhub made waves, while DoorDash expanded aggressively into grocery and convenience delivery. At the same time, Uber Eats experimented with autonomous robots, pushing the boundaries of what’s possible in this growing market.

Our Third-Party Delivery Study evaluated key players like Uber Eats, DoorDash, and Grubhub on metrics such as speed, accuracy, and fees. With consumer demand for convenience only increasing, the brands that strike the right balance will remain ahead. Read the full report below.

4. Drive-Thru Reinvention: Smarter, Faster, Better

The drive-thru remained a critical battleground for customer experience in 2024. Innovations like Chick-fil-A’s multi-lane, drive-thru-only locations and Taco Bell’s AI-enhanced ordering highlighted the push for speed, accuracy, and personalization.

Our 24th Annual Drive-Thru Study revealed how top brands are leveraging these changes to improve customer satisfaction and loyalty. Curious about the top performers? Dive into the full study below.

5. Celebrating Client Success: Testimonials That Inspire

This year, we had the privilege of spotlighting five client success stories that showcased the impact of our solutions across various industries. These testimonials highlighted the innovative ways our clients are enhancing customer experiences and achieving measurable results.

To celebrate these successes, we’ve compiled a video featuring the best moments from our 2024 client testimonials. Watch the video below and explore the full case studies to see how industry leaders are driving change:

For the full stories, check out our case studies here.

Looking Ahead to 2025

This year proved that the restaurant and convenience store industries are anything but stagnant. From tech experiments that wowed us, to major acquisitions reshaping the landscape, the theme was clear: evolve or be left behind.

As we move into 2025, the possibilities feel endless. With new technologies, changing consumer expectations, and bold moves from industry leaders, the future is bright—and we’re excited to keep bringing you the insights that matter most.

Thank you for being part of this journey. Here’s to another year of innovation, adaptation, and success!