The future of foodservice: how is technology transforming the customer experience?
July 18, 2024
Between HR tensions, new customer expectations and pressure on margins, tech is a strategic lever for keeping pace.
The Food Hotel Tech 2025 studysurvey of over 300 restaurateurs in France, confirms what we're seeing in the field: digital uses are becoming widespread, investments are increasing, and innovation is becoming a field issue, not just a watchword.
But this transition does not follow the same rhythm for everyone. Structured groups move fast, with global strategies.
Independents, on the other hand, test, adapt and progress in their own way. What hasn't changed is the playing field: order taking, checkout, customer loyalty, communication, customer relations, environmental impact... Every division is involved.
In this article, we take a look at the practices that are already well established, the innovations to watch out for and the right reflexes to adopt in anticipation of what's to come.
Digitizing the foodservice industry: the state of play in 2025
How are independent restaurants, chains and franchises faring?
The pace of digitalization varies from one type of establishment to another. For 71% of chains, it is considered a strategic issue. For independents, this figure drops to 47%.
The gap is clear: groups have the means, the structure and often the human resources to test, deploy and manage these tools. Freelancers, on the other hand, often take small steps, depending on their budget and knowledge of the subject.
The same is true of priorities: channels are focusing on global tools (CRMdigital marketing, loyalty programs), while independents target more operational solutions (payment solutions, inventory management, Click & Collect).
Technologies already adopted (kiosks, QR codes, click & collect, etc.)
Certain tools have become the norm. 83% of restaurateurs are equipped with a modern POS system. 75 % are already using digital marketing tools.
The QR code is part of the landscape, as are the solutions for Click & Collectwidely adopted since the health crisis.
At the same time, other uses are making rapid progress:
➜ Online reservation management continues its breakthrough : almost 50% of restaurateurs are planning to equip themselves soon.
➜ Inventory management is back on the agenda, a sign of a real need for cost control.
➜ Loyalty becomes a real lever for customer retention : 64% restaurateurs plan to launch a dedicated program.
➜ Tech in the kitchen (connected ovens, tracking tools) remains in the minority, but is on the rise (48% plan to buy in 2025).
Lastly, sustainability-related tools such as anti-waste and energy optimization are still under-exploited, but are attracting increasing interest, with 38 to 39% of investment intentions.
Why integrate digital tools into your restaurant?
Improving the customer experience at every stage
A customer who books easily, waits less, pays quickly and leaves satisfied is the result of a well-thought-out customer experience. And today, this journey is digital.
The most frequently used tools are also those that simplify the customer's life: online booking, QR code to view menu, table-top control system or Click & Collect, fast collection... These uses have become commonplace, and customers expect them.
And the whole experience improves, without necessarily automating everything. Technology doesn't replace reception, but it does support service.
For greater operational efficiency
For restaurateurs, digital is first and foremost a productivity lever. It's the repetitive, time-consuming tasks that disappear first: order taking, checkout, order processing.
It's also a way of unifying channels without complicating service. Whether the order comes from a Self ordering kioskor a QR code, or a solution from Click & DeliveryIt's part of the same flow. And that changes everything, especially when the room is full.
What innovations will shape the foodservice industry in the coming years?
AI and personalized interactions
Artificial intelligence is no longer a niche subject. By 2025, 77% of restaurateurs are already using it, often without actually naming it as such. These are tools that automatically respond to reviews, generate content or help analyze purchasing behavior.
What do the pros expect? This not only saves time (for 72%, this is the main benefit), but also enables us to better understand customer expectations.
Dynamic menus, recommendations based on time of day or weather, targeted campaigns based on habits... we're moving from mass marketing to contextual communication.
And this movement has only just begun.
Mobile ordering and payment
The telephone has become a central point of entry. Whether it's a QR code in the dining room, a Click & Collect order or contactless payment at the table, the smartphone is now an integral part of the customer experience.
This trend is gathering pace for a simple reason: it meets the expectations of customers and teams alike. Less waiting, more autonomy, faster payments, better distribution of flows... and all this without adding to the burden on staff.
And don't forget, it's not just for fast food. Traditional restaurants, food courts, just-in-time plants... there's something for every format. And restaurateurs who have adopted it are not turning back.
Sustainable tech: traceability, waste reduction, eco-design
Alongside the adoption of digital tools, another trend is on the rise: more responsible technology. 48% of restaurateurs have already launched green initiatives, and almost 40% are planning to invest in energy optimization or anti-waste tools.
Product traceability, consumption monitoring, paper reduction Sustainable tech moves forward, often in conjunction with regulatory constraints. But it is also becoming a lever for image, performance and even customer loyalty.
Today, only 30% of restaurateurs use CSR-connected equipment. But the momentum is there, driven as much by the challenges of impact as by the quest for efficiency. Tech won't save the planet on its own, but it's playing its part in moving things in the right direction.
How can we anticipate these transformations?
Can't decide between several innovations?
Not sure where to start?
Worried that the tools are too complex to integrate?
Our experts are there to support every facility with a simple approach: practical solutions that can be integrated into your operations without upsetting your habits.
