Author: Matthew Miller

Quick Overview

• Craveable Brands investigates AI to enhance customer loyalty and support for franchisees.
• AI agents are capable of resolving customer grievances and assisting franchisees with operational inquiries.
• 95% of AI initiatives fail; Craveable is in search of dependable vendor partners.
• Salesforce tools are utilised to oversee franchisee operations and service integration.
• Data-driven tactics aid franchisees in optimising operations amidst competitive pressures.

AI Improvements in Customer Loyalty and Franchisee Assistance

Craveable Brands, recognised for franchises like Red Rooster and Oporto, is focusing on artificial intelligence (AI) to enhance customer loyalty and operational support for franchisees. Chief Information Officer Simon Revelman recently highlighted the potential of AI at the Agentforce World Tour in Sydney, pointing out its “clear” applications within hospitality environments.

For example, AI agents could quickly handle customer issues, such as providing a voucher for cold fries, thereby boosting customer satisfaction and loyalty. Additionally, franchisees might find AI support useful for operational questions, like grasping labour laws or food safety measures.

Reducing Risks through Established Vendor Collaborations

Despite the optimistic outlook, Revelman stressed the necessity of reducing risks linked to AI implementation. Citing that 95% of AI projects do not succeed, he pointed out the need for trustworthy vendor collaborations. Craveable Brands seeks partners capable of showcasing successful AI deployments, delivering a return on investment (ROI) prior to any financial commitments.

Data-Driven Management of Franchisees

Craveable Brands employs Salesforce’s Experience Cloud and Service Cloud to enhance franchisee management. This integration allows franchisees to access vital business data and efficiently oversee operations. For instance, altering store hours automatically syncs with services like Google and Uber Eats, avoiding customer frustration over outdated information.

Enhancing Franchisee Operations

Data analytics is essential in assisting franchisees. By using Tableau and Google Cloud, Craveable Brands equips business advisors with detailed metrics to pinpoint improvement areas for franchisees. This data-focused strategy is crucial in a competitive quick service restaurant (QSR) market, particularly as consumer visits and expenditures decline.

Conclusion

Craveable Brands is investigating AI to enrich customer interactions and enhance franchisee operations. While AI provides substantial advantages, the company remains cautious about its implementation due to notable project failure rates. By forging alliances with skilled vendors and utilizing data-oriented strategies, Craveable Brands aims to retain its competitive position in the QSR sector.

Q: What AI functionalities is Craveable Brands considering?

A: Craveable Brands is evaluating AI agents for improvements in customer service, such as issuing vouchers, and operational support for franchisees.

Q: How is Craveable Brands mitigating risks associated with AI projects?

A: The firm seeks collaborations with vendors who can demonstrate effective AI applications and ROI before any financial investments.

Q: Which technology does Craveable Brands utilise for managing franchisees?

A: Salesforce’s Experience Cloud and Service Cloud are employed to oversee franchisee operations and integrate with different service platforms.

Q: Why is a data-driven approach crucial for Craveable Brands?

A: Data-driven strategies help franchisees optimise their operations and stay competitive in a challenging market characterised by declining customer visits and heightened competition.

Q: What challenges does Craveable Brands encounter in the QSR sector?

A: The company faces a softer market, with diminished customer spending and intensified competition, particularly from players like McDonald’s and Hungry Jack’s.

Brief Overview

• CIO Julie Bale of EnergyAustralia to retire after almost seven years.
• Eglantine Etiemble, previously CTO at PEXA, named as new CIO.
• Technology is pivotal to the transformation of Australia’s energy landscape.
• Etiemble offers expertise in digital transformation and the integration of AI.
• Bale recognized for her achievements in technology and cyber defense.

Leadership Shift at EnergyAustralia

EnergyAustralia is entering a crucial leadership shift as the long-serving Chief Information Officer (CIO) Julie Bale announces her impending retirement. After nearly seven years of guiding the company’s tech innovations, Bale will be succeeded by Eglantine Etiemble, the prior Chief Technology Officer (CTO) of PEXA.

Departing EnergyAustralia CIO Julie Bale.

Eglantine Etiemble Takes Over

Eglantine Etiemble will assume the role of CIO at EnergyAustralia, bringing extensive expertise from her time at PEXA and DuluxGroup. Enthusiastic about her new position, Etiemble shared her thoughts on LinkedIn, emphasizing the essential role the energy sector plays in Australia and the important part technology will have in its evolution.

Julie Bale’s Impact and Legacy

Throughout her tenure at EnergyAustralia, Julie Bale made remarkable progress in updating the company’s technology infrastructure and fortifying its cyber resilience. Her leadership cultivated a culture of collaboration among technology and business teams, fundamentally altering operational methods. Bale will continue to work with the company until July to facilitate a seamless transition.

The Horizon for EnergyAustralia

Mark Collette, EnergyAustralia’s Managing Director, expressed trust in Etiemble’s capability to guide the company’s technological strategy. He highlighted the significance of technology and data as vital enablers for enhancing customer experiences and aiding the national energy transition. Etiemble’s proficiency in digital transformation, platform upgrades, and AI implementation is anticipated to propel the next stage of development for EnergyAustralia.

Conclusion

EnergyAustralia is poised for a strategic transformation with the retirement of CIO Julie Bale and the elevation of Eglantine Etiemble. As the energy sector experiences a digital transition, Etiemble’s background and vision position her as a significant player in navigating this crucial phase for the company and the industry at large.

Q: Who has been appointed as the new CIO of EnergyAustralia?

A: Eglantine Etiemble, the former CTO of PEXA, has been designated as the new CIO of EnergyAustralia.

Q: What qualifications does Eglantine Etiemble have?

A: Etiemble brings experience in digital transformation, platform upgrades, and AI integration from her previous roles at PEXA and DuluxGroup.

Q: What notable contributions did Julie Bale make during her time?

A: Julie Bale significantly enhanced EnergyAustralia’s technological edge, boosted cyber resilience, and established a collaborative work framework.

Q: Why is technology important for EnergyAustralia’s future?

A: Technology and data are vital for enhancing customer experiences, optimizing energy assets, and supporting the national energy transition.