Executive Interview with Johann van der Westhuizen – uKnomi Co-founder and CEO

There’s a “need for speed” in the Quick Serve Restaurant (QSR) business. But customers want more than just speed. They are looking for food and drink delivered quickly, accurately and with convenience. It’s a high frequency business staffed by a resource pool plagued by high turnover.

The most complex aspect of operations is the drive thru. The purchase experience can be a source of frustration for customers as noise, language and technology combine to present a host of roadblocks to high customer satisfaction.

uKnomi is a fascinating company that blends AI/ML and IoT solutions to address these challenges. uKnomi equips brands to recognize each customer, identify loyal patrons, connect with personal interactions, and engage with “marketing-in-the-moment” relevant rewards.

In this interview, we talk with Johann van der Westhuizen Co-founder and CEO about the dynamics of the QSR business, how uKnomi, works and what the future of customer engagement is in the QSR sector.

This interview is part of the CMO Council / Wise Marketer interview series. The Chief Marketing Officer (CMO) Council, established in 2001, is a peer-powered network of more than 16,000 chief marketing executives in 10,000 companies across 120 countries. Membership requires demonstration of marketing expertise, a proven history of accomplishment, and leadership in marketing innovation and digital transformation.

Time Stamps for the Time Starved

01:23 – Getting to Know uKnomi

04:28 – Challenges in the QSR Sector

06:54 – Solving the Mystery of Customer Anonymity

09:05 – Adding Efficiency to the Drive-Thru

12:29 – Customers are Loyal to Experiences

14:55 – Mobile Apps and the Drive-Thru

17:58 – The Customer Journey in the Drive-Thru

20:21 – The Role of Data Privacy

21:16 – The Future of Customer Engagement in QSR