Cross-Functional MarTech Strategy Is Powering Loyalty and Guest Experience

As restaurant brands grow, there is an increasing realization that loyalty and guest experience cannot live in isolated departments anymore. Today’s guests do not separate marketing from technology, or digital from in-person. They expect one seamless brand interaction, regardless of how, where or when they engage.

That is why breaking down silos between marketing and information technology (IT) has become more than a smart operational move, but a competitive imperative.

After nearly two decades in marketing and technology leadership across hospitality brands, I have seen how aligning these functions can drive measurable results. From loyalty retention to order accuracy to app reviews, cross-functional collaboration is what transforms guest expectations into business outcomes.

If you are trying to elevate your guest experience or build a loyalty program that actually performs, here is what I have learned that can help.

Why Marketing and IT Is a Growth Engine NowIt used to be that…