Digital Customer Experience at Wawa Inc.
December 20, 2021
Growing family-owned business operating within convenience store, gas station and fast food industries. $11B+ in revenues, 30,000+ employees and 900+ stores.
Digital Platforms
In-store kiosks, online and Wawa App
Problem
600 million+ Wawa customers annually perform over a billion transactions at the kiosks and wait for their orders to be completed rather than ordering ahead online or on the Wawa App and not having to wait. A delay in order completion at the store results in lower customer satisfaction and staffing challenges.
Solution
DCX strategy refinement focusing on ease-of-use, security, personalization and brand identity/purpose on digital platform to improve digital adoption of Wawa App
Wawa has the potential to grow its digital revenues 5x by understanding its customer's DCX journey and focusing on items that improve the Wawa App adoption
Nagesh Ramesh, Ph.D.
Digital Transformation Expert
Privately-owned Indian company with 3,000+ employees and $300M+ revenues providing rideshare, delivery and electric scooter manufacturing