Unlocking Flow - Making KFC a £1Bn Digital Business
Thu, Nov 19
|Zoom virtual meeting
Digital transformation is not about managing delivery better. Join KFC Digital’s Ben Richards and Team Topologies co-author Matthew Skelton to explore how KFC unlocked customer flow, redesigned its operating model, and built a £1Bn digital business.
Time & Location
Nov 19, 2026, 12:00 PM – 1:00 PM
Zoom virtual meeting
About the Event
Digital transformation is often framed as a technology challenge. Organisations invest in platforms, applications, agile delivery methods, and transformation programmes in the hope of accelerating growth and improving customer experience.
Yet technology alone rarely creates business success.
Before COVID, digital was not a major priority for many Quick Service Restaurant businesses. Within a few years, home delivery, mobile ordering, kiosks, and digital customer journeys became critical growth channels across the industry. For KFC, this shift represented both a huge opportunity and a significant challenge.
The opportunity was clear. As home delivery and aggregator platforms grew, KFC needed to maintain a direct relationship with its customers rather than relying on third-party intermediaries. At the same time, its highly configurable menu made digital channels particularly effective at helping customers make choices and increasing basket size. The challenge was that the organisation itself was not structured to support a digital-first business.
The answer…