Case Study: McDonald's achieves a customer-first transformation and 10% sentiment lift with Sprinklr

How McDonald’s Used Sprinklr to Transform Its Business

McDonald’s faced a major brand and operational challenge: after 14 consecutive quarters of decline it needed to re-center around the customer while managing a hugely complex global digital ecosystem—120 countries, 36,000 locations, 28,000 social accounts and roughly 60 mentions a minute—and overcome perceptions by increasing transparency and responsiveness.

The company built global digital brand hubs and centralized on Sprinklr to unify people, process and technology, using listening and Visual Insights to surface customer conversation and photo mentions. Campaigns like Our Food, Your Questions and a personalized, data-driven launch of All Day Breakfast drove engagement and an organic global trend, helping reverse the decline, deliver a 10% year-over-year improvement in sentiment and spark renewed growth.

McDonald's

Matthew Tennant

Global Director of Social Media