Shake Shack Overhauls Operations With Loyalty Program and AI Tools
Shake Shack is building new technology infrastructure to support growth to 1,500 company-operated locations. The chain launched Project Catalyst this month, a strategy spanning restaurant systems, digital platforms, data architecture, loyalty, and artificial intelligence.
Justin Mennen, Shake Shack's chief information and technology officer, said the company needs stronger foundations before scaling further. "This is about equipping our teams with the tools they need to operate great restaurants," he said in an email.
First Loyalty Program Arrives This Year
Shake Shack is launching its first loyalty program in partnership with PAR Punchh. The program will roll out later in 2026, according to executives who discussed the timeline during February earnings calls.
The loyalty platform will help the chain strengthen guest relationships and deliver personalized experiences, Mennen said. It represents a natural progression as the brand continues expanding.
Point-of-Sale and Kitchen Systems Get Overhaul
Shake Shack is using Qu to modernize its point-of-sale and kitchen display systems. The upgrades will improve coordination between digital and in-store orders, particularly during peak service periods.
"Our POS and kitchen display improvements mean better kitchen operations and more seamless coordination between digital and in-Shack orders, which reduces friction and enables faster, more accurate service," Mennen said. The changes will also reduce the time staff spend managing operational complexity.
AI Layer for Daily Operations
Shake Shack is building proprietary artificial intelligence tools that create an intelligent operating layer for each location. These systems will provide real-time insights, proactive alerts, and recommendations to help teams identify opportunities and make faster decisions.
The goal is to help restaurants operate more efficiently while improving the guest experience, Mennen said. This builds on earlier investments, including the 2022 rollout of in-store kiosks, which has become one of the chain's fastest-growing ordering channels.
For operations professionals looking to understand how AI applies to restaurant and supply chain workflows, AI for Operations covers practical applications in process improvement and workflow optimization. Those managing operations teams may also find value in the AI Learning Path for Operations Managers, which addresses process optimization and operational excellence.
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