Business Transformation at McDonald's: An Inspired Recipe For Success

Business Transformation at McDonald's: An Inspired Recipe For Success

About this Webinar

When McDonald’s embarked on its most ambitious business transformation in the US, it did what most companies don’t do during major change: it put the emotional journey of its people front and center. With remarkable results.

Research by BCG analyzing over 1,000 companies indicates that most transformations pay little or no attention to people’s change journey and are not implementing transformation initiatives in an employee-centric way. Understanding the human response to change and the emotional journey your people will go through is critical in communicating, engaging and involving your people in the right way.

Join us on April 29th at 4pm GMT/11am ET, where Emily Nichols, Manager of Internal Communications at McDonald’s USA, shares how the Internal Communications team kept its 2,000 franchise owners (who operate over 14,000 U.S. restaurants) engaged and motivated during the most ambitious business transformation in the company’s history.

You will learn how:

  • McDonald’s placed laser-focus on the fact that the transformation would only be successful if the 2,000 franchisees supported it – and that these were real people who would experience an emotional roller-coaster on a steep and rapid change journey
  • The McDonald’s team regularly measured franchisee sentiment during the various stages of the transformation and then used this feedback to inform their communication strategy
  • The use of ‘humanized’ communications that prove business value to senior leadership
  • McDonald’s created content in support of its people-centric approach to business transformation.

Event details

April 29, 2021

11am ET / 4pm BST

60 Minutes


Emily Nichols

Emily Nichols

Manager of Internal Communications

By clicking “Accept all cookies” you agree to the storing of cookies on your device to enhance your browsing experience, analyze site traffic, and serve tailored content and advertisements.

Cookies preferences

When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not usually directly identify you, but it can give you a more personalized web experience. Because we respect your right to privacy, you can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.

Manage consent preferences

Strictly Necessary

Always Active

These cookies are necessary for our website to function. They do not store any personally identifiable information and are usually only set in response to actions made by you, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block these cookies, but some parts of the site will not work.


Functionality cookies are used to remember your preferences. They make the site easier for you to navigate by remembering settings you have applied, detect if you’ve already seen a pop-up or auto-fill forms to make them easier for you to complete.


Targeting cookies are used to deliver ads more relevant to you and your interests. These cookies can also be used to measure ad performance and provide recommendations.