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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 an aggressive three-year strategic plan. Learn how tracking audience sentiment and formulating content based on the emotional journey can result in positive growth and improved optimism.
Takeaways
Emily Nichols
Manager of Internal Communications
Hotels and retailers constantly seek ways to gain a competitive edge and foster strong and long-lasting customer relationships—so a laser-like focus on the customer experience (CX) can ultimately differentiate the best from the rest.
With a renewed focus on aligning employees to business goals to combat the impact of the “Great Resignation,” the introduction of generative AI tools, the constant need to do more with less, and the increase in change and leadership communications, 2023 held a lot of challenges for IC teams.
Artificial Intelligence (AI) has officially made its debut, sparking inspiration, innovation, and hesitation among internal communicators. While many IC professionals are fearful of the potential consequences of AI, the team at Maximus sees it as an opportunity to push the boundaries of internal comms.
