404. How Taco Bell uses digital innovation to highlight human connection
Retail Gets Real · with Dane Mathews · February 3, 2026 · 27 min
Summary
Taco Bell's Global Chief Digital and Technology Officer, Dane Mathews, discusses how the brand uses digital innovation to enhance human connection and customer loyalty. The episode explores Taco Bell's approach to integrating AI, scaling meaningful customer experiences, and managing risk at the forefront of retail technology. It highlights how balancing human interaction with digital advancements can drive brand affinity and redefine modern retail.
Key takeaways
Taco Bell intentionally leverages digital tools and AI to amplify human connection, rather than replace it, in order to deepen customer relationships.
The brand focuses on transforming customer loyalty into meaningful interactions through strategic digital initiatives.
Taco Bell views volatility in the retail sector as a significant opportunity for innovation and reinvention, encouraging a proactive approach to market changes.
Leadership prioritizes fostering connection, curiosity, and momentum to navigate technological advancements and maintain brand relevance.
When adopting new technologies like AI, closely analyze their impact on customer mindset and expectations to ensure they enhance, not detract from, the overall experience.
Known for its bold brand, devoted fans and culture of innovation, Taco Bell continues to push the boundaries of what modern retail can be, blending human connection with digital transformation to create memorable experiences for both consumers and team members. Dane Mathews, global chief digital and technology officer at Taco Bell joins guest host David French of NRF for this wide-ranging conversation on innovation, leadership, and the evolving role of technology in retail, recorded live at NRF 2026: Retail’s Big Show in New York City.(00:00:00) From fandom to digital transformation(00:05:05) Turning loyalty into human connection(00:08:57) When AI changes the customer mindset(00:10:39) Scaling meaningful moments in 2026(00:13:55) Managing risk at the edge of innovation(00:16:53) Rethinking the human and technology equation(00:20:04) Leading with connection, curiosity and momentum(00:22:47) Why volatility is retail’s greatest opportunityThe National Retail Federation is the world’s largest retail trade association.Every day, we passionately stand up for the people, policies and ideas that help retail succeed.Resources:• Become an NRF member and join the world’s largest retail trade association• Learn about our retail education platform, NRF Foundation, at nrffoundation.org• Learn about retail advocacy at nrf.com/advocacy• Find more episodes at retailgetsreal.comRelated:• <a href="https://nrf.com/podcast/inside-starbucks-commitment-to-thriving-communities" rel=
What does this episode say about retail & omnichannel?
Taco Bell intentionally leverages digital tools and AI to amplify human connection, rather than replace it, in order to deepen customer relationships.
What does this episode say about brand & content?
The brand focuses on transforming customer loyalty into meaningful interactions through strategic digital initiatives.
What does this episode say about ai & automation?
Taco Bell views volatility in the retail sector as a significant opportunity for innovation and reinvention, encouraging a proactive approach to market changes.
What does this episode say about founder & leadership?
Leadership prioritizes fostering connection, curiosity, and momentum to navigate technological advancements and maintain brand relevance.
What does this episode say about retail & omnichannel?
When adopting new technologies like AI, closely analyze their impact on customer mindset and expectations to ensure they enhance, not detract from, the overall experience.
