--- title: "Consumer Experience News, Views, and Reviews: December 2023" url: https://burnaze.com/article/ce728bae-cdef-4c49-9990-4447cdd522c7 source: "Franchising.com" original_url: https://www.franchising.com/articles/consumer_experience_news_views_and_reviews_december_2023.html author: "Eddy Goldberg" category: "Franchise Industry" industry: "Franchise Industry" published: 2023-12-18T08:00:00.000Z modified: 2026-10-31T20:04:53.487Z image: https://imgs.franchising.com/art/articles/8196_plate.jpg --- # Consumer Experience News, Views, and Reviews: December 2023 **TL;DR:** The Franchise Consumer Experience Report highlighted various news items and trends from 2023, including Wendy's testing its drive-thru AI chatbot and Anthony's Coal Fired Pizza & Wings replacing its automated phone system with real humans. Franchising.com is produced by Franchise Update Media, which has audience intelligence and market-driven data on the franchise landscape. *By Eddy Goldberg, originally published in Franchising.com on 2023-12-18. [Read the original](https://www.franchising.com/articles/consumer_experience_news_views_and_reviews_december_2023.html).* ## Story Welcome to the year-end edition of FCXR, the Franchise Consumer Experience Report! If you have news items, trends, reports, or studies you think will be useful to franchise consumer marketers looking to navigate 2024, please forward them our way! And now, the news… NY Restaurant Tells 1-Star Reviewers: “We Do Not Want To Deal With Customers Like You!” Anthony’s Coal Fired Pizza & Wings Replaces Automated Phone System with Real Humans Wendy’s Is Giving Franchisees the Option To Test Its Drive-Thru AI Chatbot The Secret Behind AI Drive-Thrus? Humans Doing the Work! Here’s What You Missed If You’ve Been Only Paying Attention to Generative AI in 2023 Attention Metrics: The Next Frontier of Digital Ad Measurement or Red Herring? 3 Key Trends To Inform Your 2024 Marketing Plan Advertising Is Dead. Long Live Advertising. - Get Started in Franchising - Franchise Rankings & Awards - Franchise Sales & Development - Featured Franchise Stories Franchising.com is produced by Franchise Update Media. Franchise Update Media has its finger on the pulse of franchising with unrivalled audience intelligence and market driven data. No media company understands the franchise landscape deeper than Franchise Update Media. 1201 New York Avenue NW, Suite 300A Washington, DC 20005 PH. (408) 402-5681 - Franchisee Financing & Lending - Site Selection & Real Estate - Supply Chain & Procurement - Annual Franchise Development Report - Multi-Unit Franchising Conference - Franchise Growth & Marketing Conference - Franchise Leadership & Development Conference - Multi-Unit Franchisee Magazine - Franchise Update Magazine - Franchise Update Franchisor Report - Franchising Express Report - International Franchise Report - Multi-Unit Franchisee Report The multi-unit franchise opportunities listed above are not related to or endorsed by Multi-Unit Franchisee or Franchise Update Media Group. We are not engaged in, supporting, or endorsing any specific franchise, business opportunity, company or individual. No statement in this site is to be construed as a recommendation. We encourage prospective franchise buyers to perform extensive due diligence when considering a franchise opportunity. ## Entities - Franchising.com (publication) - Franchise Industry (sector) - Wendy's (company) - Eddy Goldberg (person) - franchise marketing (topic) - ai technology (topic) - franchise trends (topic) - Anthony's Coal Fired Pizza & Wings (company) - consumer experience (topic) --- Originally reported by Eddy Goldberg, Franchising.com (https://www.franchising.com/articles/consumer_experience_news_views_and_reviews_december_2023.html). Summarized by Burnaze (https://burnaze.com/article/ce728bae-cdef-4c49-9990-4447cdd522c7).