Retail Gets Real Podcast

How Taco Bell uses digital innovation to highlight human connection

Retail Gets Real episode 404: Taco Bell Global Chief Digital and Technology Officer Dane Mathews shares how technology and customer loyalty drive innovation

February 3, 2026

Taco Bell's Dane Mathews on the Retail Gets Real podcast at NRF 2026: Retail's Big Show.

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 from 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.

Building innovation around human connection

Mathews’ career journey spans marketing, loyalty and digital transformation across some of the world’s most recognized brands. At Taco Bell, that background has shaped a clear philosophy: technology should enable stronger human relationships at scale.

That mindset comes to life through initiatives like Connect Me, a loyalty-powered drive-through experience that allows team members to recognize and engage customers in real time. By connecting a loyalty account directly at the drive-through, Taco Bell transforms what was once an anonymous transaction into a personalized moment. For Mathews, the real breakthrough is not the screen or the data, but the space it creates for team members to deliver care and connection.

Making the hardest jobs easier

Mathews emphasizes that technology has a dual responsibility. It must improve the customer experience while also making life easier for team members, especially those working in fast-paced restaurant environments. When technology removes friction and solves problems for team members, it allows them to connect with customers and create memorable moments.

From automation to confidence

Walking the show floor at NRF 2026, Mathews reflects on the growing role of automation and AI in retail. While these tools offer powerful new capabilities, they also raise important questions about differentiation and brand relevance. One insight that stood out to him was research showing that customers who use AI to inform decisions arrive with greater confidence.

For retailers, that confidence changes the equation. If customers arrive confident and are met with confusion, trust erodes quickly. Mathews argues that brands must design experiences that honor and build on that confidence, not undermine it.

Leadership rooted in curiosity and momentum

When discussing leadership, Mathews returns to three core principles: connection, communication and curiosity. By fostering open communication and a culture of curiosity, teams can move faster, adapt more effectively, and sustain momentum over time.

AI Working Group

This NRF working group gathers retail leaders to facilitate policy and stakeholder engagement on AI issues and the development of practices and guidelines for the use of AI within retail.

Looking ahead, Mathews sees volatility as an opportunity. In an industry full of change, he believes the brands that win will be those that remain curious, experiment often, and design the future rather than trying to predict it.