Kayla Broussard, CTO of Consumer & Travel
From Dairy to Digital:
Wawa’s Evolution with Kyndryl’s Support
I had the privilege of joining Wawa Store Operations Technology Support Manager Declan Forde on stage at this year’s NRF to discuss the 16-year collaboration between Kyndryl and Wawa. Our session highlighted the innovative solutions Wawa has implemented to enhance customer and frontline worker experiences, emphasizing the transformative impact of technology on retail operations.
The presentation began with an overview of Wawa's rich history, from its origins as a dairy farm in Wawa, PA, to becoming a retail giant with over 1,050 stores and 47,000 associates. We delved into the core elements that make Wawa a game-changer in retail, including a strong focus on culture, customer-centric design, and the adoption of advanced technologies like analytics, IoT, and valuable insights from data platforms. These elements have enabled Wawa to create a seamless shopping experience across physical and digital touchpoints, setting a new standard in the industry.
Wawa’s commitment to innovation, powered by Kyndryl’s technology solutions, is setting a new standard for seamless retail experiences—both for customers and frontline workers.
One of the key highlights of our discussion was Wawa’s aggressive growth plans, aiming to nearly double their footprint by 2030. We explored how Kyndryl's technology solutions, such as managed services for SAP, Contact Center, Deskside Support, Service Desk, Store Support, and more, have been instrumental in supporting Wawa's expansion and continuity of smooth operations during critical phases. The strong partnership between Kyndryl and Wawa has facilitated the standardization of processes and access to task-enhancing resources, enabling Wawa to maintain its high standards of quality and customer service.
The energy and enthusiasm at the conference were palpable, and it was inspiring to see so many industry professionals come together to share knowledge and drive innovation. The interactions and feedback we received were invaluable, and it was a pleasure to connect with attendees who were eager to learn about our collaborative efforts in retail transformation. So much lies ahead for the future of the retail industry, and it's exciting to be at the forefront of the technological advancements leading the charge.
MAR 2025
