Chick-fil-A CEO: Human Hospitality Over AI Drive-Thru Tech

Chick-fil-A CEO Andrew Cathy stated that the chicken chain plans to maintain its private family-owned status and avoid an initial public offering, despite expanding its footprint internationally to markets like Singapore and the United Kingdom, cnbc.com reported. Nearly five years after succeeding his father, Dan, as chief executive of the business founded by his grandfather, S. Truett, the Atlanta-based executive runs a company that faces sluggish traffic across the broader restaurant industry.

While competitors such as McDonald’s, Popeyes, and KFC face disappointing results from selective consumer dining choices, Cathy told CNBC that Chick-fil-A restaurants have not experienced the same downturn. Franchise disclosures reveal that the company’s revenue in 2025 rose 14% to $10.3 billion, while net income ticked up 1% to $1.05 billion. Its roughly 3,000 locations generated $23.92 billion in system sales last year, trailing only McDonald’s and Starbucks as the third-largest U.S. restaurant by sales.

Calculated International Growth Without Outside Investment

The company opened 179 restaurants last year and continues to build a presence in Canada, Singapore, and the United Kingdom. Remaining private provides distinct advantages as restaurant stocks struggle, with shares of Jersey Mike’s falling nearly 28% since an initial public offering in July, according to cnbc.com. Dunkin’ owner Inspire Brands is reportedly unlikely to go public this year unless sector performance improves.

We’re able to plan for the quarter century, and we don’t have to plan for the quarter.

Cathy described driving the business like driving a race car, pointing out that the windshield is larger than the rearview mirror. The company pursues bold growth strategies including a $1 billion international expansion plan and Daybright, a new beverage-focused restaurant concept created by its venture arm. At the same time, foundational tenets like staying closed on Sundays will remain unchanged.

Technology Integration Versus Human Hospitality

Chick-fil-A explores technological additions through a human-plus approach, considering future possibilities like drone delivery and artificial intelligence behind the scenes. However, Cathy stated that the chain will not pursue AI voice ordering in its drive-thru lanes, unlike competitors such as McDonald’s, which plans to test its voice AI technology named Archy in English and Spanish.

Cathy emphasized that hospitality must remain human to human rather than substituting interactions with technology. Other restaurant operators also focus on additional human effort to encourage customer returns, such as Starbucks purchasing roughly 200,000 Sharpie markers for baristas to write friendly messages on coffee cups, cnbc.com reported.

We’re not gonna substitute that interaction with technology, because we feel like that hospitality is so important to create that warm environment for consumers.