McDonald's retrains 2 million workers as fast-food chains backpedal on kiosks and apps

McDonald’s is retraining more than 2 million workers worldwide through its “Make it Golden” program as fast-food chains roll back some self-service emphasis. The Wall Street Journal, cited by the Daily Mail, reports that after years of directing customers to kiosks, apps, and other tools, companies are refocusing on face-to-face help. Wendy’s, Burger King, and Starbucks are also said to be renewing that attention to in-person service. The shift is tied to complaints that automation can feel impersonal or harder to use than ordering from staff—especially for diners with questions, customization needs, or those uncomfortable with touchscreen ordering. For franchises, hospitality standards will factor more into reviews.