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Finding the Right Mix: Tech and the Human Touch in Aussie Hospitality.

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In the ever-changing world of Aussie hospitality, the tech boom and keeping it real with customers are hot topics. In part 2 of our 2024 trends, predictions and tips blog series, our industry pros, each bringing their own view, spill the beans on this ongoing chat. Check out what they have to say about the ups and downs that come with the great debate of technology vs. the customer experience in the Aussie hospitality scene.

Craving Connection: Post-COVID Yearning for Personal Interaction

Looking back at the COVID days (we know, it sent shivers down our spine as well), Michael Illari of Bromic Refrigeration says tech should either make customers happy or be eco-friendly for the long haul. When businesses used QR codes and robots for safety, Illari sees their important role but also wonders if they took away a bit from the whole dining experience.

"Any technology that comes in needs to add either value to the customer or reduce environmental impact to be long lasting." - Michael Illari

Oliver Brown, Co-Founder of The Big Easy Group, agrees that, even with all the tech advancements, people still crave personal interaction. Brown thinks the basic human need for connection sticks around, highlighting how real face-to-face talks still matter in the hospitality scene.

Jamie Thomson, Coffee Account Manager at SilverChef, has a fresh perspective. He says automatic machines are a win for better customer service. In the post-COVID world, where personal interactions might be tricky, these automated solutions keep things efficient without skimping on service quality. Thomson believes these tech tricks can bring back the good old customer service vibe still recovering from the pandemic's hit.

QR Codes: Scanning Success

Jeremy Mangan, SilverChef CEO, knows QR codes are handy but warns about using tech wisely. QR codes, he says, work great in certain places where they really amp up the customer experience. This view stresses the need to carefully pick and choose where to bring in tech.

 

Peter Quigley, Executive Managing Director at ERS Catering Equipment, sees QR codes as smart tools for businesses. He says linking QR codes to platforms like Google and TripAdvisor helps businesses not only improve customer experience but also boost their online rep.

 

Automated Efficiency & AI: Future-Forward Tech in Equipment

Jason Perez, Account Manager at SilverChef, sees a big tech leap in the foodservice game in 2024. He thinks AI will make a splash, teaming up with cooking gear like combi ovens, fryers, and griddles. This prediction shows the industry is all about cutting-edge solutions that not only make things run smoother but will also open up new doors for food innovation.

Maria Dalas, founder at Eat Me Social an industry expert, adds to the conversation, envisioning a dynamic duo of AI and in-house delivery services reshaping the customer-business dynamic. She believes AI will shine in managing customer queries and online bookings, becoming the unsung hero in making customer interactions smoother than ever.

While the experts unanimously recognize the potential of technology to enhance the customer experience, gain efficiencies and streamline operations, it's crucial to also consider the delicate balance required in its implementation.

The careful consideration of where and how to integrate tech becomes vital, ensuring that it aligns with the goal of delivering an experience that resonates with customers. An experience that keeps them coming back. How will you embrace the wave of technological change?
  

Meet the experts