Prepare for a deep dive into the future of hospitality innovation with Rob Grimes and Infor’s Alan Young, a visionary who’s transforming how businesses understand and serve customers. This episode pulls back the curtain on the technological revolution happening in restaurants, hotels, and service industries.
Alan’s journey is as compelling as the insights he shares – rising from a mini-bar attendant to a strategic leader at Infor, he brings a unique perspective bridging hands-on experience with technological foresight. With a career spanning four decades, he’s witnessed the industry’s dramatic evolution and is now at the forefront of its digital transformation.
The conversation explores groundbreaking concepts like proactive personalization, where businesses anticipate customer needs before they even arrive. Imagine receiving a restaurant reservation confirmation that not only reminds you of your booking but also highlights specials tailored to your previous dining preferences, or suggests wine pairings based on your past selections.
Young emphasizes the critical role of data in modern hospitality, explaining how aggregating information from sources like Yelp reviews can provide unprecedented insights into customer sentiment. He challenges traditional approaches, suggesting that businesses must move beyond reactive strategies to truly understand and serve their customers.
Rob and Alan discuss the potential of agentic AI to revolutionize customer interactions, the importance of mobile technologies, and the growing expectation of a seamless, global service experience. The podcast reveals how technology can enhance – not replace – human connection, creating more meaningful and personalized interactions.
For hospitality professionals, tech enthusiasts, and anyone fascinated by the intersection of service and innovation, this episode offers a roadmap to the future. Learn how leading companies are using data, AI, and strategic thinking to reimagine customer experiences across restaurants, hotels, stadiums, and beyond.
Available on Spotify | Apple Podcasts | YouTube | iHeartRadio
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