QSR Magazine Features Tricia’s Article on Boosting Guest Experiences
QSR Magazine is a leading publication dedicated to the quick-service and fast-casual restaurant industries, covering the latest trends, insights, and innovations shaping the foodservice landscape. The magazine has featured KS&R VP of Discovery & Design Tricia Houston, spotlighting her expertise in leveraging digital tools to enhance guest experiences while maintaining the essential human connection.
Using Digital to Boost Experiences, While Not Replacing the Human Element
The key to leveraging technology effectively in hospitality is to play to its strengths. And a good way to operationalize this mindset is to treat any platform decision in the same way you would think about candidate selection, onboarding, and development for staff members. It’s a great way to identify digital friction points and uncover ways to make technology a more effective member of the team.
We all experience these friction points. At work, I’m always tweaking my personal “tech stack” to help me collaborate better and stay on top of to-dos. However, I’m quick to admit that integrating new technology into my life doesn’t always work out as intended.
Often these digital friction points are rooted in misunderstanding or lack of context, not a technology issue. Either the customer using the technology, or the staff assigned to take action based on the technology have a knowledge or expectation gap. In both cases, real humans didn’t know how to quickly and easily troubleshoot the technology.
Friction like this can arise when technology is leveraged with a “replacement mind-set.” Instead, think of technology as a part of the team.
Click here to read the article
About KS&R
KS&R is a nationally recognized strategic consultancy and marketing research firm that provides clients with timely, fact-based insights and actionable solutions through industry-centered expertise. Specializing in Business Services, Telecom, Entertainment & Recreation, Healthcare, Retail & E-Commerce, Technology, and Transportation & Logistics verticals, KS&R empowers companies globally to make smarter business decisions. For more information, please visit www.ksrinc.com.
