In today’s competitive market, guest loyalty is essential. From personalised experiences to loyalty programs, this panel discusses the innovative ways technology can strengthen relationships with guests and drive repeat business. Our expert panel will explore the latest tools and strategies—from CRM platforms to AI-driven personalisation—that help hospitality brands understand their customers’ needs and preferences, ultimately creating tailored experiences that keep them coming back.

Gain actionable insights into using tech to enhance customer engagement, improve retention, and transform loyal patrons into brand ambassadors. Whether you're a hotelier, restaurateur, or service provider, this session will equip you with the knowledge to leverage technology for long-term success in the competitive hospitality industry.

Moderator:

• Jo Lynch, Account Director - KAM

Speakers:

• Dan Brookman, CEO - Airship & Toggle
• Rebecca Farrer, Director of Digital & Loyalty - wagamama
• Rhiannon Scarlett, Chief Marketing Officer - TGI Fridays UK
• Richard Dawson, Global Head of Loyalty - dunnhumby

Your customer database is one of your most valuable assets—but are you truly maximising its potential? In this session at HRC’s TechX Theatre, industry experts will explore how to unlock the full power of your CRM to drive personalised marketing, boost guest engagement, and increase revenue.

From leveraging data insights to optimise loyalty programmes and targeted promotions to integrating AI for smarter customer interactions, this discussion will provide practical strategies to turn raw data into actionable gold. Whether you’re looking to refine your current approach or build a more data-driven business, this session will equip you with the tools to harness CRM technology for long-term success.

Moderator:

• Mecca Ibrahim, Co-Founder - Women in The Food Industry

Speakers:

• Edwina Low, Brand & Marketing Manager - Harry Ramsdens
• Harry Fielder, CEO - Umi
• Yogesh Ram, Head of Marketing - The Athenaeum Hotel & Residences

Seamless technology is redefining how hospitality brands engage with their guests, creating smoother interactions, reducing operational friction, and enhancing customer loyalty. In an industry where convenience and personalisation are key, businesses must find ways to integrate technology without compromising the human touch.

This discussion explores how brands can leverage connected systems to improve guest experiences, from intuitive ordering and payment solutions to data-driven personalisation. Industry leaders will share insights on the role of automation in streamlining operations, the importance of integration in reducing tech silos, and how frictionless experiences can drive long-term success. Through real-world examples, the panel will highlight the impact of technology on guest satisfaction and business growth, offering practical strategies for operators looking to future-proof their customer engagement.

Moderator:

• Chris Fletcher, Founder & CEO - Tech On Toast

Speakers:

• David Kirby, IT Innovation & Project Manager - Young's Pubs
• Dominic Rosenfeld, Commercial Director - Pepper
• Katie Akers, Head of Operations - Market Halls