Technology promises speed, data and control, but in hospitality, experience still lives and dies by human interaction. As some operators strip back screens and automation in favour of simpler, more personal service, tough questions are emerging.

This panel brings together operators who’ve invested heavily in tech, alongside those who’ve consciously stepped back. They’ll explore the real benefits and drawbacks of guest-facing technology, from order accuracy and labour efficiency to staff engagement and customer satisfaction. Attendees will leave with practical frameworks for deciding where tech adds value, where it doesn’t, and how to avoid tech becoming a barrier rather than an enabler.