Embracing Technology in the Restaurant Industry: Insights from Joanna Fantozzi
Welcome back to the Restaurant Technology Guys podcast! This time, our host Jeremy sat down with Joanna Fantozzi, a Senior Editor at Nation’s Restaurant News and Restaurant Hospitality. With six years of experience, Joanna has covered everything from tech to legislation and specific companies in the food industry. Her journey into the restaurant tech space offers enlightening perspectives on how the industry can thrive in today’s digital era.
The Journey to Restaurant Tech Journalism
Joanna Fantozzi’s dive into the world of restaurant technology journalism started somewhat serendipitously. Originally focused on arts and culture during her journalism school days, she toyed with the idea of covering food and restaurants simply because she loved dining out and the Food Network. This happy accident led her to intern at the Daily News and specialize in food content, ultimately shaping her career path. Over the years, Joanna has witnessed and chronicled the significant shifts in the restaurant tech landscape.
The Importance of Getting the Basics Right
A recurrent theme in the conversation was the concept of “getting the basics right” in restaurant technology. Jeremy and Joanna emphasized that while AI and automation are exhilarating to discuss, many restaurant operators struggle with foundational tech aspects such as digital ordering and payment systems. Joanna noted that, whether big or small, many brands still grapple with ensuring their basic tech infrastructure runs smoothly.
From digital ordering platforms to loyalty programs and secure payment solutions, it’s clear that restaurants must focus on these essentials before diving into more advanced technological innovations. Security, customer usability, and seamless operation are key to providing a satisfying experience both for consumers and staff.
The Role of AI and Automation
Joanna identified a common misconception: the belief that AI and automation are only about robots and flashy tech. In reality, the most effective AI might be invisible, working quietly in the background to simplify operations. The evolution towards invisible, yet essential, technology represents a significant trend that will shape the future of restaurant operations.
One of the standout points was Joanna’s discussion of AI in enhancing customer and staff experiences—ranging from minimizing order errors to optimizing the pickup process. As tech companies innovate and make these solutions more affordable, smaller operators will have the tools to catch up technologically.
Personalized Loyalty Programs
Loyalty programs have evolved significantly. Joanna highlighted the shift from simple punch cards to sophisticated, data-driven systems that know customer preferences and offer personalized rewards. She mentioned recent efforts by brands like Potbelly and Duck Donuts to either simplify their apps or even move to text-based loyalty programs.
The essentials of a good loyalty program include knowing your customer base, using data effectively, and ensuring your loyalty system is easy to use. Brands that master these components can significantly enhance customer retention and satisfaction.
Navigating the Future of Restaurant Tech
Both Jeremy and Joanna agreed that the future of restaurant tech lies in enhanced personalization and a seamless customer experience. They foresee an era where behind-the-scenes technologies powered by AI and data analytics ensure everything operates smoothly, without overtly demonstrating the technology driving the experience.
This transition will not only aid in perfecting operational basics but will also empower restaurants to provide the hyper-personalized, frictionless experiences that today’s consumers expect.
Conclusion
Joanna Fantozzi’s insights provide a comprehensive look at the current state and future trends in restaurant technology. From the importance of getting the basics right to the subtle power of invisible AI, it’s clear that restaurants must embrace both foundational and advanced tech to stay competitive.
Events and resources like those provided by Nation’s Restaurant News and Restaurant Hospitality. To Check out Create, go to this site. CREATE: The Event for Emerging Restaurateurs (informaconnect.com)
Nation’s Restaurant News (nrn.com) and Restaurant Hospitality (restaurant-hospitality.com) and to connect directly with Joanna connect with her on LinkedIn. Joanna Fantozzi | LinkedIn
