Going back into the Captive Conversations archive, this bonus clip features Mike Enslin.

Mike makes a simple point about customer data: when someone reaches payment, they usually want to pay and move on. Asking for details at that moment can add friction to the experience.

The better opportunity may come earlier or later, when the customer has a reason to identify themselves and is happy for a brand to connect their visits, preferences and loyalty activity.

A practical five-minute discussion about frictionless loyalty, customer experience and the role of payment technology.

#CustomerExperience #Loyalty #HospitalityTech #CaptiveConversations

Going back into the Captive Conversations archive, this bonus clip features Steven Rolfe.

Steven and Adam discuss the difference between genuine technology capability and a fashionable label. Products may claim to be powered by AI or blockchain while relying on simpler tools behind the scenes.

The conversation also covers practical use cases, including an HR knowledge bot, computer vision for stock control and automation that saves teams time.

The useful question for operators is not which label appears on a website. It is what problem the product actually solves.

#HospitalityTech #ArtificialIntelligence #TechStrategy #CaptiveConversations

Going back into the Captive Conversations archive, this bonus clip features Kitty Newman.

Kitty explains why TikTok has become a search engine for restaurant discovery. People planning trips and nights out are already using the platform to find places to eat in cities across the UK.

The point is not that every operator must do everything. It is that restaurants should decide deliberately where they want to be found, then invest their time in useful content for that audience.

A practical five-minute discussion for hospitality operators reviewing social media and search strategy.

#HospitalityMarketing #TikTokSearch #RestaurantMarketing #CaptiveConversations

Going back into the Captive Conversations archive, this bonus clip features Scot Turner.

Scot explains why a hotel restaurant is not only competing with other hotels. Guests may choose Starbucks, Grind or another independent venue because it offers comfortable seating, reliable WiFi and somewhere to plug in.

The practical lesson is to benchmark the places customers already prefer, then build the hotel food and beverage experience around what those venues do well.

A useful five-minute discussion for hotel operators reviewing lobby, food and beverage and guest experience strategy.

#Hospitality #HotelFandB #GuestExperience #CaptiveConversations

Going back into the Captive Conversations archive, this bonus clip features Lawrence Pelletier from RedCat.

Using a simple £100 order, Lawrence breaks down the difference between a third-party marketplace fee and a direct ordering model.

The example moves from roughly £30 in marketplace fees to a net cost of around £7, while giving the operator more control over pricing and the customer relationship.

An accessible three-minute explanation for any restaurant operator reviewing delivery margins and direct ordering.

#Hospitality #RestaurantTech #DirectOrdering #CaptiveConversations

Going back into the Captive Conversations archive, this bonus clip features Jonah Werth from Blend.

Jonah explains why compliance courses are only one part of hospitality training, how knowledge disappears when experienced team members leave, and why weak onboarding can cost a business £25,000 every 90 days.

He also shares how short, practical and engaging training can improve retention and save operators money.

A useful five-minute listen for hospitality leaders thinking about people, culture and the real cost of staff turnover.

#Hospitality #StaffTraining #EmployeeRetention #CaptiveConversations

Going back into the archive, this bonus clip comes from my Captive Conversations podcast with Josh Smith.

Josh explores the trade-off between specialist best-in-class technology and an all-in-one platform, including the responsibility created by integrations, item data, reporting and governance.

A practical framework for choosing a hospitality technology stack that the operation can genuinely manage after launch.

Going back into the archive, this bonus clip comes from Episode 13 with William Connors.

William explains how payment and reconciliation savings helped create a credible case for wider technology investment, starting with the network foundations and connected operations needed to make a new POS system work properly.

A practical reminder that the strongest hospitality technology projects are supported by both a commercial case and an operational case.

Going back into the archive, this bonus clip comes from Episode 13 with William Connors.

William shares the extraordinary story of helping launch Popeyes UK, including opening day queues of over 3,000 people, teams stepping into operational roles to keep the restaurant running and the technology challenges that came with scaling at incredible speed.

A brilliant reminder that hospitality is often at its best when everyone rolls up their sleeves and solves problems together.

Running your own pub at 18 is one thing.

Running 25 sites by 23 is something else entirely.

In this episode of Captive Conversations, Adam sits down with Jade Craig, founder of Inntegra and Gamechangers, for a warm and wide-ranging conversation about thirty years in hospitality and what it really takes to build a community people want to stay in.

Jade shares her journey from her mother's restaurant in Camberwell, to her name above the door of a Clapham pub at 18, to becoming an area manager across 25 sites, through the supplier side and the trade bodies, and on to launching Inntegra in 2015 and running 42 events a year.

The conversation explores why she spotted competitive socialising in 2016 when the industry called it a flash in the pan, how CompSoc grew from 500 people in Holborn to 1,585 delegates, why trust sits behind every introduction she makes, and why Gamechangers was built around helplines, support and mentoring rather than discounts.

Topics include:

• Growing up in the Secret Garden Cafe in Camberwell
• Becoming a licensee at 18
• Running 25 sites at 23
• Learning both the supplier and operator sides
• Starting Inntegra, and counting the light bulbs
• Why trust comes before any introduction
• Spotting competitive socialising before the industry did
• Building CompSoc and Gamechangers
• Mentoring, trade bodies, and protecting your own headspace

Get your tickets now for Competitive Socialising: The Power of Play™ & Awards 2026, on Tuesday 15 September at the Lighthouse Theatre in London. Use the code captive25 for a 25% discount: https://www.inntegra.co.uk/events/compsoc26-the-power-of-play-awards