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Zack sits down with Kayla Dillon, fractional CMO and brand consultant, to talk about why guest expectations have shifted from hospitality to humanity. Kayla explains how to pick technology that fits, set it up the right way, and connect ops, marketing, and tech so the guest actually feels known. They dig into loyalty, behavior based rewards, and the role of AI in making personalization practical.

Zack and Kayla discuss:

•  Human connection over perfection
•  Choosing tech that matches readiness
•  Behavior and interest based loyalty
•  AI that supports real personalization
•  Connecting ops, marketing, and tech
•  Why setup beats shiny features

Thanks, Kayla!

Links:
https://www.linkedin.com/in/kayladdillon/