How well do you really know your customers?

In this episode of Hospitality Talks, Katy Moses speaks to Sheri Williamson, Commercial & Marketing Director at Bill's, about how one of the UK's best-loved restaurant brands is using customer insight to fuel growth.

Bill's has recently celebrated its 25th anniversary, expanded to 49 locations across the UK and continues to evolve its customer proposition. Sheri explains why the business invested in independent research, what surprised the team, and how those insights are now influencing everything from menu design and guest experience to new site openings and marketing.

In this episode they discuss:

• Why independent customer research matters• Turning guest feedback into meaningful action• Removing friction from the customer journey• Building on Bill's strengths in breakfast and brunch• The importance of authenticity and the Bill's story• Embedding insight into everyday decision-making• What's next for Bill's as the business continues to grow

Hospitality Talks is hosted by Katy Moses, Founder & Managing Director of KAM.

Katy Moses is joined by Steve Alton, CEO of the British Institute of Innkeeping (BII), for a conversation about the people behind Britain's pubs.

Drawing on insights from KAM and BII's latest employee experience research, Steve explains why great teams are the defining factor behind great customer experiences and why investing in leadership, training and culture has never been more important.

In this episode of Hospitality Talks, Katy Moses is joined by Mark Fulton, Operations Director for Leased, Tenanted & Managed at Wadworth.

Together, they explore what it really takes to build successful partnerships between pub companies and their licensees, from listening to feedback and acting on insight, to investing in people, property and long-term growth.

Katy Moses, Founder and MD of KAM, is joined by Natalie Dunning, CEO and Founder of Kitch, to discuss the latest findings from the 2025 State of Social report.

Together, they explore how hospitality brands are really using social media, from team structures and channel strategy to paid spend, organic engagement and community management.

For this milestone episode, Katy Moses, MD of KAM, is joined by a very special guest: James Hacon, Managing Partner at ThinkHospitality, who was also the very first guest on the podcast six years ago.

From a late-night call at the start of lockdown to recording episode 100, this conversation reflects on how far the hospitality industry has come and the challenges and opportunities that continue to shape it.

With a global perspective and honest reflection, this episode explores where hospitality is heading next and what UK operators can learn from markets around the world.

A fitting conversation to mark 100 episodes of Hospitality Talks.

In this episode of Hospitality Talks, we’re joined by Kitty Newman, Founder of Trapeze Media, to unpack one of the biggest shifts facing hospitality marketing in 2026: the Less Healthy Food (LHF) advertising ban and HFSS legislation.

From January 5th 2026, a total online ban on paid advertising featuring certain HFSS (High Fat, Salt and Sugar) products comes into force, and it’s set to significantly impact hospitality brands with 250+ employees.

If you’re in hospitality, food retail, marketing or brand strategy, this episode's for you.

In this episode, Katy Moses, MD at KAM, talks to Éadaoin McDonagh, COO of White Rabbit Projects and MD of Lina Stores, about building hospitality brands with longevity. From Lina Stores’ heritage and design-led approach to White Rabbit’s work incubating and scaling concepts, this episode explores how customer insight, authenticity and experience shape successful hospitality businesses.

In this episode, Katy Moses, MD at KAM, talks to Greg Sergeant, Customer Experience Manager at Star Pubs, about how Star is evolving its customer strategy, the power of industry benchmarking and why meaningful insight, not just data, drives real change.

In this episode, Katy Moses, Managing Director at KAM, sits down with Joby Mortimer, Director of Charity Services at the Licensed Trade Charity (LTC), to discuss the evolving role of the charity and the growing importance of well-being across pubs, bars, and breweries.

Joby shares how the LTC supports people working in hospitality, why investing in mental health and welfare matters more than ever, and how a focus on well-being can transform both teams and customer experiences.

Tune in for an open and inspiring conversation about people, purpose, and how caring for the workforce ultimately strengthens the entire industry.

In this episode, Katy Moses, Managing Director at KAM, talks to Kim Handy, Head of People at Nightcap, about the importance of people, culture, and progression within hospitality — and what it takes to thrive in the late-night sector.

Kim shares how Nightcap is investing in its teams, developing strong career pathways, and creating supportive environments where people can succeed. Together, they discuss leadership, retention, and how valuing people at every level drives long-term business success.

Tune in for an inspiring and practical conversation about people-first hospitality, progression, and building thriving teams in one of the industry’s most dynamic spaces.