Food Service Matters presents Future Perspectives – a special mini-series exploring how changing generational expectations are reshaping the future operating model of food service.

In Episode 1, Patrick McDermott explores a simple but important question:

Has convenience become more important than hospitality?

From QR ordering and mobile apps to self-service technology and frictionless customer journeys, every generation now expects convenience in different ways. The challenge for food service operators is finding the balance between efficiency and the human experience that hospitality is built upon.

Patrick discusses how customer expectations are evolving, why friction has become one of the biggest threats to customer satisfaction, and what food service leaders can learn from industries that have already embraced convenience as the standard.

Key themes include:

• Hospitality vs convenience

• Digital ordering and customer expectations

• Generational differences in service preferences

• Frictionless customer experiences

• The role of technology in hospitality

• What the future of food service may look like

Food Service Matters: Future Perspectives is a five-part series examining the trends, behaviours and expectations that will shape the next generation of food service operations.