Evolving Customer Connection -The increased implementation of technology in business can decrease the customer connections created by human interaction. Preston Junger believes that technology is an addition to business, but operators must be intentional in taking advantage of opportunities for customer connection and maintaining that relationship.
AI in Hospitality - AI integration has become nearly a necessity for current businesses. However, even with the increased digital presence, AI is still in the beginning stages as companies and customers continue to see what works best and AI companies continue to evolve into new, more efficient tools. Preston Junger believes that eventually, AI tools with staying power will surface and become a staple in the hospitality industry.
The Value of First-Party Data - Data collection is vital to business, but Preston Junger says that having the control of the first-party data, or data collected directly from the customer, is extremely important. First-party data, according to Junger, helps businesses manage, prioritize, and build on customer engagement.
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Preston Junger, co-founder of Nift Restaurants and Mile Square Labs, joined Arun Kumar on Data Delicacies, powered by Incentivio, to share his expertise on the changing dynamics of technology, customer relationships, and the growing influence of AI in the hospitality industry..
Maintaining Personal Connections in a Tech-Driven World
As businesses adopt more technology, Junger emphasized the risk of losing the personal touch that makes customer experiences meaningful. While technology is a valuable tool, Junger believes operators must be deliberate in how they use it to enhance, rather than replace, human interaction. He explained that although technology can streamline operations, it’s essential to maintain authentic customer interactions, like greeting customers by name or recognizing regulars' preferences. He stressed that these small, personal touches create strong customer bonds that technology alone cannot replace. He encouraged operators to focus on customer connection despite the rise of automation.
“How do you make sure your customers feel like they matter...and not robotic?” Junger asked. “There’s an opportunity to create things like that.”
AI's Growing Role in Hospitality
AI is increasingly becoming a key player in business operations, and Junger discussed how it is beginning to make its mark on the hospitality industry. While AI has the potential to revolutionize customer engagement, Junger acknowledged that it is still early days for the technology.
“I believe there will be some really smart, ever-present elements of AI that can be woven into the hospitality space really well,” Junger noted, pointing out the opportunity to personalize customer experiences while staying true to a brand’s culture and values.
However, he cautioned that operators need time to explore the best AI tools, as the market is currently saturated with options that may not all stand the test of time.
Maximizing the Impact of First-Party Data
Junger also underscored the importance of first-party data—information gathered directly from customers. According to him, businesses that prioritize managing and utilizing this data are better equipped to engage with customers and tailor their experiences effectively.
“Having control over that customer interaction, that first-party data is so important,” Junger said. “Actually doing something with it is vital.”
He encouraged operators to actively use customer relationship management (CRM) tools and leverage the data collected across all interaction channels, from in-store experiences to online orders. In doing so, businesses can personalize their marketing strategies and build stronger, more meaningful customer relationships, setting themselves apart from competitors who rely on third-party data.
Preston Junger’s insights on Data Delicacies shed light on the importance of balancing technology with human touch in the hospitality industry. His forward-looking views on AI, first-party data, and customer engagement offer a blueprint for businesses looking to thrive in a rapidly evolving digital landscape while maintaining the personalized service that keeps customers loyal.
Episode Links:
Preston Junger LinkedIn: https://www.linkedin.com/in/prestonjunger/
Preston Junger Website: https://preston-junger.mystrikingly.com/?
Preston Junger Instagram: https://www.instagram.com/pjunger/?hl=en
Nift Online: https://www.gonift.com/
Miles Square Labs Online: https://milesquarelabs.com/
ABOUT PRESTON JUNGER—
With over two decades of experience in scaling high-growth companies, Preston Junger is recognized for turning early-stage ventures into market leaders. His career highlights include launching Yelp's first NYC office, growing revenue from $2MM to $700MM annually, and expanding teams from 80 to 4,000 employees. Preston has also secured significant investments, including an $80MM Series C led by SoftBank in 2022.
Known for his strategic vision and innovation, Preston excels in enterprise sales, business development, and talent acquisition. He combines his expertise with a global perspective, making him a key player in international expansion and startup growth. Outside of work, Preston enjoys sports, travel, and staying up-to-date with emerging technologies.
ABOUT DATA DELICACIES—
Data Delicacies is a weekly podcast that dives deep into the world of technology and data as it pertains to restaurants. Host Arun Kumar interviews some of the best and brightest in the industry about all things hospitality tech, artificial intelligence, and machine learning.
Data Delicacies on Spotify: https://open.spotify.com/show/29ExS0n9X3Z3FyK4HuSPKH
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Produced by Incentivio & Cali BBQ Media - https://www.incentivio.com/ | https://betheshow.media
