Hospitality Without Friction: Why Every Generation Now Expects Convenience Differently | Future Perspectives Ep. 1

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 convenienceDigital ordering and customer expectationsGenerational differences in service preferencesFrictionless customer experiencesThe role of technology in hospitalityWhat the future of food service may look likeFood 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.