Will Fearnley-Whittingstall - Why Hospitality Cannot Afford To Become Faceless

In Episode 97 of Captive Conversations, Adam speaks with Will, Director of Fanatic, about hospitality marketing, digital guest journeys and the growing influence of AI.Will shares how his early career at McDonald’s and as a relief pub manager shaped his understanding of people, teams and service. The conversation then moves through publishing, agency life and financial services before exploring the work Fanatic does across branding, websites, CRM, performance and the wider digital ecosystem.They discuss why hospitality technology must bring out the best of human skill, why websites are part of the guest experience, the importance of owning your data and why marketers should “not just send more, send right.” They also explore changing booking behaviour, rising walk-ins, cost pressures and the challenges facing lean hospitality marketing teams.#CaptiveConversations #HospitalityMarketing #HospitalityTech #GuestExperience #ArtificialIntelligence