The final episode of 2025. What a year it's been.

In this one, Adam sits down with Oliver Pugh, founder of Yeti Pay, and Chris Jolliffe, their Sales Director, to explore how a simple observation about tipping behaviour sparked a payments revolution.

It started with a question most people never ask. When a guest leaves a tip on a card, why doesn't the waiter feel it? Oliver noticed this disconnect years ago. And instead of accepting it, he built something to fix it. The result? Tips went up 300%.

From the early days of Table Yeti to winning BrewDog and building embedded payments infrastructure, Oliver and Chris share the realities of competing in a crowded market by doing things differently.

This is a conversation about listening before building, enabling partners instead of competing with them, and why hospitality deserves payments that actually feel different.

Thank you to everyone who listened this year. Here's to 2026. 🎧

#CaptiveConversations #YetiPay #HospitalityPayments #EmbeddedFinance #FinTech #Hospitality

As the year comes to a close, Episode 80 of Captive Conversations takes a step back to reflect on how hospitality makes decisions.

Adam speaks with Mark from Tenzo about why instinct alone is no longer enough, how operators are overwhelmed by dashboards, and why better data frameworks matter more than more reports.

They explore how context, experience, and curiosity still play a critical role, and how AI can support teams without losing the human side of hospitality.

A grounded conversation for anyone thinking about how to approach the year ahead. ✨

#hospitality #hospitalitytech #restaurantdata #leadership #captiveconversations

In this episode of Captive Conversations, Adam sits down with Jonatan from All Gravy to explore how frontline technology can feel more human, more supportive and far more connected to the reality of hospitality work.

Jonatan shares the story of his early career, the leaders who shaped him, and the moment he realised frontline teams were being asked to juggle seven or eight different apps just to get through a shift. He explains how that insight led All Gravy to pivot, rebuild and create a single platform focused on communication, learning and engagement.

They also explore the future of AI for frontline teams, the importance of real service, why user research came before sales, and what hospitality truly needs to support retention and development.

A warm, thoughtful and practical conversation for anyone shaping the future of workforce tech.
#hospitality #allgravy #peopletech #frontlineteams

In this episode of Captive Conversations, Adam sits down with Rosie Akenhead to explore one of the biggest challenges facing hospitality today: the covers problem. Rosie describes how changing guest behaviour, home comforts and broader societal pressures have reshaped the way people choose to dine out. She also reflects on the emotional weight this places on teams who are still expected to deliver energy and inspiration every day.

Rosie draws on her experience in both tenanted and managed pubs to explain the realities of supporting operators, balancing brand consistency and enabling local creativity. She shares practical insight into CRM transformation, booking journey improvements and the value of simple, thoughtful personalisation such as avoiding irrelevant content for the wrong audience.

Together they explore:

✔ Why covers feel unpredictable and what drives guest behaviour

✔ The difference between tenanted and managed pub challenges

✔ How disconnected marketing creates confusion for guests

✔ What Rosie learned from implementing full CRM and data journeys

✔ Why simple personalisation still matters more than complex automation

✔ The moment she realised it was time to build her own business

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Packed with honest insight for operators, marketers and CRM teams, this episode highlights the human and operational realities behind modern hospitality.

#HospitalityMarketing #CaptiveConversations #GuestExperience #HospitalityTech #CRM #HospitalityStrategy #RestaurantTech #OperatorLife

In this episode of Captive Conversations, Adam sits down with Edd Bower, Data Lead at Guestwise, to explore how hospitality can turn scattered information into clear, actionable guest insight. Edd draws on his journey from the creative world into data operations to explain why most brands struggle with disconnected platforms, limited visibility and inconsistent feedback loops.

Edd reveals how guest data often lives in many different systems that do not speak to each other. He explains why this creates missed opportunities for personalisation and why operators need a realistic path toward a single customer view. With a background in analytics, CRM support and hospitality data design, he brings a practical and grounded perspective on what operators can achieve today.

Together they dive into:

✔ Why only a tiny percentage of guests leave feedback and what that meansEdd Bower - How Operators Can Personalise at Scale

✔ How bookings, CRM, loyalty and feedback can work together

✔ The daily digest method that helps teams prepare for key guests

✔ What a real single customer view looks like in hospitality

✔ How smaller operators can benefit from simpler automation

✔ Why data should empower teams to deliver more human hospitality

Packed with practical insight for hospitality operators, marketers, CRM teams and anyone working to improve guest experience, this episode highlights how connected data can transform service, communication and loyalty.

#HospitalityData #CRM #Guestwise #SingleCustomerView #GuestExperience #HospitalityTechnology #CaptiveConversations #HospitalityStrategy #DataIntegration #HospitalityMarketing #RestaurantTech #OperatorLife

In this episode of Captive Conversations, Adam sits down with Simon Anderson — hospitality consultant, co-founder of Market Halls and founder of Next Space — to explore how food halls, regeneration projects and community-driven design are reshaping the UK’s high streets.

Simon reveals how vacant department stores, declining footfall and post-COVID shifts in behaviour have created both risk and opportunity for towns and cities. With a background spanning Saatchi & Saatchi, publishing, and large-scale hospitality operations, he offers a rare mix of creative thinking and real operational clarity.

Together they dive into:
✔ How food halls can spark economic revival and uplift property values by 10–14%
✔ Why collaboration between councils, developers and operators is the “missing ingredient”
✔ The difference between a successful food hall and a big empty space filled with traders
✔ How co-living, co-working and hybrid venues will shape the next era of hospitality
✔ The danger of over-relying on social media and why storytelling still wins
✔ What operators can learn from brands like Curb, Blend Family, Dishoom and Time Out
✔ The biggest mistakes in regeneration — and how to avoid them

Packed with insight for hospitality operators, developers, marketers, councils and anyone involved in place-making, this episode explores how food, culture and community can breathe life back into towns and cities across the UK.

Keywords: food halls, urban regeneration, Market Halls, hospitality innovation, place making, high street recovery, Captive Conversations, hospitality strategy, community-led design, Next Space

In this episode of Captive Conversations, Adam speaks with Ed Christmas, Managing Director of Bums on Seats — one of the most influential voices in hospitality sales, bookings, and operational efficiency.

Ed shares how fragmented systems, under-utilised CRMs, and broken booking processes quietly drain revenue — often up to 30% of business turnover due to inefficiencies alone. 

Together they explore:

✔ The leaking bucket analogy and how brands can immediately plug revenue gaps 

✔ Why “tech should only enhance, never replace” in hospitality 

✔ How to streamline enquiry management and pre-booked sales

✔ What operators should do before investing in new marketing or paid ads

✔ The future of bookings, benchmarking and data-driven decision-making

✔ Ed’s new AI-powered tool Heidi, now live in 50+ venues, built to give operators real-time clarity on performance, forecasting and conversions 

This episode is packed with practical insights for restaurant groups, pubs, bars, competitive socialising venues, and hospitality marketers looking to drive measurable results.

Keywords: hospitality bookings, restaurant CRM, Bums on Seats, hospitality data, pre-booked sales, restaurant marketing, Captive Conversations, hospitality tech, operational efficiency

From pulling pints in Welsh pubs to building one of hospitality’s most connected marketing communities — Glenda Barber shares her journey from Brains Brewery to Bloom Marketing and the creation of Team Marketing IRL.

In this Captive Conversations episode, Glenda and host Adam Forman explore how hospitality marketers can build authentic communities, foster collaboration, and create meaningful customer connections.

💬 Topics:

• Hospitality marketing trends for 2025

• How to build a marketing community that lasts

• The power of empathy in branding

• What Team Marketing IRL means for the industry

#HospitalityPodcast #BloomMarketing #CaptiveConversations #HospitalityMarketing #MarketingCommunity

Two engineers. One mission: make dining safe for everyone.

In this episode, Adam chats with Eve and Alana, founders of Served, the tech company redefining allergen transparency across hospitality. From their early research at university to partnerships with Dishoom, Techstars, and Hawksmoor, they’re showing how empathy can drive innovation.

🎧 Topics:

• Highlights:

  💡 Turning lived experience into scalable hospitality tech

  🍽️ Working with over 100 restaurants to perfect the product

  📊 Why 40% of orders include allergens — and what that means for brands

  ⚙️ Behind the scenes at Techstars and their US journey

  ❤️ Making dining out safe, inclusive, and joyful again

📈 Fun fact: 40% of restaurant orders now include allergy notes — and Served is helping teams handle that confidently.

If you work in hospitality or just love eating out safely, this one’s for you.

#ServedApp #CaptiveConversations #HospitalityInnovation #FoodAllergies #TechForGood

In this episode of Captive Conversations, Adam Foreman sits down with Matt Serwin, Director of Partnerships at Klaviyo, to discuss how hospitality operators can use data to truly understand their guests.

💡 Highlights:

• How Toast and OpenTable data power personalisation

• Why first-party data is the foundation of real loyalty

• What AI means for guest experience

• How to shift from vanity metrics to actionable insight

🎙️ “Data should make marketing smarter, not harder.”

Listen on Spotify, Apple Podcasts, or wherever you get yours.

#CaptiveConversations #HospitalityTech #Klaviyo #CRM #DataInsights

.In this episode of Captive Conversations, I sit down with Charlton Santana, founder of HeyGuest, to explore how messaging, automation, and AI are quietly rewriting the rules of hospitality.

From working front-of-house to building a platform used by hotels and short-term rentals, Charlton shares how he turned guest frustrations into a product that serves teams and guests equally.

We talk about:

💬 Why messaging is becoming the new front desk

🤖 How AI removes repetition — not humanity

🧠 The danger of “data wallpaper” and forgotten feedback

✨ Why your loyal guests should be your focus group

🌍 Benchmarking innovation outside the hospitality bubble

Quote to remember:

If you’re in hotels or hospitality tech and want to evolve how you communicate, this one is full of real, actionable insight.

🎙️ Follow Captive Conversations for more honest talks with the people building the future of hospitality.

“Guests don’t want another app — they just want an answer, fast.”

Better Conversations, Not More Apps.

In this episode of Captive Conversations, Adam Forman chats with Guy Weiss about the chaos of communication — and how ZenZap is bringing calm, clarity, and connection back to workplace messaging.

From noisy notifications to meaningful moments, we unpack:
• The real reason internal comms fail
• How AI can help teams breathe, not burn out
• Why simplicity always wins in complex industries
• How to build tech that listens instead of shouting

💡 Quote from Guy:

“Technology should feel like teamwork, not traffic.”

🎧 Listen now on Spotify — and if you’ve ever felt buried in messages, this one’s for you.

#CaptiveConversations #ZenZap #Messaging #TeamCulture #HospitalityTech

Richard Liverman: Brand DNA & The Power of Ambassadors

What do food, stories, and ambassadors all have in common? They’re at the heart of building brands that last.

In this episode of Captive Conversations, I sit down with Richard Liverman to talk about:

✨ Why brand DNA is more powerful than just marketing

✨ The role of ambassadors in scaling businesses

✨ Why curiosity is key for growth

✨ His challenge to hospitality: stop saying “we’ve always done it this way”

And of course – his reminder to all of us: “Don’t be boring. Be a little more amazing.”

🎙️ Episode 68 of Captive Conversations welcomes Olivia FitzGerald, Managing Director of 125 Data & Insights.Olivia shares her journey from:✅ Early days in hospitality at Quaglino’s✅ Scaling online reservations at Livebookings & Bookatable✅ Leading sales & marketing at Zonal✅ Running B2B at Majestic Wine✅ Transforming Feed It Back into 125 Data & InsightsKey themes we cover: • Why operators must be brave enough to really listen to customers • The danger of vanity metrics vs. actionable insight • How AI and advisory boards are shaping the future of guest experience • Why acquisition is expensive — and retention is where the value lies📢 Quote: “Feedback is the start. Insights are where the growth happens.”🎧 Listen on Spotify, watch on YouTube, and follow Captive Conversations for more industry stories

In this episode of Captive Conversations, I sit down with Victoria Searl, founder of DataHawks, to unpack her career from running pubs at 18, to senior sales & marketing leadership, to building a platform designed to turn hospitality data into action.

We cover:

✅ Early lessons from running pubs and learning ops the hard way

✅ Sales and marketing at major brands under private equity pressure

✅ Why operators collect endless data but struggle to act on it

✅ Building DataHawks to help operators focus on what really matters

✅ How to balance people, process, and tech in hospitality

💡 Standout quote: “Hospitality is easy when everything’s going well. Real hospitality is tested when something goes wrong.”

If you’re in sales, ops, or tech, this one’s packed with nuggets of genius.

🎙️ Catherine Allen on Selling with Empathy & Building Stereo

In this episode of Captive Conversations, Adam chats with Catherine Allen, sales leader turned founder, about building Tidr, a new tool for sales enablement in hospitality.

From her early days doing cold outreach at Trail to launching her own platform, Catherine shares what she’s learned about earning trust, finding product-market fit, and growing with grit.

🔥 Highlights:

• How rejection shaped her sales mindset

• Building relationships over transactions

• Why most outreach fails (and how to fix it)

• Stereo’s vision: empowering teams from the inside

• What ops people actually want from tech

💡 “You get one shot to show up as someone useful, not annoying.”

If you’re in SaaS, hospitality sales, or ops, this episode is a must.

#CaptiveConversations #HospitalitySales #Stereo #Startups #HospitalityTech

Welcome back to Captive Conversations. In this episode, I’m joined by Reiss and Louise from Set Menu—a platform that’s quietly becoming a must-have in the hospitality tech stack.

💥 We talk:

• How menus get out of sync across delivery & booking platforms

• Why most operators still rely on spreadsheets and manual fixes

• Building Set Menu with real operators, not just devs

• The future of brand control, from third-party listings to guest experience

💡 One standout quote:

“Our biggest competitor isn’t another tech tool—it’s the spreadsheet.”

📱 Learn more about Set Menu: https://setmenu.com/

#CaptiveConversations #SetMenu #HospitalityTech #RestaurantOps #MenuManagement #DigitalMenus #HospitalityInnovation

In this episode of Captive Conversations, I sit down with Jack Edge, founder of Edgey, to explore his journey from hospitality operations into the world of branding and creative strategy.

We dig into the real lessons from running venues, why operators need to think like lifestyle brands, and how storytelling is becoming the missing link in guest experience.

In this episode, we cover:

✅ What Jack learned from years in operations

✅ Why branding and storytelling are as important as great service

✅ The birth of Edgey and its mission to reshape hospitality marketing

✅ How retail and lifestyle brands can inspire hospitality

✅ The future of creative storytelling in a digital-first industry

💡 One standout quote:

If you’re an operator, marketer, or creative, this one’s packed with insights on how to build brands that stand out and connect with guests.

“If you don’t tell your story, someone else will — and it might not be the version you want out there.”

Hospitality lives and dies by its operations. Few people know that better than Gary Digby, who’s built a career leading multi-site venues and now runs his own consultancy.

In this episode of Captive Conversations, we talk about:

✅ Why operations are the backbone of every hospitality business

✅ The common pitfalls operators face – and how consultancy can help

✅ Where AI and tech can genuinely add value

✅ Gary’s own journey from operations to consultancy

If you’re an operator, leader, or consultant in hospitality, this episode will give you practical insights you can use today.

Gary’s Answers

🔥 Best Hospitality Experience:  Ivan Ramen

🔥 Best Hospitality Tech: TipJar, Nory, aquaint, Lightspeed

🔥 Best Restaurant:  After a huge hike in Turkey, Corner Store serving awesome Rotisserie Chicken

🔥 Best Burger: Shake Shack NYC, BLT NYC

🔥 Best Hotel: The Hoxton Chicago

#Hospitality #CaptiveConversations #HospitalityConsultancy

🎙️ EP61 – Lee Niles: 25 Years of Hospitality Tech & the Melford Technologies StoryIn this episode of Captive Conversations, I sit down with Lee Niles, a hospitality tech veteran who’s been driving digital transformation for over 25 years.We cover:✅ The evolution from old-school PDQ machines to cloud-based systems✅ How operators can simplify their tech stacks without losing performance✅ Why Melford Technologies is the “quiet partner” behind successful venues✅ The future of guest experience in a tech-first worldIf you’re an operator, supplier, or just love hearing how technology changes industries, this is for you.📌 Subscribe for more conversations with the people shaping hospitality’s future.#HospitalityTech #MelfordTechnologies #CaptiveConversations