It didn’t all change in March 2020. Not really.
The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, t...
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Reading the tea leaves: What awaits?
The food and beverage space has done a lot of evolving over the last decade. And after some unprecedented circumstances, it experienced some short but rapid stages of advancement, bringing us new technologies that are now commonplace. As time goes on, and stability is challenged once again with factors such as a cost of living crisis, the industry carries on its steady modernisation, making it fit for the consumers of the future. But what does this future look like? In our final episode of the season, we’ll be putting this question to our experts to find out what advances are around the corner for food and beverage businesses. Because as we’ve learned over the last few episodes, F&B brands don’t just sell food, they help build communities and, in extreme cases, provide a lifeline to customers. In this episode of Beyond Retail, we’ll hear from CEO and Co-Founder of Storekit, Christophe Delacroix, on how the relationships between brand and consumer will continue to grow. We’ll learn about changing customer values to discover what F&B businesses will need to prioritise in the future to keep their patrons happy, and we’ll find out about the role delivery will play in years to come. We’ll also speak with Director of Strategy and Development at Crown Creative, David Carofano, to discover how physical restaurants will continue to adapt as consumer needs around speed, safety and comfort continue to shift. David also explains how F&B brands are getting creative with the use of their spaces in an effort to combat the challenges arising from smaller locations and rising costs. And finally, we’ll hear from Global Head of Unified Commerce at Adyen, Brian Dammeir, who walks us through future trends to help us understand the needs businesses must to cater to. Plus, Brian will guide us through the role unified commerce will play and explore the further benefits it’ll have on businesses and consumers alike. If you want to find out more about technology and behavioural trends, visit Adyen.com/en_GB for more.
Feeding consumers’ evolving appetite
The pandemic taught food and beverage brands how to evolve through innovation. Digital took the forefront, and convenience and efficiency became more important than ever when it came to keeping business afloat. Meanwhile, takeaway and delivery options opened up new revenue streams for restaurants and cafes, expanding their consumer base and appealing to a whole new audience. But as the industry continues to face a pressurized social climate with the current cost-of-living crisis, and recession predictions looming, brands are pivoting their attention back to the one factor that can make or break their reputation – their customers. In this episode of Beyond Retail, we hear first-hand what it takes to keep customers happy in the food and beverage space. We explore the habits and trends that are influencing the most recent developments in this ever-evolving landscape. We also discover more about the technology and software helping businesses seamlessly and efficiently manage these changing demands. We speak with Shane Mansfield, Marketing Director for Just Eat for Business, to hear more about the origins of food delivery technology, and the growing personalization features designed for increased consumer demand. Diego Masciaga, customer experience expert, author, and former-manager of the three Michelin-starred restaurant, The Waterside Inn, gives us an inside look at how restaurants are balancing identity and uniqueness in their branding and atmosphere to create memorable experiences for their customers. He also shares the changes he’s seen in consumer demographics throughout the history of his career in hospitality. And lastly Team Lead for Account Management at Adyen, Nicole McQuaid, tells us how consumer behaviours and preferences around food delivery and food ordering are shifting alongside the industry’s adaptations and societal changes. If you want to find out more about technology and behavioural trends, visit Adyen.com/en_GB/ for more.
Creating a recipe for staff retention
Throughout this season, we’ve explored the value that atmosphere, design, and innovative tech provide when boosting customer experience. But as an industry built on people, F&B is increasingly shifting its focus inward to find new ways to enhance the experience of those who keep the businesses running – staff.In this episode of Beyond Retail, we investigate the ways in which brands are enhancing the everyday tasks of their frontline staff. We hear about the changes being made to improve the service industry, which has traditionally been associated with strenuous schedules, few employee perks, and high turnover rate. We learn about what employers are doing to make the work in this field more attractive in order to retain existing employees, and attract new staff.We speak with Robert Richardson, CEO of the Institute of Hospitality to learn about the effects a post-pandemic landscape and growing cost of living crisis are having on employee recruitment and retention rates. We also talk to Christophe Delacroix, co-founder and CEO of Storekit, who teaches us about the technology helping brands through the recruitment process, and easing the strain of service staff.CEO of TiPJAR, Ben Thomas, tells us more about tipping in the industry, explaining the complexity of increased legislation around it and sharing new initiatives aimed at promoting tip transparency between workers and employers.And Hemmo Bosscher, SVP of Platforms and Financial Services at Adyen, gives us a deeper understanding of the platforms built to alleviate pressure on food and beverage businesses by streamlining services, tasks, and functions.If you want to find out more about technology and behavioral trends, visit Adyen.com/en_GB/ for more
Spaces designed for consumption
You may think a signature dish or culinary theme are all a food and beverage business need to develop a strong identity. But in reality, the meals served at our favourite eateries are one of many factors contributing a complex branding strategy. Food, lighting, interior design, menu layout; these and many other elements combined are what create immersive and memorable experiences for customers. And as newer and increasingly sophisticated technology continues to develop, we’re seeing more of them make their way into restaurant spaces. In this episode of Beyond Retail, we analyse the role design plays in the food and beverage space to understand how it impacts consumer experiences in cafeterias, fast food establishments, high-end restaurants and more. We examine the technologies reimagining how brands deliver convenience, and dive into what makes for great restaurant design. We speak with Adyen's VP of Product, Derk Busser to learn how F&B has evolved over the years, and hear from Harry Ridley, Automation & Emerging Technology Product Manager at Compass Group, on how brands can pick the right tech for their business. We also gain a deeper understanding of the technology-space relationship with Sergii Khomenko, co-founder of Autocanteen, while chef and broadcaster Gizzi Erskine shares her own restaurant design experience. Plus, David Carofano, Director of Strategy & Development for hospitality design studio Crown Creative, tells us how businesses can reinforce their brand through aesthetic choices. If you want to find out more about technology and behavioural trends, visit Adyen.com/en_GB/ for more.
The food and beverage space isn’t what it once was – it’s much, much better. Even before the pandemic, restaurants, bars and cafes were on a steady march towards modernisation. Takeaway apps were making it possible for restaurants of all shapes and sizes to deliver to customers, and new technologies like QR codes were slowly making their mark on the user journey. But then the pandemic hit, and businesses went into overdrive. To stay open, they had to think fast to meet customer needs as expectations and regulations rapidly shifted. Ordering ahead, digital wallet payments, self-service kiosks – new technologies had burst onto the scene, permanently changing the face of the industry. In this season of Beyond Retail we explore the world of food and beverage to understand how this sector has evolved, and discover the challenges and opportunities that continue to shape its future. In this episode, we look from past to present at the immense change F&B has undertaken. We speak with Adyen’s Head of Unified Commerce, Brian Dammeir about the parallels between food and beverage and retail, and we hear from Marketing Director for Just Eat for Business, Shane Mansfield to look back at the evolution of delivery over the years. Plus, we get a restauranteur’s perspective on all this change with the help of chef, broadcaster, and award-winning food writer, Gizzi Erskine. If you want to find out more about the technology and behavioural trends influencing food and beverage retail, visit adyen.com/en_GB for more.
It didn’t all change in March 2020. Not really.
The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while.
In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and convenience than ever before.
But what now? What lessons should we take with us as we move forwards? And how can we ensure we’re ready for whatever’s next?
To find out, host Colin Neil embarked on a journey spanning the past 10 years. Using our latest consumer research as a launch-pad, we spoke to famous brands, industry experts, and consumers on the street.
The result is a five-part podcast series providing a unique insight into the rich, varied world of UK commerce in 2021 and beyond.