In this episode of Captive Conversations, Adam Forman sits down with Natalie, Kitch’s CEO and Founder.

Natalie breaks down how hospitality is changing and why brands need to rethink how they attract, understand and retain guests. From data and CRM to TikTok, discoverability and automation, this conversation goes deep into what’s actually driving growth in hospitality today.

They explore:

🍝 Why the guest journey starts before a guest even arrives

📍 Why TikTok is changing how people discover restaurants

🤳 The role of AI and where it can go wrong

📊 How data and CRM are becoming essential, not optional

💡Why community and loyalty matter more than ever

If you’re running a hospitality business, this is one of those episodes that will make you stop and rethink how you approach marketing and guest experience. Because the reality is simple: If you’re not capturing and understanding your guests early, someone else is.

Tune in for some brilliant insights 👉🏻 Spotify or YouTube

Thank you to Captive Wifi for hosting and to Adam for the brilliant conversation.