Why do restaurant technology transformations fail, even when the technology itself is good? The answer often has less to do with software and more to do with people.

In this episode of the ChatGTM Podcast, Michael Beck and Chad Horn sit down with Ted Hardy, Senior Director of Technology Transformation at Topgolf, for a candid conversation about restaurant technology, digital transformation, AI, operator adoption, guest experience, and what it really takes to turn technology into measurable business impact.

Ted has spent more than two decades at the intersection of hospitality, restaurant operations, and technology. His perspective is refreshingly simple:

Technology isn't the transformation. People are.

Great restaurant technology shouldn't add another layer of complexity. It should remove friction, empower employees, improve operations, and create a better guest experience.

• Why implementing software isn't the same as transformation
• Why operator adoption can make or break a technology investment
• How Topgolf approaches technology and guest experience
• Why great technology eventually becomes invisible
• The build vs. buy decision facing restaurant leaders
• Why understanding operators comes before selecting technology
• AI and where it can actually create value
• Why restaurant robotics may be overhyped
• How leaders should evaluate emerging technology
• Why curiosity is becoming a critical leadership skill
• What restaurant technology leaders should watch next

00:00 Welcome
01:35 Meet Ted Hardy
04:20 Finding Hospitality Technology
07:00 Why Topgolf?
10:20 What Real Technology Transformation Looks Like
16:45 Technology & Guest Experience
20:45 Build vs. Buy
28:45 Robots, AI & Restaurant Technology
35:40 Curiosity & Early Read Club
40:45 Rapid Fire
45:40 Closing Thoughts

AI. Automation. Robotics. Computer vision. Personalization. New ordering and payment experiences.

Restaurant technology is accelerating quickly, but adding more technology doesn't automatically create a better restaurant.

The brands that win will understand which problems are actually worth solving, involve operators in the process, and deploy technology that makes hospitality easier rather than more complicated.

Transformation doesn't happen when the software goes live.

It happens when people actually want to use it.

The ChatGTM Podcast by Inc Tank GTM features candid conversations with the founders, CEOs, operators, technology leaders, authors, and innovators shaping the future of hospitality, restaurant technology, business, and go-to-market strategy.

Hosted by Michael Beck and Chad Horn.

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What's one restaurant technology you think is overhyped, and what's one operators are underestimating?

Tell us in the comments.

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