Maddy Shannon, Head of Product, SpotOn

Restaurant technology is rapidly evolving, driven by major industry shifts like Uber’s acquisition of Delivery Hero and the rise of automated operations in food delivery. The core tension in modern hospitality lies in balancing AI-driven data insights with the need for authentic human connection. While AI can effectively surface guest preferences or diagnose operational inefficiencies—such as declining spend per guest—it cannot replace the nuanced, human-centric service that defines high-end dining. Maddy Shannon, Head of Product Strategy at SpotOn, highlights the point of sale as the critical brain of a restaurant’s tech stack. By breaking down "walled gardens" and providing operators with actionable, data-informed insights rather than raw metrics, technology empowers independent restaurants to improve profitability while preserving the essential, personal nature of the guest experience.