Join research and insights consultancy KAM as we sit down with leading voices in hospitality. Each episode explores fresh data, bold opinions and practical advice to help the industry adapt, innovate and thrive.
The hidden cost of hospitality bookings with Matt Richardson from Propeller
In this episode of Hospitality Talks, KAM’s Jo Lynch is joined by Matt, Co-Founder of Propeller, to explore the findings from the new Hospitality Bookings Benchmark, a first-of-its-kind look at how hospitality booking journeys are performing and where the biggest opportunities lie.They discuss why 39% of consumers have abandoned an online booking because the process was too complicated, the ongoing challenge of cancellations and no-shows, and how operators can remove friction without sacrificing valuable customer data.
8 Sept 2026
Why Community Could Be a Pub’s Biggest Commercial Opportunity | Jon Dale
In this episode of Hospitality Talks, Katy Moses is joined by Jon Dale, Strategic Corporate Affairs, External Relations & ESG Lead at Punch Pubs, to explore new research into the economic and social value of the Great British pub (check it out here (https://www.punchpubs.com/socialvalue/))
Katy and Jon discuss what that looks like in practice, from fundraising, local partnerships and sports sponsorship to tackling loneliness, supporting local suppliers and simply giving people a reason to leave the house and connect.Make sure you follow Hospitality Talks for more conversations with the people shaping the future of hospitality.
31 Jul 2026
Sheri Williamson On What Your Customers Aren't Telling You (Until You Ask)
How well do you really know your customers?
In this episode of Hospitality Talks, Katy Moses speaks to Sheri Williamson, Commercial & Marketing Director at Bill's, about how one of the UK's best-loved restaurant brands is using customer insight to fuel growth.
Bill's has recently celebrated its 25th anniversary, expanded to 49 locations across the UK and continues to evolve its customer proposition. Sheri explains why the business invested in independent research, what surprised the team, and how those insights are now influencing everything from menu design and guest experience to new site openings and marketing.
In this episode they discuss:
• Why independent customer research matters• Turning guest feedback into meaningful action• Removing friction from the customer journey• Building on Bill's strengths in breakfast and brunch• The importance of authenticity and the Bill's story• Embedding insight into everyday decision-making• What's next for Bill's as the business continues to grow
Hospitality Talks is hosted by Katy Moses, Founder & Managing Director of KAM.
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