From AI implementation to impact with John Raguin from CrunchTime, Tim Cross from Caffè Nero UK, and Andrew Winter from SSP Group plc

In this episode, we're joined by Tim from Caffè Nero, Andy from SSP, and John from CrunchTime for a no-nonsense conversation about AI in hospitality. What's actually delivering ROI, what's failed, and what the future looks like for operators on the ground. Less LinkedIn hype, more real talk.

What's Actually Working

AI forecasting is the clearest ROI win — CrunchTime saw adoption jump from ~1% to 50% of locations in 12 months

Caffè Nero is piloting AI-driven stock availability and assisted ordering

SSP is using AI for labor forecasting, trading hour optimization, and upsell recommendations

The Data Problem

Bad data kills AI results — CrunchTime's own support AI was 3% accurate until they cleaned up their data sources

The sweet spot for forecasting data: 400 days (more doesn't meaningfully improve accuracy)

82% of UK operators use tech forecasting, but average accuracy is only 62%

Change Management is the Hard Part

John: The #1 reason implementations fail isn't the tech — it's change management in operations

Andy: SSP is shifting from technology-led to business transformation-led change

Keep humans in the loop — let GMs enrich AI forecasts, not just override them

What's Coming

Voice-based AI for managers: ask your phone for stats or tomorrow's forecast, no back-office report needed

Managers move from the back office to the floor — John's timeline: 5–7 years for widespread adoption

One Piece of Advice Each

John: Pick a small pilot with engaged managers and start there

Andy: Understand the business problem first — don't implement tech for tech's sake

Tim: Find an internal AI subject matter expert; you don't need a Head of AI