Big things just dropped at CaptiveWiFi.

In this episode Adam Forman walks through the most significant platform update in CaptiveWiFi's history. No guests, no interviews — just a straight-talking rundown of everything that has just shipped and what is coming next.

Covered in this episode: the Live Guest Dashboard, built after a conversation with Ben Heppell from Aqua Restaurant Group, now pulling in real-time spend data, loyalty points, CRM tags and a VIP triage from SevenRooms, ResDiary, Airship, Me&U and Klaviyo. A major feedback upgrade with new templates, emoji ratings, WhatsApp and SMS delivery, and SevenRooms feedback reporting. Competitor analysis against up to five locations. Fully branded scheduled email reports. Two brand new WiFi portal designs. And gamification — scratch cards, spin to win and shake to reveal, with live voucher integrations from Airship and Square.

If you work in hospitality and you want to know what connected guest data actually looks like in practice right now, this is the episode to start with.

#CaptiveWiFi #HospitalityTech #GuestExperience #Gamification #GuestData #ProductUpdate #CaptiveConversations

What does it actually take to bring a guest back? Not through aggressive re-targeting or bulk email sends, but in a way that fits inside a premium hospitality experience and makes the guest feel genuinely valued?

In this episode, recorded live on stage at HT360 at ExCeL London, Adam Forman sits down with Ben Heppell, Global Digital Marketing Director at Aqua Restaurant Group.

They talk about the repeat guest challenge that sits at the centre of Ben's role, why ecommerce tactics do not translate into premium dining, and what changes when you start connecting WiFi visit data to your reservation and CRM systems. Ben also shares how Aqua changed the way they measure repeat guest rate and what that revealed about the real problem underneath a metric that looked fine on the surface.

A grounded, honest conversation from a practitioner doing this work in real venues, in real time.

#CaptiveConversations #HospitalityMarketing #GuestRetention #HospitalityTech #CaptiveWiFi #RepeatGuests #HT360

The guest journey doesn’t start at the door anymore.

It starts long before that.

In this episode of Captive Conversations, Adam Forman sits down with Natalie Dunning, CEO and Founder of Kitch, to unpack how hospitality is changing and why brands need to rethink how they attract, understand and retain their guests.

From data and CRM to TikTok, discoverability and automation, Natalie shares a clear view of where the industry is heading. This is a conversation built on real experience, from growing up around restaurants to building a business focused on helping hospitality brands connect the dots between marketing, operations and guest behaviour.

What stands out is how much has shifted.

Guests are discovering brands in completely different ways. Loyalty is no longer just about points. And the brands that are winning are the ones thinking more like ecommerce, building relationships before a guest even walks through the door.

This episode is a reminder that hospitality is still about people.

But understanding those people now starts much earlier.

#hospitality #guestexperience #marketing #crm #restaurants #data #captiveconversations