James Laughlin argues that AI should enhance efficiency behind the scenes, not replace human connection in customer experience. If an AI solution conflicts with your brand values, it's worth pushing back, even if it's cheaper or faster.
When we talk about brand. So for a second, I imagine if you've got a very strong brand DNA, you understand your brand, your values. If something like AI and these quick fixes come along that make you more disconnected with humans, you're going to go, actually, no, that doesn't resonate with our brand DNA.
I would, I'd be screaming at the top of the mountain. No, I mean, if it helps us make better decisions to, you know, product improvement or our, or our hospitality model, or our technology back of the house systems to make it all faster and more efficient, make the restaurant more efficient. Yeah, but if it takes human touch out of the business, I would be pushing back on it big time.
