Key Topics and Takeaways from FSTEC 2024’s Innovation Forum

This year at FSTEC, three esteemed members of the restaurant industry sat down with Crunchtime to discuss hot topics shaping the technological landscape in 2025. Moderated by Crunchtime’s James Byrne, Director of Enterprise Sales, the panel discussion covered a variety of technology-related topics, including increased automation and AI, data analytics for deeper business intelligence, and tech stack consolidation and integration. These technologies will be increasingly relevant as the industry looks toward the future. 

Meet the Panelists:

Dave Karpinski is the Director of Restaurant Technology for Ascent Hospitality, the parent company of Perkins and Huddle House. Ascent has been a Crunchtime customer since 2012, and it has 568 locations nationwide, both corporate-owned and franchisees. Dave has overseen the implementation of Crunchtime and other technologies for both concepts.

Dawn Gillis is the Senior Vice President & Chief Information Officer of Golden Corral, “America’s favorite buffet chain.” Golden Corral has been a Crunchtime customer since 2003 and has 353 locations with a 99% franchised rate (only three corporate locations). Golden Corral has also recently launched a quick-service restaurant concept called Homeward Kitchen with two locations. Dawn is tasked with leading the brand's digital growth strategy, modernizing Golden Corral's technology stack, and contributing to the company's new concept, Homeward Kitchen.

Chris White is the Senior Director of Inventory and Menu Systems for OTG. OTG has been a Crunchtime customer since 2015 and manages a wide variety of brands that operate strictly out of airport terminals. With 350 locations across 11 of the world’s busiest airports in the U.S. and Canada, OTG aims to reimagine the airport experience to enhance the customer's journey and help them travel happier, healthier, and more connected. Chris has played a key role in optimizing backend data structures for fast and more efficient retrieval and updates.

Each of these brands had several high priorities this year, with a focus on maximizing efficiency and accuracy. Let’s get into two key topics and major takeaways from the session.

The Role of AI

The role of artificial intelligence in the industry was a key topic that was discussed during the panel. In the early years of AI, it seemed underbaked as some early adopters were using AI products that were untested or even apps that claimed to incorporate AI when they were really offering the same product as years prior. As the dust has settled in recent years, AI has improved and the best uses of it have become more readily apparent. Chris believes that the most important role of AI in the industry is with regard to data. He mentions that their brands generate more raw data from so many places, that a single team couldn’t possibly hope to manually dig through it all, much less condense it into meaningful outcomes. With the combination effort of utilizing AI along with having members of the team validate results, data management becomes much more attainable, which Chris believes is the key to the future of the industry. 

Dawn believes the three most important uses of AI tools in the industry are AI for productivity, AI for insights, and AI for automation. One example she mentioned of AI for productivity is using natural language processors to help enable more effective communication. With regards to AI for insights, she echoed Chris’ sentiment of the importance of using AI to effectively manage data, reducing the sometimes insurmountable never-ending workload for data analysts. This allows them to spend more time trying to interpret the data rather than spending all their time simply managing it. With regards to AI for automation, one practical implementation of this is using AI to record and transcribe meeting notes. This is just one example of the many ways AI can be used to automate simple processes.

Tech Flexibility

One consideration many brands are making is tech stack consolidation, where they search for all-in-one platforms to fit all of their business needs. The panelists are wary of this line of thinking, as these solutions often provide services that are lacking in certain areas. Dave mentions how they can be appealing since they deliver everything in a box, but you then become stuck with them. These systems are arduous to replace, so the most important component is to find the right fit for business needs.

Dawn agrees that the all-in-one solution can be dangerous as it locks you in. She prefers best-of-breed solutions that give you exactly what you need while retaining the flexibility to extend to other solutions as needed. 

Chris advocates for a mix-and-match approach to fit your needs. Since OTG deals with a staggering number of brands, each brand may need a different solution. He mentions that he has found all-in-one solutions acceptable in some areas but feels the need for best-of-breed in others. He believes that the true key is integration capabilities, which allow you the flexibility to mix and match as you see fit.

To learn more about how these brands and others are utilizing technology to drive growth, check out our guide designed to help you grow with confidence.