𝗧𝗵𝗲 𝗸𝗲𝘆 𝘁𝗮𝗸𝗲𝗮𝘄𝗮𝘆? AI is not replacing word of mouth or social media. But it is becoming another important part of the discovery mix. For operators, that means understanding where AI now sits in the customer journey, and what guests are actually using it to find out

Findings from Zonal's 'The New Age of the Pub Service' consumer research also highlight just how varied guest preferences on tech remain, with 66% of pub-goers still preferring to order at the bar, while 34% favour ordering and paying at the table through an app or website.

𝗪𝗵𝗮𝘁 𝗲𝗹𝘀𝗲 𝗶𝘀 𝗶𝗻 𝘁𝗵𝗲 𝗿𝗲𝗽𝗼𝗿𝘁? ✔ How do consumers actually use AI? ✔ The five things’ guests most want to know from AI when looking for a venue ✔ How much consumers trust different sources of information about hospitality venues

For operators, the opportunity is to understand how discovery is changing now, and what that could mean for visibility, search and the wider guest journey.