Can technology make the customer experience better without making it feel less human?

In this episode of The GrowthPro Edge, Denise Killian talks with John Keys of CenterEdge about balancing technology, efficiency, and hospitality, and why eliminating friction doesn't always mean automating everything.

John shares why technology should be treated as a tool, not the entire solution. From simplifying transactions and online purchases to walking through your business from the guest's point of view, the conversation explores how small changes can make the experience easier while still preserving the personal touches that guests remember.

What You'll Learn

• How technology can eliminate friction or accidentally create more of it
• Why collecting too much information can hurt the customer journey
• How to evaluate your business through your guest's eyes
• Why hospitality and human connection still matter in a tech-driven experience
• How empowering employees to notice and solve the little things can create a big customer impact
• Why technology should support your team, not distract them from the guest
• How small operational improvements can create better experiences and new revenue opportunities

Technology can make things faster and easier. But the moments that make people feel noticed, welcomed, and valued still come from people.

Find your next edge at GrowthProGroup.com