Ben Heppell - From Digital Innovation to Genuine Guest Connections

March 7, 2025

Episode Length:

01:09:42

In this episode, I’m joined by Ben Heppell, Global Head of Digital at Aqua Restaurant Group, for a proper deep dive into the real world of hospitality, digital, and brand building.

From sharing advice he'd give his 16-year-old self (spoiler: it's all about valuing experience over things) to calling out overhyped nights like that Wembley boxing match, Ben brings the honesty—and a fresh take on what really matters in this industry.

💡 What we cover:

How global teams keep the wheels turning across London, New York, Hong Kong, and beyond.
Why building loyalty today is less about points and more about creating standout experiences.
The tech that's catching his eye—like Distill and Juicy App—and how they're reshaping the guest journey.
What it's really like launching multiple new concepts (hello, Azura and Lucci) and balancing bold ideas with sustainable growth.
The ongoing dance between digital and traditional marketing—and how hospitality businesses can finally get that right.

This one's packed with stories, insights, and proper takeaways for anyone navigating the future of hospitality—whether you're into tech, operations, customer experience, or just love a good brand story.

It’s a big one. You won’t want to miss it. 🚀

🎬 Chapters

(08:33) - Digital Marketing and Hospitality Transition
(14:14) - Navigating Digital Marketing Challenges in Hospitality
(22:55) - Global Team Challenges and Turnover
(31:36) - Challenges in Branding and Hospitality
(37:11) - Challenges and Lessons in Hospitality
(50:02) - Optimizing Booking Journey for Conversion
(54:38) - Restaurant Booking Experience and Challenges
(01:08:20) - Exploring Aqua Group Expansion and Locations

🌟 Ben's Podcast Answers:

⚡️ Best Hospitality Experience: Jo's Neuro Cafe

⚡️ Best Hospitality Tech: Distil.ai, JuicySuite

⚡️ Best Restaurant: Diamant Noir Val Thorens

⚡️ Best Burger: BLEECKER & McDonald's Big Mac

#Hospitality #Marketing #Tech #AquaRestaurants #CustomerLoyalty #RestaurantMarketing #CaptiveConversations