
Martin Traynor
Chair of the Institute of Hospitality, former Small Business Crown Representative at the UK Cabinet Office, and Managing Partner of Traynor Consulting & Training LLP.
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OCT 5
Aug 13, 2026
#59 - I'm In - The Conversation Gap as an Operational Risk
27:26
27:33
27:48
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27:15speaker_5ADVERTISER
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Martin TraynorGUEST
A few years ago, I had a long conversation with the British Retail Consortium.

Martin TraynorGUEST
And they were explaining to me the difference between, shall we say, Phil, people of our age group and Generation Z and everybody else coming through.

Martin TraynorGUEST
And they found that retail sales were were being influenced by what a company stood for.
21 MINS LATER
48:34
So if we have like, for example, AI answering questions to the guests, or if we have AI, like having remote meetings and having, for example, persons that are managing reservations in the instance, it doesn't really give the same result with the people that actually have met and know the product they are talking about.
