Why Most Hospitality Tech Fails (with Matt Wallaert)
- S4E10
- 33:43
- March 18th 2026
Jason sits down with behavioral scientist Matt Wallaert to unpack why most hospitality technology fails, not because of features, but because operators were never part of the design process. They discuss demand-side thinking, the gap between tech builders and operators, and why the best technology reduces friction instead of adding steps.
Key Topics:
- Why hospitality tech fails at the operator level
- Demand-side vs supply-side product thinking
- Building technology that reduces friction
- The role of behavioral science in product design
- Why operators should be co-designers, not just end users
About Matt Wallaert: Behavioral scientist, author, and former Chief Behavioral Officer at Clover Health. Matt has built behavioral science practices at Microsoft, Thrive, and multiple startups.
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Hospitality Strategy Lab
Welcome to Hospitality Strategy Lab, the podcast where science meets service. Join host Jason Littrell as he dives into the cutting-edge world of hospitality with interviews from industry pioneers, tech innovators, and behavioral psychologists. Each episode explores how AI, automation, behavioral economics, and data-driven strategies can revolutionize guest experiences and drive repeat business. From practical tips to big-picture insights, we’re here to give you the strategies you need to stay ahead in this ever-evolving industry.
Whether you’re a bar owner, restaurant manager, or hospitality operator, this podcast is your playbook for creating habit-forming guest experiences and sustainable growth.
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Meet Jason Littrell
Jason Littrell is a world-class hospitality consultant, award-winning bartender, and founder of Hospitality Strategy Lab.
With years of experience working at renowned venues like Death & Co in Manhattan and advising top-tier hospitality brands, Jason has a deep understanding of what it takes to create unforgettable guest experiences and profitable bar programs.
As a pioneer in the use of AI, automation, and behavioral psychology in hospitality, he’s passionate about making advanced tactics accessible to operators who want to stay ahead in this fast-paced industry.
Through his podcast, Jason interviews industry leaders, tech innovators, and behavioral science experts, providing actionable insights and strategies to help you elevate your hospitality game.
Whether you’re a bar owner, restaurant manager, or hospitality operator, Jason’s engaging approach and wealth of knowledge make Hospitality Strategy Lab your go-to resource for mastering the art and science of exceptional service.
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