Consumers like interacting with technologies that facilitate their dining experience, like automated ordering and self-checkout. At the same time, most prefer to engage with staff.

Smaller restaurants, like Bagelshop, often focus more on the one-to-one customer experience. As businesses scale, however, owners must decide what moments are most important. The human element, for example, may be critical during the order handoff or for first-time guests.

Technology is also essential for online ordering. Each Gioia’s Deli location runs two businesses – the “in the door” model and the “back of the house” model. In the door employees interact with customers, while the back of the house business is optimized to support Gioia’s to-go orders.