Exclusive: Lightspeed on why tech and AI are 'key' to hospitality's future

Techday NZ

7 hours ago

Australia's retail and hospitality sectors are under pressure - and Nicole Buisson says the answer isn't more belt-tightening, but smarter tech.
Buisson, Managing Director, APAC and Rest of World at Lightspeed Commerce, says artificial intelligence, automation and fast access to capital will play a central role in helping businesses survive the downturn and rebuild growth.
"Retailers and restaurants are significant parts of our economy and our day-to-day experience," she said. "But it's not easy out there right now."
Buisson joined Lightspeed 10 months ago, and adopted the newer 'rest of the world' remit in February.
Cost-of-living, labour and capital still biting
Inflation and the cost-of-living crisis are reshaping consumer behaviour - and Lightspeed's latest 2025 Hospitality Insights and Dining Dynamics report offers a window into what's changing.
"People are becoming more cost-conscious," Buisson said. "They're skipping dessert, choosing lower-priced dishes or even sharing meals."
The report backs this up: 40% of venues reported customers opting for cheaper menu items
34% saw diners skipping dessert
29% noticed fewer appetisers or drinks being ordered
And 25% said guests were cutting visits short or dining for less time
Despite the shift in habits, demand hasn't disappeared. Australians dined out 41 times on average in 2024 - up from 38 in 2023 - and drinking out increased 22% year-on-year. Takeaway rose 34%, showing people still want to engage with food and hospitality; they're just doing it differently.
Labour costs remain another top concern. "This is hitting everyone, but especially hospo," Buisson said. "Tech can't replace staff - but it can handle admin, automate ordering, and free up people to focus on service."
Access to capital is the third major challenge. "It's still incredibly hard for small businesses to get funding from traditional banks," she said. "Lightspeed Capital, our merchant cash advance product, lets them access funds fast, based on their card sales. That's vital for managing seasonal peaks like Christmas or public holidays."
Nicole Buisson speaking at the Restaurant Technology Show in Melbourne last month.
AI makes its move into hospitality and retail
One of Lightspeed's biggest bets for 2025? Artificial intelligence.
"We're building AI tools that cut through repetitive work - like inventory, ordering, or staff scheduling - so businesses can spend time where it counts," Buisson said.
According to the 2025 report, businesses are increasingly leaning on tech to drive productivity:
Retailers spend over 20 hours a week on inventory
AI-driven recommendations and seasonal forecasts can cut that dramatically
Restaurants can use AI to analyse dish profitability or suggest menu changes on the fly
Buisson said the company is focused on building accessible AI, not just high-end enterprise tools. "AI can feel abstract - but when it saves you five hours on ordering, or tells you which $32 dish isn't worth it, it becomes essential."
Menu trends: personalised, premium and plant-based
The report also dives deep into menu trends for 2025 - and where customer demand overlaps (or doesn't) with what venues are planning.
Key shifts include: A continued push for personalised and premium options
Strong interest in dietary-friendly and sustainable dishes
Rising interest in alcohol-free drinks, functional foods, and limited-edition menus
Buisson said: "There's a mismatch emerging - 24% of customers say they don't have strong preferences, but venues are investing heavily in innovation. Our role is to help them make smart decisions based on real data."
Solo dining also emerged as a standout trend. "The average Aussie dined alone 49 times in 2024," she said. "It's a cultural shift - and businesses need to cater to that. It's about making every experience comfortable, no matter how many people are at the table."
Beyond POS: an end-to-end platform
Lightspeed has long outgrown its roots as a point-of-sale system.
"Old-school POS was fragmented and server-based. That doesn't work with modern data needs," Buisson said. "Our cloud-based platform unifies payments, operations and capital—so businesses get visibility and control."
That also means enabling omnichannel sales - from physical stores to online orders and marketplaces. "Commerce today is everywhere," she said. "We build tools that let you run across channels without complexity."
Culture, values - and the return of dogs in the office
Buisson is also prioritising culture and values, noting that "many tech firms are pulling back from diversity and inclusion - but we're doubling down."
Lightspeed's offices in Melbourne, Sydney and Auckland are going all in on flexible culture.
"Our people are back in the office, and they're bringing their dogs too."
Real businesses, real outcomes
Lightspeed's tools are already making a difference for Australian venues.
Build-A-Bear, for example, uses Lightspeed's gift card system to run its 'Honey Money' loyalty feature across ANZ. "It's seamless for staff and customers - and it builds deeper relationships," Buisson said.
Or take Gemelli, an Italian restaurant in Queensland. "They replaced their ageing POS with our platform," she said. "Now their general manager can check lunch sales in real time - and know exactly what menu items to tweak."
What's ahead?
Buisson says the road ahead is about faster insights, smarter automation, and more accessible capital.
"We're seeing resilient demand - even with tough headwinds. Our job is to give businesses the tools to stay competitive and keep delivering great experiences."
And for those hesitant to dine solo, Buisson had one final message.
"Get out there. Treat yourself. There's nothing to be afraid of."