The restaurant industry has embraced software like never before—cloud POS systems, loyalty platforms, and third-party integrations are reshaping operations and the guest experience. But behind every sleek app or online order is a physical ecosystem that still powers the kitchen, front-of-house, and pickup areas.
At the 2025 National Restaurant Association Show, Ian Livesay, product manager in Epson America’s Business Systems Division, spoke about why it’s time to bring infrastructure into digital transformation conversations—not just as a cost center, but as a strategic investment.
From Bottlenecks to Built-In Resilience
With fewer workers available—and higher costs to keep them—many operators are leaning on automation and systems that reduce rework. Whether it’s a mislabeled order or a misfired ticket in the kitchen, every inefficiency costs time and guest satisfaction.
Labeling and display technology may seem mundane, but Livesay noted their impact on labor is real.
“Labeling can really help reduce errors,” he said. “If we can reduce the number of errors that require workers to go back and redo things, we’re saving the restaurant time, money and reputation. We just want to help them get it right the first time and keep customer retention high.”
The Value of Adaptability and Longevity
Restaurants face pressure to keep pace with fast-evolving tech trends, but refreshing hardware every few years is expensive and disruptive. Livesay emphasized that future-ready infrastructure should be designed with durability and adaptability in mind.
“If I were a restaurant owner and my hardware was working, I wouldn’t want to change it,” he said. “Our products are designed to be durable for that reason—just knowing that you can install it and it’ll work for years to come makes me really proud.”
Long-term reliability is especially critical as new use cases emerge—from self-order kiosks to Bluetooth-connected handhelds. Livesay pointed out that many restaurant tech leaders are buying equipment today that they plan to activate fully in the future.
For example, they may be buying a printer that is Bluetooth enabled even though they aren’t planning to use that specific feature for a few more years. Having the option to integrate with and use future technologies makes any hardware so much more valuable.
Balancing Legacy and Innovation
Even the most forward-thinking brands must accommodate legacy systems and mixed-use environments, whether rolling out new concepts or updating high-volume flagship locations. Rather than overhaul entire systems, Livesay said many operators are prioritizing flexible, modular upgrades.
“We serve a wide range of customers – some with legacy systems that need updating, and others who are more forward-thinking and can benefit from flexible, modern solutions,” he explained. “Our goal is to make both the transition and ongoing development as easy as possible.”
That wave of transformation—sometimes fast, sometimes slow—demands infrastructure that can straddle both worlds. For CIOs and CTOs, the goal isn’t just performance today, but ensuring that every device installed can evolve with operations for years to come.
