The World’s Most Customer-Obsessed Hotel Brand
How do you scale a hospitality brand without losing the human touch?
Experts of Experience · Mission.org, Lacey Peace
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Show Notes
CitizenM’s CXO, CDO, and CPO (yes… all three!), Casper Overbeek, joins Lacey to reveal how one of the world’s most innovative hotel brands uses technology to empower people — not replace them. From launching a wildly successful paid loyalty program to redesigning customer journeys with AI and real-time feedback, Casper shares how CitizenM is redefining modern hospitality. Plus, he talks about their recent acquisition by Marriott, how a Slack-integrated feedback loop transformed their ops, and the loyalty that lives beyond points: the subscription model that works.
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Key Moments:
00:00 Introduction to Casper Overbeek, citizenM Hotels
03:46 Citizen M's Unique Approach to Customer Experience
04:20 A Unique Loyalty Program and Digital Experience
12:52 Marriott Acquisition and Future Plans
34:27 The Importance of Human Connection in Hospitality
37:58 The Role of Feedback in Improving Services
41:22 Integrating AI in Hospitality
45:48 The Future of Customer Experience with AI
51:57 Balancing Technology and Human Touch
53:29 What's Next for citizenM?
55:42 Lightning Round and Experiences as a Customer
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