The World’s Most Customer-Obsessed Hotel Brand
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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Experts of Experience
If your customers aren’t happy, they will let you and the whole world know. Loudly. Ever wonder how companies deliver a consistent experience that meets - and exceeds - their customer’s expectations? On this show, we’ll dive deep into the world of customer experience and share how businesses are navigating high expectations and leveraging emerging technology like AI and GPT to create the next great experience for their customers. Hosted by Lacey Peace and featuring some of the smartest business minds of the day, Experts of Experience is your go-to resource for ideas, innovation, and inspiration to level up your CX.
This podcast is presented by Salesforce Customer Success.
- No. of episodes: 86
- Latest episode: 2025-07-02
- Business Management Marketing
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