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:

00:00Introduction to Casper Overbeek, citizenM Hotels

03:46Citizen M's Unique Approach to Customer Experience

04:20A Unique Loyalty Program and Digital Experience

12:52Marriott Acquisition and Future Plans

34:27The Importance of Human Connection in Hospitality

37:58The Role of Feedback in Improving Services

41:22Integrating AI in Hospitality

45:48The Future of Customer Experience with AI

51:57Balancing Technology and Human Touch

53:29What's Next for citizenM?

55:42Lightning Round and Experiences as a Customer

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