The World’s Most Customer-Obsessed Hotel Brand
How do you scale a hospitality brand without losing the human touch?
Episode 85 of the Experts of Experience podcast, hosted by Mission.org, Lacey Peace, titled "The World’s Most Customer-Obsessed Hotel Brand" was published on June 25, 2025 and runs 63 minutes.
June 25, 2025 ·63m · Experts of Experience
Summary
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. Hit that like, subscribe, and tap the bell to stay up to date on visionary customer experience leaders. Key Moments: 00:00 Introduction to Casper Overbeek, citizenM Hotels03:46 Citizen M's Unique Approach to Customer Experience04:20 A Unique Loyalty Program and Digital Experience12:52 Marriott Acquisition and Future Plans34:27 The Importance of Human Connection in Hospitality37:58 The Role of Feedback in Improving Services41:22 Integrating AI in Hospitality45:48 The Future of Customer Experience with AI51:57 Balancing Technology and Human Touch53:29 What's Next for citizenM?55:42 Lightning Round and Experiences as a Customer –Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.
Episode Description
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.
Hit that like, subscribe, and tap the bell to stay up to date on visionary customer experience leaders.
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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Are your teams facing growing demands? Join CX leaders transforming their AI strategy with Agentforce. Start achieving your ambitious goals. Visit salesforce.com/agentforce
Mission.org is a media studio producing content alongside world-class clients.
Learn more at mission.org
Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.