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cover of episode The World’s Most Customer-Obsessed Hotel Brand

The World’s Most Customer-Obsessed Hotel Brand

2025/6/25
logo of podcast Experts of Experience

Experts of Experience
AI Deep Dive AI Chapters Transcript
People
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Casper Overbeek
Topics
Casper Overbeek: 作为CitizenM的CXO、CDO和CPO，我深信科技应该服务于人类，而不是取代人类。我们利用技术让人与人之间建立更人性化的连接，创造神奇时刻。我们的数字化解决方案旨在提供客户便利和一致的客户体验。在CitizenM，员工的唯一KPI是客户满意度，我们绝不会以牺牲热情欢迎为代价来提高效率。我始终认为，人际互动是让住宿体验最重要的一部分，这是AI永远无法取代的。我们致力于将AI融入我们的战略和思维方式中，并主要关注代理AI。未来，我们希望AI能够直接位于核心或后端系统上，取代中间系统，从而进一步提升效率和服务质量。

Deep Dive

Chapters
Casper Overbeek's roles as CXO, CDO, and CPO are explored, highlighting the integration of customer experience, digital strategy, and product development at CitizenM. The challenge of balancing these responsibilities in a growing company while maintaining customer focus is discussed.
  • Casper Overbeek holds the positions of CXO, CDO, and CPO at CitizenM.
  • CitizenM's approach integrates customer experience, digital strategy, and product development.
  • The company prioritizes maintaining a cohesive customer journey.

Shownotes Transcript

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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*Mission.org is a media studio producing content alongside world-class clients. **Learn more at *mission.org)