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 <a href="https://dashboard.simplecast.com/accounts/23777964-3f92-42ce-adbc-3e62e0d5b3f0/shows/ea2ed746-6f45-4765-81eb-6c1511bdfd04/episodes/1a180152-9e0f-4138-8979-2639d652cfd8/salesforce.com/agentforce">salesforce.com/agentforce</a>&nbsp;Mission.org is a media studio producing content alongside world-class clients.&nbsp;Learn more at <a href="https://mission.org/">mission.org</a>

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