Skift Live

Casper Overbeek

Director of Customer Experience


Who thinks of people? Casper does.

He thinks about them all the time – because he believes that if we forget about people in this stretching digital age, the one thing that makes hospitality tick will get lost.

Before citizenM, Casper worked for KLM and, always balancing on the axis of customer engagement and digital.
He now brings this experience to citizenM, a hotel brand which disrupted the traditional hospitality industry by – amongst other things – viewing technology and genuine care as equal in importance.

And that view did not change in the times of coronavirus.

Casper and his team were already working hard on building clever journeys, funky websites and an entertaining app, and now, with new Covid-19 demands, they discovered how to bring the contactless promise alive. But if they had built it without thinking of the people, they would’ve missed the purpose entirely.

This is why Casper believes that balancing the digital and the human will remain the cornerstone to the future success of citizenM; and the reason he continues to help citizenM on its journey to be the brand of choice for any modern traveler – even in the new normal.

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