How CitizenM Mastered Hospitality Automation with Mike Rawson (Formerly CitizenM)
Mike Rawson spent seven years as CIO of CitizenM, one of the most tech-forward hotel brands in the world. His biggest lesson? Technology comes last.
In the latest episode of Pillow Talk Sessions, Mike joins me to break down what most hotels are getting wrong about automation and how CitizenM built an NPS score good enough to catch Marriott's attention.
His belief: you shouldn't reach for technology until you understand the real requirement, the business value it will bring, and most fundamentally, the people around it.
In this episode, Mike shares with me:
- Why the speed of AI innovation is making decision-making so difficult for operators right now
- How most operators are currently stuck between paralysis and poor decisions
- The compliance, governance and control conversation nobody in hospitality is having — and why that's going to hurt
- How AI, done right, frees people for the moments that actually move NPS
- What Mike's ideal hotel would look like if he were starting from scratch in 2026
#HospitalityTech #CitizenM #HotelTech #PillowTalkSessions
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