Pillow Talk Sessions · 2026-05-07 · 43 min
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.
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