Why can’t hospitality be reinvented? That was the question in Robin Chadha’s mind when he joined and helped launch citizenM hospitality group in 2008. In this episode, we talk to Chadha about what differentiates citizenM from other hotel groups, how to embed design thinking into an organization, the critical need to always keep the customer’s needs first and foremost, and finally, how technology can help you think ahead and stay innovative.