Marriott, the world’s largest hotel company, has been around since the 1950s. How is this old company still an innovation leader? This week, we’re at Marriott headquarters with Jennifer Hsieh, Vice President of Insight, Strategy & Innovation at Marriott International.

Listen to this episode to learn:

-How Marriott designs a deep customer understanding into its concepts and guest experiences

-Some of the challenges and perils of human-centered innovation in a global company

-Advice for customer experience and innovation leaders about how to balance creativity, strategic thinking, and an unrelenting focus on customers