Human Innovation with Jens Heitland

Jens Heitland

Long form conversations with CEOs and senior leaders on leadership, decision making, and innovation inside complex organizations. Hosted by Jens Heitland, CEO of Heitland Media Group and former Global Head of Innovation at IKEA Centres. © The Jens Heitland Show - Heitland Media Group

  1. Aug 6

    EP259 - Glenn Turner on Trust, Delegation and Scaling RBS to Five Thousand Properties

    Jens Heitland speaks with Glenn Turner, CEO of RBS, a hospitality software company that has grown from around 140 properties in 2020 to nearly five thousand today. Glenn has spent decades inside hospitality and technology businesses, and the conversation moves through delegation, incentives, artificial intelligence and the question of what a business owes the people inside it. Glenn opens with a habit he keeps returning to. If a leader still has a to-do list, something has gone wrong somewhere in how work is being delegated. He replaces lists with regular conversations about where the business is going and why, a story he finds himself repeating constantly as RBS grows through acquisition. The two talk about incentives beyond salary, and how recognition and attention often outlast money as a source of motivation. Glenn walks through the Profits First framework that shapes how a hospitality business has to reserve capital before it spends, since guests stop coming the moment a property looks tired. From there the conversation turns to artificial intelligence, where Glenn describes managing AI agents that watch reviews, invoices and guest communication around the clock, and compares using AI to riding a bicycle with your hands still on the handlebars. Glenn also shares what he learned about trust and succession after a plane crash kept him out of his previous company for months, and the business ran without him regardless. Jens brings in his own experience mentoring young entrepreneurs from across Europe, and the two find the same gap in different generations: the instinct to reach for a solution before the problem itself is understood. Glenn tells a story from early in his career about a workplace argument over smoking breaks, and how the data ended up proving the opposite of what everyone assumed about productivity. Toward the end, Glenn explains a question he asks people on his team that has nothing to do with business at all: how has your faith shaped what is happening for you. It is a question built to get past a rehearsed answer and toward the background that actually explains how someone thinks, which matters in a team spread across cultures and geographies. The two also talk about why hospitality, at its core, will always depend on physical presence, even as digital tools take over everything around it. The conversation closes on where RBS and the hospitality industry are heading, and why Glenn believes real human connection is the one thing technology will never be able to disrupt. Timecode: 00:00 Ep.259_Podcast_Glenn Turner 01:14 The To-Do List Trap 08:48 Building a Profitable Hospitality Business 33:54 AI: Opportunities and Risks 42:58 The Faith Question Guest links: LinkedIn: https://www.linkedin.com/in/jglennturner/ Business: https://rbsgo.com/ Jens Links: https://www.jensheitland.com/links

    EP259 - Glenn Turner on Trust, Delegation and Scaling RBS to Five Thousand Properties
  2. Aug 4

    EP258 - Saren Keang: A Life Built Against the Odds

    Saren Keang: A Life Built Against the Odds I had the chance to speak with Saren Keang in this episode. Her story runs through three countries, two health crises, and one pattern that repeats quietly across a generation. Saren grew up in a small village in Cambodia, in the years after the genocide, when the country was still rebuilding an economy that had almost nothing left in it. Her mother sold food from a bicycle to make two or three dollars a day. Her father had arthritis and could not work. In that environment, a belief took hold. Girls could go to primary school, but nothing more was expected of them. Boys were the ones who continued. That belief was not held by one or two people. It was a system, repeated quietly across a generation. Saren's older sister was pulled out of school at grade four. Her younger sister left at grade nine. Neither of her siblings went on to finish a college degree. Saren watched this happen and understood, early, that the same pattern was waiting for her. Selling clams and grilled chicken wings after school helped pay for her father's medicine, and she kept studying anyway, because education was the only path out that she could see. That decision earned her a scholarship to a university in Bangladesh built specifically to support young women from across Asia, and later a dual master's degree in the United States. She is now the first person from her village to hold two master's degrees from a US university, and the first from her district to hold three master's degrees from two different countries. The cost did not end when she left Cambodia. While completing her third master's degree, Saren was also financially supporting a family of ten back home, and doing so while living with kidney failure and bipolar disorder at the same time. In January 2023, a routine blood test led to an emergency room visit. Her kidney function had dropped sharply, and by March her kidneys were functioning at eight percent. Dialysis followed, three times a week, four hours at a time, and she kept writing her research on the days her energy allowed it. In February of this year, she received a transplant that matched her blood type and antibodies exactly, and she has been recovering well since. A psychotic episode in 2017, not long after losing her father, led to her first bipolar disorder diagnosis. Her family combined traditional healing in a Buddhist pagoda with medication collected from a clinic in the capital. She speaks about the diagnosis directly, without performance, because she wants to reduce the silence that still surrounds mental health in her home country and elsewhere. Two books have come out of this journey, and Saren now mentors high school and college students, particularly newcomers and immigrant youth, on navigating scholarships. That work started informally with young women from Cambodia and is something she wants to extend further. None of this reads to her as exceptional. It reads as a series of decisions made inside a system that told her, repeatedly, to stop. She kept choosing to continue, and now she spends part of her time helping others find the same path. That pattern is worth watching, in Cambodia and anywhere else it shows up. Highlights: 00:00 Arriving in Canada 02:49 Growing up in Cambodia 20:35 Kidney Diagnosis 35:00 Bipolar Diagnosis 41:12 What's Next Guest links: Saren Keang: https://www.linkedin.com/in/saren-keang-796466260/ Jens Links:

    EP258 - Saren Keang: A Life Built Against the Odds
  3. Jul 30

    EP257 - Building in Europe: Capital, Governance, and the Cost of Moving Fast

    What Europe's Latest Deals Reveal About Capital, Governance, and Speed Working across large organizations for close to thirty years, I have learned to watch for moments when two situations look similar on the surface but diverge underneath. This third episode of The European Perspective gave us several of those. Stewart was away this time, so Stephen Brooks and Annette van Berge Henegouwen carried the conversation with me. We started with SAP's investment in Prior Labs, a UK tabular model company that recently raised well over a billion. It reads like a European win, but Stephen pointed out that Microsoft is funding Mistral's infrastructure buildout too, meaning an American hyperscaler is paying for European capability while embedding it into its own cloud. The same question followed us through Humanoid, Cusp AI and Neko Health: Europe is producing valuable companies, but ownership of the growth that follows them is not guaranteed. Annette brought a more hopeful thread from her time at the European Innovation Academy, where three hundred students are building startups from scratch this month. Her point: education systems reward compliance over curiosity, and the skills entrepreneurship actually needs are rarely taught directly. Volkswagen and Continental gave us the sharpest contrast of the episode. Volkswagen is trying to bring its whole organization through a long co-creation process. Continental sold ContiTech to private equity and returned to being a pure-play tire maker. Same pressure, opposite paths, and neither one is obviously right. Banking added another layer, with Berlin's UniCredit and Commerzbank agreement landing the same week as an EU banking reform blueprint. Annette called it integration in theory, ring-fencing in practice. We closed on AI agents, and a mistake I made myself: burning three hundred euros in a single day without checking what the tokens were producing. Several corporates are now shutting agent programs down instead of fixing the measurement problem underneath them. The lesson is not to abandon the technology. It is to measure what it actually costs against what it returns. Timecode 00:00 Welcome & Intro 00:44 Tech & AI: SAP, Mistral, Microsoft 05:08 Success Stories: Funding Roundup 17:00 Transformation & Governance: VW vs Continental 23:46 Banking: UniCredit & Commerzbank 27:45 Entrepreneurial Thinking: Founders Returning 34:28 F-Up of the Week Guests Links Annette Van Berge Henegouwen: https://www.annettevanbergehenegouwen.com/ Stephen Brooks: https://www.linkedin.com/in/stephenabrooks1/ Links: ⁠https://www.jensheitland.com/links

    EP257 - Building in Europe: Capital, Governance, and the Cost of Moving Fast
  4. Jul 28

    EP256 - David Bassuk on Immersive Theater, AI and Building Future-Ready Organizations

    What Immersive Theater Teaches Us About Building Future-Ready Organizations Six years ago, I recorded an episode with David Bassuk from opposite sides of a lockdown. This week we sat together again in the Netherlands, in the same room, and the distance between those two conversations turned out to be a useful place to start talking about readiness. David has spent the years in between working across theater, game design and artificial intelligence, teaching in the United States and Austria while running an immersive production company in China. One of his current projects, called Aurora, blends live theater with a video game system. Actors perform on stage while an AI platform tracks audience reaction through a phone app and feeds it back into the story as the performance continues. It is already commercially funded, and it points to a wider shift in how technology, culture, and human behavior are converging inside a single experience. What interested me most in our conversation was not the technology itself but the concept underneath it. David described future readiness as an extension of ordinary readiness, the same alertness a person has when entering unfamiliar water with a snorkel. Every sense opens at once. The moment part of that awareness gets blocked, a person or an organization becomes vulnerable in ways they cannot see coming. David and I spent much of the conversation exploring what a genuine future readiness lab could look like, built on the same principles as immersive theater. In David's Aurora production, actors step into an arena where the pressure is real, and the audience response changes what happens next. A future readiness lab would ask the same of an executive team, stepping into a constructed environment where a shock actually unfolds and their decisions carry consequences inside the exercise. David added an important layer. The team being tested is no longer only human. Organizations are only beginning to work out how human and artificial intelligence function together inside a single team, and most have not yet built the culture for that integration. None of this removes the uncertainty of the future. It simply changes how prepared a person or an organization is to meet it. David closed our conversation with a line from the poet John Keats, that readiness is all. After twenty years inside large organizations, I have come to see that readiness is less about predicting what happens next and more about how deliberately an organization has practiced being tested before it matters. Highlights 00:00 Reunion In Netherlands 00:32 From Professor To Europe 01:28 Teaching Theater On Zoom 05:08 China Immersive Projects 06:30 Aurora Game Theater Explained 11:06 Edge Creativity Meets Business 16:15 Why China Invests Differently 19:58 Defining Future Readiness 25:05 Business Readiness In Practice 27:51 Imagination And Immersive Learning 32:04 Rethinking Humans In Organizations 34:21 Measuring Creativity And Culture 35:37 Consultants And Identity Gaps 36:40 Innovation Engine Within 37:19 Retail Basics And Culture 39:11 Culture As Immersive Data 41:20 Immersive Learning Rehearsals 42:33 Why Transformations Fail 45:16 Arena Mindset For Leaders 50:12 Scenario Planning Under Pressure 52:47 Consultants Vs Internal Answers 54:50 Human Plus AI Teams 58:54 Edge Teams And Labs 01:03:21 Startup Mentality And Fragility 01:07:34 Readiness Is Everything 01:08:17 Pilot Requirements And Closing Guest links: David Bassuk: https://www.linkedin.com/in/dbassuk/ Website: https://www.davidbassuk.com/ https://www.jensheitland.com/links

    EP256 - David Bassuk on Immersive Theater, AI and Building Future-Ready Organizations
  5. Jul 23

    EP255 - John Glennane on Designing a Business Before You Automate It

    John Glennane traveled from Dublin to The Hague to sit down with Jens Heitland, and the two spent two days talking about what actually holds a business together. John is the CEO of Capventis, a technology and design consultancy, and the co-founder of a project called Glue that reimagines how business and technology should relate to each other. In this conversation, John and Jens work through why so many organizations end up governed by technology they never fully understand, what John calls the four biases that quietly block improvement, and the seven elements of design he uses to take a business apart and rebuild it with intention. They also talk about education, apprenticeship, the role of AI as an accelerant rather than a shortcut, and the difference between a job and a vocation. John is the author of Improve: A Good Idea, written with support from James McCabe. Timecode: 00:00 Welcome Back Netherlands 00:10 Miss O'Neill Lessons 01:26 Choosing Engineering Path 02:44 Education Learning By Doing 06:27 Kids Curiosity And Questions 07:52 Screens And School Tech 10:56 Point Solutions Explained 16:13 Compaq Integration And Ventis 18:58 Business Before Technology 20:38 Evolving Capventis Team 26:40 What Makes Ideas Work 28:01 Why Companies Get Stuck 33:50 Four Biases And Kaizen 41:00 Improvement By Design 43:32 Capability To Mastery 50:01 True Design Seven Elements 50:54 Things And Entities 52:05 Mapping Business Things 52:50 Relationships Matter Most 53:59 Process And Change 55:16 Collections And Knowledge 56:40 Structure The Quintessence 59:14 Space And Time Dimensions 01:00:08 Deconstruct And Reconstruct 01:06:32 AI As Accelerator 01:09:18 Brilliant Basics Adoption 01:14:03 Reinventing Technology Glue 01:23:56 Vocation And Work 01:29:11 Why Write Improve 01:32:31 Who The Book Is For 01:33:52 Closing Thanks And Future Guest links: John Glennane: https://www.linkedin.com/in/john-glennane-bb7496/ Business: https://www.capventis.com/ Jens Links: ⁠https://www.jensheitland.com/links

    EP255 - John Glennane on Designing a Business Before You Automate It
  6. Jul 1

    EP253 - The European Perspective: Capability Without Visibility

    Europe is moving. Most people are not noticing. In episode, Jens Heitland sits down with Stewart Guenther, Stephen Brooks, and Annette Van Berge Henegouwen to go through the biggest European business stories of the week and what they actually mean for executives operating on this side of the Atlantic. This week, the Europa AI consortium secured European Commission funding to build an open-source frontier model in 24 languages. Conduct, a London-based data infrastructure company founded by former Palantir engineers, closed a 51 million Series A. Germany took a 40 percent stake in KNDS and cleared the path for a 20-billion-euro IPO. And the Franco-German FCAS sixth-generation fighter program was canceled after Airbus and Dassault failed to agree on leadership. The conversation moves across AI sovereignty, enterprise data infrastructure, defense investment, drone warfare, entrepreneurial visibility in Europe, and what organizations can learn from a collaboration that collapsed not because of technology but because of ego. Timecode: 00:00 European Perspective: Tech, Policy, and F Up of the Week 01:07 Technology 17:40 Success Story 35:21 Transformation & Change 49:52 Entrepreneurial Thinking 01:05:41 Fuckup of the Week Guests Links Stewart Guenther: https://www.linkedin.com/in/smguenther/ Annette Van Berge Henegouwen: https://www.annettevanbergehenegouwen.com/ Stephen Brooks: https://www.linkedin.com/in/stephenabrooks1/ Links Jens: =========================== Equipment and Software I Use for My Videos and Podcasts    Jens Equipment and Software overview: https://www.jensheitland.com/equipment =========================== Books that I read and recommend. My Book Recommendations: https://www.jensheitland.com/books =========================== Here are the ways to work with me: Speaking: https://www.jensheitland.com/speaking Leadership Skills Assessment: https://www.wearesucceed.com/ =========================== Connect with me!    LinkedIn: https://www.linkedin.com/in/jensheitland/ Facebook: https://www.facebook.com/JensHeitlandofficial/ Instagram: https://www.instagram.com/jensheitland/ TikTok: https://www.tiktok.com/@jensheitland X/Twitter: https://twitter.com/jensheitland Newsletter: https://www.jensheitland.com/newsletter =========================== Subscribe and Listen to The Jens Heitland Show Podcast HERE:  YT: https://www.youtube.com/channel/UCjuSGi1feauCNSER3IKuGWg Web: https://www.jensheitland.com/podcasthome Apple: https://podcasts.apple.com/us/podcast/the-jens-heitland-show-human-innovation/id1545043872?uo=4 Spotify: https://open.spotify.com/show/7H0GWMGVALyXnnmstYA1NL =========================== Subscribe and Listen to The Daily Hint with Jens Heitland Podcast HERE:  YT: https://www.youtube.com/channel/UC2tLdutVh6b6nCBgWQ817eQ Web: https://www.jensheitland.com/the-daily-hint Apple: https://podcasts.apple.com/us/podcast/the-daily-hint-with-jens-heitland/id1722930497 Spotify: https://open.spotify.com/show/4T02uYPvcOrajPC6FgH64r?si=8aab1e7683204160&nd=1&dlsi=0f69c72af017454a

    EP253 - The European Perspective: Capability Without Visibility
5
out of 5
3 Ratings

About

Long form conversations with CEOs and senior leaders on leadership, decision making, and innovation inside complex organizations. Hosted by Jens Heitland, CEO of Heitland Media Group and former Global Head of Innovation at IKEA Centres. © The Jens Heitland Show - Heitland Media Group