Human Innovation | The Jens Heitland Show

Human Innovation explores leadership where decisions, responsibility, and scale intersect.

Hosted by Jens Heitland, CEO of Heitland Media Group and former Global Head of Innovation at IKEA Centres, the show features long-form conversations with CEOs and senior leaders from international organizations.

Each episode focuses on how leaders think, decide, and navigate complexity, not just what they have built. The conversations move beyond surface level success stories to examine judgment, trade offs, and the human realities of leadership at scale.

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

In this episode, Jens Heitland speaks with Glenn Turner, CEO of RBS, about the discipline behind delegation, the real drivers of employee motivation, and how artificial intelligence is reshaping a hospitality business built on human connection.

Glenn shares why a to-do list signals a leadership problem, why recognition often outweighs money as an incentive, and what he learned about succession after surviving a plane crash in 2014. The conversation covers the Profits First framework, the risk of losing critical thinking to AI, and how growing RBS from 140 to nearly 5,000 properties has changed what customer intimacy requires.