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All posts by Sudhir Kale

As a business consultant, speaker and educator, my massive transformative purpose (MTP) has been "partnering phenomenal transformations." I have worked with CEOs, CMOs, CXOs, and CIOs in organizations all over the world to profitably enhance their offerings to employees and customers through creating, sharing and applying knowledge, bespoke consulting, and applying innovative techniques for business transformation. I founded GamePlan Consultants, a boutique organization offering high-end training and consulting to various industries. I combine scientific rigor with hands-on practitioner grounding to provide cutting-edge solutions to my clients. I have a very strong academic and research background with over 4,500 citations of my work complemented by three decades of consulting and training experience. I have conducted over two hundred executive development seminars across five continents on topics such as CRM, Customer Experience Management, and Corporate Culture. My areas of interest are customer experience, service quality, loyalty programs, branding, organizational culture, business transformation, employee engagement, CRM, cross-cultural management, service blueprinting, casino marketing, and responsible gaming. I have published around 150 articles on the topic of gaming. My ideas, analysis, and opinions have been quoted in top media including The Australian, Bloomberg, Australian Financial Review, New York Times, New York Post, The Wall Street Journal, Forbes, ABC News, The Sydney Morning Herald, and several others. I have appeared on several TV programs such as The Project and Insight in connection with topics related to Gaming and Addiction. Specialties: Customer experience, service quality, employee engagement, company values and brand alignment, CRM, service blueprinting (I'm the only one who does this for the gaming industry), customer journey mapping, loyalty programs, service marketing audits, market research, business applications of MBTI, the Enneagram, and business transformation.

18

Aug'21

Casino Positioning in Turbulent Times

I have been a marketing consultant to casinos for over two decades. Before undertaking any consulting assignment that involves marketing, …

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20

Apr'21

VICTORS: Dominate Your Competition Through Superior Customer Experience

A vast majority of businesses today compete primarily on Customer Experience (CX). However, the reality is that for gaming companies …

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28

Mar'21

The 5Es of Great Customer Experience in Gaming

Several casino companies are now making considerable investments in trying to understand and orchestrate the experience they provide to guests. …

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18

Mar'21

COVID-19 and Its Aftermath: Five Trends to Watch

The story of COVID-19 is one of optimism and pessimism, of confidence and nervousness. While the economic, political, and cultural …

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13

Mar'21

Land-Based Casinos: Battered and Bruised By COVID-19

The COVID-19 pandemic has had a huge detrimental impact on the casino industry. With majority of the world’s casinos being …

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