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. Based on early feedback, the results have been varied across properties. Specifically, those casino operators who understand their customers and make active inflections along the customer journey based on customer feedback are far more likely […]
The fate of a Colombian “stacker stealer” in Vietnam
Mr X received a heavy sentence for “stealing” more than 1 billion VND at a game machine. Wednesday, August 24, 2020 When he went to play at the Vegas Club in the center of Ho Chi Minh City, Mr X (*Ref Update number 019959) discovered that the unlocked money box was open and was stolen. […]
The Casino Marketing Planning Process
THE GOALS OF CASINO MARKETING The goal of business is to generate profits1. To the task of achieving profit goals, the casino resort applies a multi-disciplinary approach including such disciplines as Human Resources, Accounting/Finance, Operations and Marketing. The objective of the marketing discipline is to create demand for the business utilizing two primary approaches: Product […]
Ukrainian Gambling on the Tight Rope (Outlook before the law was passed)
Everyone knows at least a bit about the rollercoaster drama that the Ukrainian gambling scene has been for the past 3 decades. Before the 2009 gaming ban, the country was a typical eastern European state as far as the gambling industry was concerned. Riddled with mafia presence and sometimes even violence. I very much remember […]
Personalization the artificial intelligence way
“AI is one of the most important things humanity is working on. It is more profound than, I dunno, electricity or fire.” Sundar Pichai, CEO, Google We seem to be living in the age of AI. Everywhere you look, companies are touting their most recent AI, machine learning (ML), and deep learning breakthroughs, even when […]
First-time casino visitors
Who are they? First-time casino visitors. This is the question every duty manager has to ask themselves when a big player (players) appears on their gaming floor. They may have arrived in a junket group from some unknown gaming jurisdiction or they may have just arrived on business to your city. If they are […]