![]() ![]() Today, technology moves at break-neck speed and it can offer the potential of anticipatory capabilities, but it also comes with a confusing variety of technology and technological terms-Big Data, Cognitive Computing, CX, Data Lakes, Hadoop, Kafka, Personalization, Spark, etc., etc. It is also a powerful branding channel that can be utilized to both understand a casino's position in the market, as well as a place to benchmark its position against its competitors. Social media is no longer a vanity platform, but rather a place to both connect with current customers as well as court new ones. Connected devices can help with inventory optimization, supply chain management, labor management, waste management, as well as keep its data centers green and its energy use smart. ![]() An IoT connected casino can make its operations smart. Labor needs are also considered and alerts can be sent to the required or unneeded staff. A whole other sequence of events gets triggered as the player’s favorite table is prepared, his favorite, and his or her Theo gets added to a real-time table games revenue management model that takes into account his personal play. Facial recognition technology can spot a customer stepping onto a casino bus at the Macau/China border and that set off alerts that can notify a host on the floor, a restaurant manager, a dealer, or even the hotel’s GM should the player be a high-end VIP. The book details how the five types of analytics-descriptive, diagnostic, predictive, prescriptive, and edge analytics-affect not only the customer journey, but also just about every operating function of the casino. The Predictive Casino reveals how these and other technologies can help shape the customer journey. Today, technology such as AI, Machine Learning, Augmented Reality, IoT, Real-time stream processing, social media, and wearables are altering the Customer Experience (CX) landscape and casino operators need to jump aboard this fast moving technology or run the risk of being left out in the cold. The Predictive Casino is a casino that utilizes the latest technological developments to connect with its customers to deliver an exceptional personalized experience to each and every one of its patrons. ![]()
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