Caesars Entertainment believes it has seen the digital future
September 13, 2018 9:31 AM
by Robert Mann
Caesars Entertainment believes it has seen the digital future and that future is now.
The hospitality giant announced today (Thursday) that it’s is joining forces with the global consulting agency Bluewolf, an IBM Company, and Salesforce, a leading customer relationship management concern, in a new guest enhancement initiative.
The companies believe that a new generation of customers is now focused on digital experiences and brands. Caesars, in seeking unique ways to differentiate itself, says it has formed the new alliance to create “unforgettable experiences for its guests and enhance customer service—both of which will result in long-term customer loyalty”.
"With properties across the globe and approximately 115 million guest visits per year, Caesars Entertainment has a diverse customer base who enjoy a variety of unique experiences," said Jennifer Nocco, VP Marketing and Strategy, Caesars Entertainment. "Some guests are focused on our fine dining experiences or gaming, while others are interested in seeing a show by one of our world-class performers. Our partnership with Bluewolf and Salesforce allows us to better understand their needs and helps us take our customer service to the next level."
Caesars Entertainment’s plan is to begin aggregating legacy systems and historical customer data from multiple sources to create one unified customer profile (UCP) thus connecting the company into all aspects of the guest experience—from gaming to dining, entertainment and shopping—enabling its marketers to personalize communication and incentives in real-time.
Caesars will use Salesforce to identify the interests of guests, such as their favorite music or cuisines, and send them relevant offers and suggestions, allowing Caesars to deliver personalized experiences in real-time via its mobile app.
"The casino industry is undergoing changes that have operators searching for new ways to increase engagement and loyalty with customers," said Taimur Khan, Salesforce GM and Vice President of Travel, Transportation and Hospitality. "With Salesforce, Caesars can tap into individual affinities to build highly personalized hospitality and gaming experiences that keep their guests coming back year after year."