MARKETING - Maintaining the Human Touch in a Technology Saturated Age
As more and more interactions that once required human interaction are automated, casinos are wrestling with the question of how to strike a balance between customer demand for ease, the potential to reduce costs and the need for useful face-to-face contact and all the opportunity that comes with it. In this session, we will discuss how operators can strike a balance between the ease of self-service while maintaining necessary access to personnel. What functions are customers demanding to be automated; where are human interactions still indispensable; and what role can technology play to actually help make customer-facing jobs more efficient without eliminating the personal touch?
Luigi Mastropietro, VP Relationship Marketing, Everi
Casey Cohen, Interim Chief Marketing Officer, Hippodrome Casino, London
Linda Gordon, Director of Gaming Client Development, SCA Gaming
Steve Neely, General Manager, Rolling Hills Casino