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In Asia’s increasingly competitive igaming industry, developing a player-centric approach is becoming increasingly important to ensure acquisition and retention of customers.
Covid-19 has forced a fundamental rethink of the food and beverage (F&B) industry in order to survive, with one of the most popular features of dining in Asia -- the buffet -- potentially becoming a sacrificial lamb.
The casino industry in Macau grew from US$2.77 billion in revenues in 2002 to over US$45 billion in 2013. Then, in 2015, revenues fell precipitously to under US$29 billion, a fall from which casinos are still reeling.
Over the last fifteen years or so, much has been written about the primacy of customer experience to bolster organizational growth and profitability. Pretty much every large organization claims to compete on the basis of customer experience (CX). Yet, the organizational competencies required to deliver a superior guest experience are seldom understood, let alone aligned.