Sudhir H. Kalé, Ph.D

Sudhir H. Kalé, Ph.D. is the Founder of GamePlan Consultants, a company that has consulted for casino clients on five continents. He has been on the faculty at Arizona State University, the world-leading university for Services Marketing. Sudhir has published around 150 articles on the management and marketing of casinos.

Sudhir is the only consultant to have designed service blueprints for large casino clients. Leading casino organizations from all over the world are using service blueprints that he initiated to good effect. He has been a regular speaker at the Global Gaming Expo (in Las Vegas, Manila, and Macau), Gaming, Racing and Wagering Australasia, ASEAN, and at the University of Nevada (Reno) Executive Development Program for senior gaming executives. An eloquent, insightful and often provocative speaker, Sudhir’s views and opinions are routinely quoted by print and broadcast media the world over.

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All Sessions by Sudhir H. Kalé, Ph.D

DAY 3 - Thur, 23 March 2023
14:00

WORKSHOP: The customer has changed, have you?

14:00 - 15:40

Every CEO should have a vision and a plan for dealing with the post-COVID customer. Customer segments, once thought to be stable and unwavering, are now in a state of flux and entropy. Customer satisfaction seems to be on the decline in most industries and loyalty is often the collateral damage. Customers' behaviors and brand preferences have irrevocably changed as have their spending patterns. Old ways to attract and retain casino customers simply don't work. While new technologies have the potentail to better understand the customer and deliver a better guest experience, the organizational wherewithal and culture required to reap maximum benefits from technolgy are often missing. This session will present a holistic approach to understanding and designing the appropriate customer experience. This proven approach engenders customer loyalty and maximizes customer lifetime value.

Conference Sessions

Workshops

Where

Grand Ballroom A @ 2nd Floor