Revolutionizing customer experience - Caesars Entertainment

Summary

In this insightful discussion, Paban Kapor, Chief Commercial Officer at Caesar's Entertainment, shares strategies for revolutionizing customer experience, emphasizing the importance of personalization and quick resolution. Kapor collaborates with Poly AI to enhance guest satisfaction through advanced AI chatbots, contact centers, and streamlined check-in processes. The conversation highlights the integration of technology with traditional hospitality to create a seamless and personalized guest journey, ultimately driving loyalty and revenue.

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Q & A

What is the role of Paban Kapore at Caesar's Entertainment?

Paban Kapore is the Chief Commercial Officer at Caesar's Entertainment, responsible for revenue management, distribution, e-commerce products, the customer-facing website and mobile app, the AI chatbot, contact centers, and the Charter plane program.

Why is the customer experience important for Caesar's Entertainment in terms of revenue?

The customer experience is directly tied to the revenue because a great experience encourages repeat visits and loyalty, which in turn grows the company's database and revenue. It's also costly to acquire new customers, so retaining them with a positive experience is crucial.

What technological advancements is Caesar's Entertainment investing in to improve the customer experience?

Caesar's Entertainment is investing in their website, mobile app, contact centers, and personalization initiatives. They are exploring options like mobile keys, kiosk check-ins, and leveraging AI for customer service to reduce wait times and provide seamless experiences.

How does Caesar's Entertainment plan to use Poly AI to improve customer service?

Caesar's Entertainment plans to use Poly AI to handle customer inquiries through SMS and chat capabilities, with the goal of resolving most calls without human intervention, thus improving efficiency and customer satisfaction.

What is the significance of the Formula 1 race in Las Vegas for Caesar's Entertainment?

The Formula 1 race in Las Vegas is significant as it brings over 100,000 people to the city, providing a major boost to Caesar's Entertainment properties and highlighting the importance of providing a great guest experience during such high-profile events.

What is the importance of personalization in the guest experience at Caesar's Entertainment?

Personalization is key to meeting the diverse needs and preferences of customers, ensuring they have a tailored experience that can include product recommendations, communication preferences, and personalized service during their stay.

How does Caesar's Entertainment measure the commercial impact of customer experience improvements?

Caesar's Entertainment measures the commercial impact through both quantitative KPIs like handle time and customer request resolution, and qualitative feedback such as customer satisfaction surveys and anecdotal evidence of positive experiences.

What is the potential role of biometrics in the future guest experience at Caesar's Entertainment properties?

Biometrics could play a significant role by enabling seamless check-ins through facial recognition, verifying the identity of guests quickly and securely, and potentially integrating with mobile keys for room access.

How does Caesar's Entertainment view the adoption of AI within the company?

Caesar's Entertainment views AI as an essential part of their future, with leadership and key stakeholders championing its adoption to improve customer service and experiences. They believe in the potential of AI to enhance efficiency and personalization.

What advice does Paban Kapore have for other companies considering AI adoption?

Paban Kapore advises companies to take a leap of faith with AI, emphasizing the importance of transparency and demystifying the technology to gain buy-in from both customers and executives. He also highlights the need to rely on experts and to pilot AI solutions to understand their impact.

How does Caesar's Entertainment approach the evaluation of new software providers?

Caesar's Entertainment evaluates new software providers through both qualitative and quantitative assessments. They consider customer feedback, ROI, and the ability of the software to improve customer satisfaction and operational efficiency.