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The Venue

The Carlu


444 Yonge St, 7th Fl
Toronto, Ontario M5B 2H4

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Thursday, June 28, 2012

1:45 PM - 2:30 PM
Track: Data Governance (Sponsored by: Stream Integration) View Track

TRACK KEYNOTE: CASE STUDY— MDM-ENABLED GUEST PREFERENCES TO TAKE CUSTOMER SERVICE TO NEW HEIGHTS

Babu Kuttala, Executive Director of CRM, Business Analytics and Internet Solutions, REVEL ATLANTIC CITY

As the tallest structure in Atlantic City, Revel Atlantic City, commonly referred to as 'Revel,' is an integrated entertainment resort, hotel, casino and spa.  Starting from a green-field IT landscape, Revel invested in strategic IT platforms to deliver a next-generation, MDM-enabled guest preferences-driven customer service.  By providing a single view of the guest (SVG) across resort, hotel, casino. spa, restaurant and other key service areas, Revel will improve its marketing ROI by automating significant pieces of the marketing process.  Revel's industry-leading SVG will blend CRM, loyalty and BI solutions to make each guest's stay a unique, memorable and everlasting experience.  This session will provide insight into data governance, data quality and MDM-enabled business outcomes by highlighting the next-generation of MDM-enabled customer service at this $2.4 billion beachfront resort:

  • Enabling "A list" analytics to drive all levels of customer daylife, nightlife, theatrical, spa, and experiential programming
  • Providing point-of-contact, real-time guest preference-driven offers before, during and after the guest visit
  • Maintaining evolving privacy norms while driving new levels of relationship marketing

 

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