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The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience by David Norton

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FOREWORD

In my former role as Managing Director at a global IT services company, I had the opportunity to work with Harrah’s/Caesars Entertainment, one of the world’s most illustrious gaming companies. The mission was to create a set of systems that would elevate Harrah’s/Caesars into a customer experience leadership position in the highly competitive Las Vegas casino space. Championed by the CMO, David Norton, this ambitious task would transform customer centricity in the casino industry.

Today, the fact that CMOs have a strong influence over technology spend is a given, but back then it was unheard of. Pioneering today’s CMO model a decade ahead of his time, David was adamant about using data to shape world-class customer experiences, and ...

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