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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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CHAPTER6

Hiring Practices

There are several consistent trends that I have seen that limit progress in making significant change toward customer centricity. The first is that the executives who do the hiring still have a very strong bias toward hiring people that have the specific industry experience the executives have. While, of course, there is merit to this in terms of the person’s knowing what drives the business, more often than not it leads to modest incremental change as opposed to the transformational change that can occur when someone ...

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