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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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CHAPTER8

Using External Resources

While my bias was always to hire smart people and drive innovation internally, there were certainly times when integrating external experts and provocateurs into the team was critical to our success. As one example, early on we brought in a third party to help complete the more complicated system integration work needed for the launch of our original website at Harrah’s. In working with them to finish that project, we learned that they had a very strong process related to marketing-driven technology projects that ...

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