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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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CHAPTER14

Leadership

Leadership is absolutely critical to achieve a customer-centric and analytically driven culture. The CEO of the organization must embrace this approach and challenge the status quo by asking questions and seeking data-informed arguments and recommendations. As well, the CEO must be willing to find the balance between having business unit or brand autonomy and a centralized function that builds capabilities that drive change with equal authority to the operators. Too often, I have seen companies that want their “corporate” ...

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