Apac
  • Home
  • News
  • CXO Insights
  • CIO Speaks
  • Whitepapers
  • Partner Conferences
  • Subscribe
  • About us
Apac
  • Agile

    Artificial Intelligence

    Augmented Reality

    Big Data

    Blockchain

    Business Intelligence

    Business Process Management

    CEM

    Cloud

    Collaboration

    CRM

    Cyber Security

    Data Center

    Digital Technology

    Disaster Recovery

    Document Management Systems

    Enterprise Architecture

    Enterprise Asset Management

    Enterprise Security

    ERP

    Gamification

    Geographical Information System

    HR Technology

    Internet of Things

    IT Services

    Mobility

    Networking

    Open Source

    PLM

    POS

    Project Management

    QA and Testing

    Risk Management

    SaaS Solutions

    Security

    Simulation

    Smart City

    Sports

    Startup

    Storage

    Unified Communication

    Virtualization

    Workflow

  • Aviation and Aerospace

    Banking

    Compliance

    Construction

    Contact Center

    E-Commerce

    Education

    Energy

    Engineering

    Field Service

    FinTech

    Fleet Management

    Gov and Public

    Healthcare

    Insurance

    Legal

    Logistics

    Managed Services

    Manufacturing

    Media and Entertainment

    Metals and Mining

    Payments

    Pharma and Life Science

    Procurement

    Retail

    Sales and Marketing

    Telecom

    Travel and Hospitality

    Utilities

  • Amazon

    CISCO

    Corporate Finance

    Google

    HP

    IBM

    Intel

    IT Service Management

    Microsoft

    Oracle

    Red Hat

    Salesforce

    SAP

    VMware

Menu
    • Field Service
    • Banking
    • Oracle
    • Healthcare
    • Compliance
    • Data Center
    • Legal
    • Field Service
    • Workflow
    • Business Intelligence
    • Procurement
    • Insurance
    • Pharma and Life Science
    • Microsoft
    • Home
    • Field Service

    Technology- The Third Facet of Guest Experience

    By John De Angelis, CIO, The Star Entertainment Group

    content-image

    John De Angelis, CIO, The Star Entertainment Group

    We know that the creation of a personalised and engaging guest experience is the key to customer loyalty. It’s something we try to master every day – via our hosts, our dealers, and our hotel and restaurant team members. In essence, to have our employees truly understand and know our guests and look after them as if they were family.

    The most significant change over the past fiveyears has been the role of technology in guest experience, enhancing our ability to deliver personalised and thrilling moments at scale. We have approximately 18 million guests visiting our integrated resorts each year growing to an expected 30 million by 2022. It is our challenge to deliver a memorable and remarkable experience to each of them. Of course, the physical property is critical – the luxurious accommodation, award-winning restaurants and bars, high-end retail, theatres, event centres and nightclubs, and world-class gaming amenities. Then we have our people capability. Team members who create special experiences for our guests every day by hosting them for special occasions, welcoming them by name, knowing their favourite drink. Now, with the emergence of new opportunities in big data, cloud, digital and artificial intelligence, Technology is becoming the third crucial facet of guest experience. Technology provides a crucial connector between the property and our service offering to elevate the overall guest experience at scale and, most importantly, in real time.

    The most notable development has been the emergence of more affordable technology. We were always aware of the potential to drive guest loyalty and create more engaging experiences through better use of data. However, it came previously at such an unsustainable cost, and often with latency issues, meaning the opportunity to apply it during real time guest moments was lost.

    The evolution of cloud technology (in particular in artificial intelligence and advanced data analytics) has been a game changer. It is now considerably more cost effective to house data and infrastructure, and we have more sophisticated software tools to put that data to use in real time.

    Innovation around internet of things (IoT) introduces opportunities to use sensors, surveillance, wifi and operational technology to not only create personalized and in-the-moment guest experiences but also to make our properties safer. For example, sewing together our guest data with license plate surveillance delivers new opportunities to revolutionize the arrival experience for our guests. Knowing when a VIP guest arrives means their personal host can be notified and a memorable arrival delivered, from preparing their favourite drink to reserving their favourite table.

    This same technology also enables us to make our properties safer and more secure.

    The digital landscape has changed the way most organizations use their online and mobile presence. API technology and software-oriented architecture is now expected and we have moved away from monolithic architecture. For us, the ability to quickly and easily integrate with external vendors is critical. There is always a new tool or gaming solution that none of our Australian competitors have, so we need to quickly integrate and have it in front of our guests as soon as possible to maintain a differentiated position in the market.

    So, what’s next? Over coming years, it will be interesting to view the next wave of innovation. In particular, we will see big advancements in artificial intelligence to stay one step ahead of guest preferences. We will also see the emergence of new products in social and skill-based gaming and in-play facial recognition that not only more accurately recognises a guest but also their facial expression during play. It is hard to predict at this stage how these technologies will emerge or whether they will have true revenue driving potential. However, it is fair to say that Technology divisions have a big role to play in opening the door to new opportunities in guest experience and revenue growth.

    Top 25 Field Services Solution Providers - 2018

    Top 25 Field Services Solution Providers - 2018

    10 Most Promising Field Services Solution Providers - 2017

    10 Most Promising Field Services Solution Providers - 2017

    Featured Vendors

    GeoOp

    Dr. Anna Cicognani, CEO & MD

    Asset Edge

    Brendon Stevens, Director

    Field Service Special

    CIO Speaks

    • Field Service Management Lifecycle

      Dean Lane, Executive or CIO Consultant, The Office of the CIO & Mayumi Okada, Executive or CIO Consultant, The Office of the CIO

      Field Force Automation: Where We Are, and Where We Need to Go

      Kelvin Hubbard, COO & CIO, Visual Mobile Technologies, Inc.

      Customer Experience is Pivotal to an Organisation

      Dhiren Savla, CIO - VFS Global & Group Chief Information Officer, Kuoni Group

      Virtualization, Mobilization, and Automation

      George K. Mehok, CIO, Safeguard PropertiesScott Anderson, AVP-Infrastructure, Safeguard Properties

      Need and Importance of IT in the Shipping Industry

      Anjan Deb, GM-IT (CIO), The Great Eastern Shipping

      At the Crossroads of Sports and Technology

      Jerry Mcglynn, CIO, Specialized Bicycle Components

    • Proliferative Innovation via Platform+Agile

      Dr. Steve Hodgkinson, CIO, Department of Health & Human Services in Melbourne, Australia

      Journey to the Cloud - Getting Things Straight

      Alex Konnaris, Group CIO, RMA Group

      Redefining the CIOs role

      David Kennedy, Group CIO, Transaction Services Group

      At the Pinnacle of Smart City Aspirations

      Peter Auhl, CIO, City of Adelaide

      Identifying the Ideal DMS

      Judi Flournoy, CIO, Kelley Drye & Warren LLP

      Transformational Change Challenging Information Technology Teams

      Dave Hudson, CIO, Veritiv Corporation

    Copyright © 2018 APAC CIOoutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy Policy.

    follow on linkedinfollow on twitter
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://field-service.apacciooutlook.com/ciospeaks/technology-the-third-facet-of-guest-experience-nwid-4988.html