Could IBM Help Caesars Entertainment Boost Customer Experience?



How could IBM help Caesars Entertainment?

IBM’s (IBM) global consulting firm Bluewolf has formed a strategic alliance with Caesars Entertainment (CZR), a leading diversified gaming and entertainment firm, to enhance its customer experience. CZR has simultaneously chosen Salesforce, the leading CRM (customer relationship management operator), to help improve its guest experience.

Caesars Entertainment has 47 casinos inside and outside the United States. It continues to look for innovative ways to attract customers. Technology can thus play a huge role in boosting customer service by collecting customer information and taking action accordingly. The use of technology could also allow the gaming company to properly manage all its casinos and resorts from a centralized location.

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Bluewolf will assist Caesars Entertainment in forming a unified customer profile by gathering all the historical customer information. That could help the gaming operator understand the tastes and preferences of its customers, from gaming to dining. Keeping records of its transactions could help Caesars Entertainment target its customers better, including marketing various promotional offers on a timely basis.

According to Eric Berridge, Bluewolf’s CEO, “We’re building a platform for Caesars that will enable them to scale and deliver unforgettable experiences for every guest.”

Past deals

In September, IBM struck a deal with Sally Beauty, one of the world’s leading specialty retailers and distributors of professional beauty supplies. Bluewolf will be working jointly with IBM to support its digital business concept.

Also in September, engineering firm Fluor (FLR) selected IBM Watson AI to do a predictive analysis of its large projects. The ongoing digitalization trend across various industries is allowing IBM to land more contracts. From the graph above, you can see the revenue trend for IBM in the last five quarters.


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