The Predictive Casino

The Predictive Casino is a casino that utilizes the latest technological developments to connect with its customers to deliver an exceptional personalized experience that will keep them coming back. Today, technology such as AI, Machine Learning, Augmented Reality, facial recognition, IoT, Real-time stream processing, social media, and wearables are altering the Customer Experience (CX) landscape and casino operators need to jump aboard this fast moving technology or run the risk of being left out in the cold. The Predictive Casino reveals how these and other technologies can help shape the customer journey as well as provide insights into every facet of the business.

The book details how the five types of analytics—descriptive, diagnostic, predictive, prescriptive, and edge analytics—affect not only the customer journey, but also just about every department in a casino operation. Facial recognition technology can spot a customer stepping onto a casino bus at the Macau/China border and that can set off alerts which will notify he necessary departments, where that is a host on the floor, a restaurant manager, a dealer, or even the hotel’s GM should the player be a high-end VIP. A whole other sequence of events can get triggered as the player’s favorite table is prepared, his favorite meal is cooked, and his or her Theo gets added to a real-time table games revenue management model that takes into account his personal play. Labor needs are also considered and alerts can be sent to the required or unneeded staff. An IoT connected casino can make its operations smart. Connected devices can help with inventory optimization, supply chain management, labor management, and waste management. With machine learning algorithms, data centers can be kept green and their energy use smart.

For a casino operator, social media is no longer a vanity platform, but rather a place to both connect with current customers as well as court new ones. It is also a powerful branding channel that can be utilized to both understand a casino's position in the market, as well as a place to benchmark its position against its competitors. Today, technology moves at break-neck speed and it can offer the power of deep customer understanding and insight, but it also comes with a confusing variety of technology and technological terms--Big Data, Cognitive Computing, CX, Data Lakes, Hadoop, Kafka, Personalization, Spark, etc., etc.

The Predictive Casino will help make sense of it all, so that a casino executive can cut through the confusing clutters of technological jargons and understand why a Spark-based real-time stream processing data stream might be preferable over a TIBCO Streambase one, or an even IBM InfoSphere one. Or maybe not. This book will help casino executives break through the technological clutter so that they can deliver an unrivaled customer experience to each and every patron coming through their doors.

The Predictive Sports Book

For a sports betting operator, social media is no longer a vanity platform, but rather a place to both connect with current customers as well as court new ones. It is also a powerful branding channel that can be utilized to both understand a sports book's position in the market, as well as a place to benchmark its position against its competitors. Today, technology moves at break-neck speed and it can offer the power of deep customer understanding and insight, but it also comes with a confusing variety of technology and technological terms--Big Data, Cognitive Computing, CX, Data Lakes, Hadoop, Kafka, Personalization, Spark, etc., etc.

The Predictive Sports Book will help make sense of it all, so that a sports book executive can cut through the confusing clutters of technological jargon and understand why a Spark-based real-time stream processing data stream might be preferable to a TIBCO Streambase one, or an even IBM InfoSphere one. This book will help sports betting executives break through the technological clutter so that they can deliver an unrivaled customer experience to each and every patron who comes through their doors or browses onto their website.

The Predictive Airliner

The Predictive Airliner is an airline that utilizes the latest technology to deliver an exceptional personalized experience to each and every passenger. Today, technology such as Artificial Intelligence, Machine Learning, Augmented Reality, IoT, Real-time stream processing, social media, streaming analytics and wearables are altering the Customer Experience (CX) landscape and airlines need to jump aboard this fast moving technology or run the risk of being left out in the cold.

The Predictive Airliner reveals how these and other technologies can help shape the customer journey. The book details how the five types of analytics—descriptive, diagnostic, predictive, prescriptive, and edge analytics—affect not only the customer journey, but also just about every operational function within an airline. An IoT-connected airline can make its operations smart. Data collected at multiple company and customer touch points can be utilized to increase customer satisfaction, as well as make the airline more profitable. 

The book details how airlines can use analytics to build a better airline. By utilizing AI, machine learning, and deep learning airlines can monitor the health of their airplanes, ensure employee satisfaction, and deliver an award-winning customer experience. Analytical processes like decision trees, k-means clustering, logistic regression and neural networks are explained in detail, with specific use cases for the aviation industry. Edge analytics, sentiment analysis, clickstream analysis, and location analysis are seen through the customer intelligence lens to ensure passengers are treated in a personalized way that will increase their loyalty. Connected devices can help with inventory optimization, supply chain management, labor management, waste management, as well as keep the airline’s data centers green and its energy use smart.  Social media is no longer a vanity platform, but rather it is a place to both connect with current customers, as well as court new ones. It is also a powerful branding channel that can be utilized to both understand an airline’s position in the market, as well as a place to benchmark its place against its competitors.

The Predictive Airliner reveals how airlines can utilize this channel in a multitude of ways to connect with customers, as well as help in moments of crisis.  Today, technology moves at break-neck speed and it can offer the potential of anticipatory capabilities, but it also comes with a confusing variety of technological terms--Big Data, Cognitive Computing, CX, Data Lakes, Hadoop, Kafka, Personalization, Spark, etc., etc.

The Predictive Airliner will help airline executives make sense of it all, so that he or she can cut through the confusing technological jargon and understand why a Spark-based real-time stream processing data stream might be preferable to a TIBCO Streambase one.  The final chapter explains how an airline can utilize the concept of the customer journey as a roadmap to increase customer satisfaction. This book will help airline executives break through the technological clutter so that they can deliver an unrivaled customer experience to each and every passenger who steps aboard their planes.