Caesars Entertainment Partners with IBM and Salesforce, Leveraging Technology to Deliver Transformative VIP Experiences

Hotel and gaming pioneer to create more intelligent and personalized hospitality, entertainment and shopping experiences for guests, powered by Salesforce

SAN FRANCISCO,  — Global consulting agency Bluewolf, an IBM Company (NYSE: IBM), and Salesforce (NYSE: CRM), the global leader in CRM, today announced that Caesars Entertainment Corporation (NASDAQ: CZR), one of the world’s most diversified gaming and entertainment companies, is working with Bluewolf and Salesforce to enhance guest experiences.

Caesars Entertainment is one of the most recognized names in gaming, with nearly 50 casinos including the Caesars, Harrah’s and Bally’s brands. With a new generation of customers focused on digital experience, brands are looking at unique ways to differentiate themselves. To extend its leadership in the hospitality space, Caesars Entertainment sought new and innovative uses of technology that would result in unforgettable experiences for its guests and enhance customer service—both of which will result in long-term customer loyalty. Bluewolf’s deep Salesforce expertise and commitment to a collaborative and value-driven approach to digital transformation made them the ideal partner to help lead Caesars Entertainment to success.

«With properties across the globe and approximately 115 million guest visits per year, Caesars Entertainment has a diverse customer base who enjoy a variety of unique experiences,» said Jennifer Nocco, VP Marketing and Strategy, Caesars Entertainment. «Some guests are focused on our fine dining experiences or gaming, while others are interested in seeing a show by one of our world-class performers. No matter what their interests are, our partnership with Bluewolf and Salesforce allows us to better understand their needs and helps us take our customer service to the next level.»

With Bluewolf’s help, Caesars Entertainment is aggregating legacy systems and historical customer data from multiple sources to create one unified customer profile (UCP). By leveraging Salesforce Lightning Platform services, including Heroku and Salesforce IoT, Service Cloud and Marketing Cloud, Caesars Entertainment is using the UCP to connect into all aspects of the guest experience—from gaming to dining, entertainment and shopping—enabling its marketers to personalize communication and incentives in real-time.

«To drive business transformation, market leaders need an experience-based strategy and delivery approach to achieve innovative change with Salesforce,» said Eric Berridge, co-founder and CEO of Bluewolf. «We’re building a platform for Caesars that will enable them to scale and deliver unforgettable experiences for every guest.»

Caesars will use Salesforce to identify the interests of guests, such as their favorite music or cuisines, and send them relevant offers and suggestions, allowing Caesars to deliver personalized experiences in real-time via its mobile app. Caesars is also modernizing its call centers with Salesforce, providing its agents with a 360-degree view of customers in one unified desktop view, enabling faster case resolution.

«The casino industry is undergoing changes that have operators searching for new ways to increase engagement and loyalty with customers,» said Taimur Khan, Salesforce GM and Vice President of Travel, Transportation and Hospitality. «With Salesforce, Caesars can tap into individual affinities to build highly personalized hospitality and gaming experiences that keep their guests coming back year after year.»

To help envision its digital future, Caesars participated in Salesforce Ignite, Salesforce’s in-house accelerator program, and worked with Salesforce Success Cloud to build a five-year Salesforce roadmap, including a full digital operating model and change management, setting the company up to drive the transformation needed for success.

Posted by / September 24, 2018 / Posted in News

IBM to Help Aditya Birla Fashion & Retail Limited drive growth and improve efficiency through automation

ARMONK, N.Y., — IBM (NYSE: IBM) today announced that Aditya Birla Fashion and Retail Ltd. (ABFRL), India’s leading fashion and lifestyle entity, has expanded its existing relationship with IBM to reduce costs, improve productivity enhancements and drive business growth.

The strategic 10-year services agreement is deemed key to ABFRL’s strong vision for future growth to expand their stores network across the country. As a part of this agreement, IBM will bring in its global technology and automation expertise to help enhance and manage ABFRL’s IT infrastructure with better availability of IT systems, employee productivity through self-help solutions and improved disaster resilience.

In doing so, IBM will bring greater transparency, service improvements, agility, enhanced security and operational efficiencies for the organization. IBM will provide infrastructure-as-a-service in a private cloud environment, enabling ABFRL to scale their IT operations in line with their business growth. In leveraging IBM’s deep technology and services expertise, ABFRL aims to build a world-class IT environment to support its strong growth in India.

With more than 8,000 points-of-sale across 700 cities, including more than 2,000 exclusive ABFRL brand outlets, the company owns some of the best-known brands in the country such as Louis Philippe, Van Heusen, Allen Solly, Peter England and many others. ABFRL, known for its innovation, customer centricity and offering best-in-class services to its customers, is at the forefront of adopting technology.

Commenting on the partnership, NP Singh, CIO, ABRFL, said, «The retail industry has seen a stupendous growth in the past decade with the emergence of technology-enabled smart consumers. As leaders in the retail industry and to build platforms which provide a seamless experience to our consumers, the need of the hour is to have strong and stable technology partners that can help us realize our future growth. The newly extended agreement with IBM will help us accelerate our transformation in a way which is more efficient, cost effective and seamless.»

«As ABFRL continues to grow and expand in the Indian market, having a strong technology backbone to support this growth and creating seamlessness of internal and external processes will become an imperative part of their business,» said Avinash Joshi, Vice President, Infrastructure Services, Global Technology Services, IBM Asia Pacific. «IBM will use its automation tools and technologies to drive services efficiencies and employee productivity for ABFRL. This pioneering partnership will help ABFRL build a seamless IT platform which will enable them to accelerate innovation and help them have a solid path in driving digital transformation.»

Posted by / September 21, 2018 / Posted in News