A half-day seminar for Senior Professionals in Gaming

Gain insights on an important set of Strategies and Tools for Advancing Guest Experience. An interactive seminar designed for Senior Professionals in Gaming to enhance their Customer Experience offering.

Introduction to STAGE

Worldwide, over 85 percent of business leaders claim to compete primarily on the basis of the experience they provide their customers. However, while 80 percent of businesses believe that they provide a great customer experience (CX), only 8 percent of their customers would agree.

In today’s mobile, hyper-connected and intensely competitive world, customer experience is the last bastion of sustained competitive advantage. Yet, many businesses, especially gaming establishments, are at a loss when it comes to articulating the meaning of customer experience and putting the concept into practice. This seminar by Sudhir Kalé, Ph.D., will provide Senior Gaming Professionals with a solid understanding of customer experience; the kind of understanding that can be put into practice immediately.

Topics Discussed

The seminar will cover topics that introduce the concept of customer experience, its relevance from a neurological standpoint, misconceptions, internal stakeholder impact, physical evidence, customer journey mapping as well as evaluating the potential ROI from customer experience management.

The topics of discussion include:
• What exactly is customer experience?
• The evolution of customer experience
• The neurological basis of customer experience
• The misunderstood role of emotion in customer experience
• The components of customer experience
• How your brand and prior exposure impacts customer experience
• How physical aspects of your property impact customer experience
• How do your employees impact the customer experience?
• Mapping the customer experience journey for rich insights
• Assessing the impact of customer experience on revenues and profitability

Mode of Delivery

The BULLSEYE CX STAGE Seminar is designed to yield significant knowledge and enable participants to convert the latter into action quickly and efficiently. The seminar will be conducted in a highly interactive manner with video snippets and interviews with CX leaders. Participants will have ample opportunities to ask questions, assess the maturity level of customer experience they currently provide and practice their newly learned skills.

There will also be a cocktail session and networking opportunity following the seminar.

Who Should Attend

The STAGE seminar has been developed for Senior Professionals in the Gaming Industry, to enable them, the key decision makers of their organisations, to understand the current state of their guest experience offerings and enhance the latter through strategic actions.

Marketing Directors, CEOs, CMOs, COOS, and GMs of Casinos and Clubs will find this program to be of immense value. Besides being an amazing learning experience, you will have the opportunity to network with your peers from other properties during the cocktail session following the seminar.

Seminar Details

Date: Wednesday 30th May 2018
Time: 2 PM to 7 PM (see STAGE Agenda for more details )
Venue: BLACK by EZARD at The Star Sydney
Price: $395+GST | Avail a 20% Discount for 2 or more Attendees from the Same Organisation

About the Key Speaker

Sudhir Kalé, Ph.D., is Senior Adviser at BullsEye CX. He has helped define and deliver the customer experience at client properties on five continents.

Sudhir is widely regarded as an expert in various aspects of gaming management such as customer relationship management (CRM), customer loyalty, customer experience, market segmentation and positioning, and customer lifetime value (LTV). A frequent contributor to leading gaming publications, he has worked tirelessly to further the continuing education of gaming executives.

Till June 2015, Sudhir was a full-time advisor to Sands China Limited, the largest gaming company in the world. At Sands China, he was in-charge of creating an optimal customer experience for guests across six hotels, five casinos, and billions in retail sales.

Sudhir’s gaming client list includes diverse casino companies such as Marina Bay Sands, Galaxy Macau, Starworld Hotel and Casino, Mohegan Sun, The Olympic Entertainment Group, Sun International, Casinos Austria, Mocha Slots, IGT, Wynn Macau and Crown Casino. In the Club space, he has consulted with the Mounties Group, Central Coast Leagues Club, and Dapto Leagues Club.

Sudhir has been a regular speaker at the Global Gaming Expo (Las Vegas and Macau), Gaming, Racing and Wagering Australasia, and at the University of Nevada (Reno) Executive Development Program for senior gaming executives. An eloquent, intriguing, and sometimes provocative speaker, Sudhir’s views on a wide range of issues have been quoted by prominent media such as The New York Times, New York Post, The Wall Street Journal, The Financial Review, Forbes, and Bloomberg.


If you would like to attend the STAGE Seminar, please contact Brett Jones at BULLSEYE CX on 0435 812 177 or Email him at
Last date for registration is 15th May 2018. Limited Seats Available.

STAGE Agenda

2:00 PM to 5:30 PM – STAGE Seminar
5:30 PM to 7:00 PM – Networking with Drinks & Canapés

Why BullsEye CX

BULLSEYE CX has several years of hands-on experience working with Australian Licensed Clubs and Gaming venues. BullsEye CX is equipped to work with clubs at any stage of their growth trajectory, leveraging expertise and technology to deliver robust Customer Experience strategies, including Customer Relationship Management. BullsEye CX has developed proven processes, engages highly skilled people and has developed technology to reduce costs, risks and complexity around enhancing customer experience strategies, from design to implementation and management.