Blair Bendel, SVP of Marketing at Foxwoods, shares how they deliver memorable guest experiences by unifying touch-points across channels and breaking down data silos to ensure communications are timely, relevant, and engaging.
The conversation covers how the industry has evolved from having 250 casinos to over 1,500, and how communication strategies have shifted from a 'more is better' approach to more personalized, two-way conversations.
Blair explains how different technology systems across gaming, hotel, and food and beverage operations create challenges in getting a centralized view of guest interactions.
Blair emphasizes that hospitality is about creating positive emotions and experiences that make guests feel valued and understood. He discusses the challenge and goal of replicating in-person hospitality feelings in online experiences, highlighting how their player development team works as inside sales for casinos by deeply understanding individual guest preferences.
Listen to Blair’s recent Humans of Martech episode where he dives into the evolution of casino marketing and how Foxwoods unified its guest experience across every touchpoint.
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