Using Internet of Things and Workflows to improve the customer experience.

1. PALMS CASINO RESORT ERIC SAINT-MARC
Using IoT and Workflow to Improve the Customer Experience
Presented by Eric Saint-Marc, Vice President of IT, Palms Casino Resort
May 2015

2. PALMS CASINO RESORT ERIC SAINT-MARC
Agenda
Managing a small city
Q&A
Road Map
Road Map
Investments
Cloud, IoT and Workflow
1
2
3
4
5
6
7
Building the Itinerary
Targeting the Customer

3. PALMS CASINO RESORT ERIC SAINT-MARC
3 I
Work

4. PALMS CASINO RESORT ERIC SAINT-MARC
4 I
Entertain

5. PALMS CASINO RESORT ERIC SAINT-MARC
5 I
Dine

6. PALMS CASINO RESORT ERIC SAINT-MARC
6 I
Play

7. PALMS CASINO RESORT ERIC SAINT-MARC
7 I
Gamble
1250 Slot Machines
48 Table Games

8. PALMS CASINO RESORT ERIC SAINT-MARC
8 I
Rest

9. PALMS CASINO RESORT ERIC SAINT-MARC
9 I
Looking Forward
World’s Largest Hooters 25+ Concerts Per Year
Launch of Pool Season Nightlife

10. PALMS CASINO RESORT ERIC SAINT-MARC
10 I
Road Map
Upgrade
• Establish upgrade path for Applications & systems
• Establish upgrade path for end users PC & software
• Test Business Continuity Planning and Disaster Recovery stance
2015
Growth
• Derive trends thru Data Source Framework (DSF)
• Develop new medium for customer engagement
• Establish Palms Web API for new Line of Business (LOB)
2017
Sustainment
• Increase IT staff and Infrastructure redundancy
• Establish and maintain industry standards SLA
• Reduce CAPEX, improve OPEX thru Cloud services
2014
Alignment
• Align IT resources as a business enabler for Palms objectives
• Develop BI, Insights, Social engagement and workflows
• Build Customer Experience platform
2016
Lifecycle
• Review Business & LOB Stance
• Establish patent program around Palms IP
• Establish sustainment path
2018

11. PALMS CASINO RESORT ERIC SAINT-MARC
11 I
Building the Itinerary
- 1500 Employees
- 4500 daily Customers
- 30,000 daily transactions
A Small City
- 300 WIFI Access Points
- 60 TB of Data
- 5500 end points
Extensive Network
- Speed
- Scale
- Choice
Pain points

12. PALMS CASINO RESORT ERIC SAINT-MARC
12 I
Investments
12 I
Gather Insights
 End Points (POS)
 Access Points (WIFI)
 Social Presence (App/Web)
Prescriptive Outcome
 Data Source Framework (DSF)
 Analytics & BI
 Social Media Profiling
Influence Sentiment
 Beacon program
 Mobile Payment(s)
 Loyalty Marketing Program

13. PALMS CASINO RESORT ERIC SAINT-MARC
13 I
Targeting the Customer
•Acquisition Cost - CAC
•Lifetime Value – CLV
•Order Value - AOV
•History
•Interests
•Itinerary
•Demographic
•Brand
•Impact
•Build
•Correlate
•Aggregate
Profile Derive
AnalyzeGather

14. PALMS CASINO RESORT ERIC SAINT-MARC
14 I
Cloud, IoT and Workflow
Workflow
Build the Customer Itinerary
1 • Acknowledge Trends
• Derive Patterns
1
2
Develop Notifications Framework
2 • Correlate Information
• Build Activities
3
Generate New Business Workflow
3
• Schedule thru IOT
• Validate experience

15. PALMS CASINO RESORT ERIC SAINT-MARC
15 I
Q&A 15 I
2
3
4
5
1

16. PALMS CASINO RESORT ERIC SAINT-MARC
16 I
Contact Info
Social:
Twitter: @thinkahead
LinkedIn: https://www.linkedin.com/in/ericsaint
Blogs:
Thoughts On Cloud: http://bit.ly/thinkaheadblog
Small Business Blog: http://bit.ly/thinkaheadsmb
Video Blog on Cloud: http://bit.ly/CloudVideos
Personal: http://ericsaint.blogspot.com