Inside Asian Gaming

INSIDE ASIAN GAMING JULY 2018 28 N UMEROUS studies on customer experience (CX) highlight the crucial role company culture plays in delivering a great customer experience. Yet very few casino operators have addressed cultural issues in their endeavors to improve customer experience. Organizational culture, simply stated, comprises the values, norms and behaviors that determine the social and psychological environment of the organization. While IAG explains the importance of company culture in achieving exceptional customer experience and the five signs that your culture might be toxic to your customer goals. virtually every gaming company has the word “customer” in its mission statement and values statements, the operational ethos of the workplace is often at odds with the stated mission and values. I have advised many gaming companies on the topic of customer experience and have been invited to map customer journeys at several billion-dollar casino properties. In every engagement, I raise the issue of company culture as a precursor to the coalface initiatives to tackle customer COLUMNISTS Five signs that your organizational culture is toxic to customer experience By Sudhir H. Kalé, Ph.D. Sudhir H. Kalé , Ph.D., is Founder of GamePlan Consultants, a boutique consultancy that advises organizations on matters related to customer experience, Voice of Customer, CRM, and customer journey mapping. He has achieved sustained cultural transformation in the few companies that have allowed him to make this intervention. You can reach Sudhir at skale@gameplanconsultants.com .