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Total Rewards, the highly successful loyalty program offered by Caesars Entertainment, has been providing exceptional CX to the gaming giant’s guests for two decades. The program also provides Caesars with valuable data and information that continuously improves the customer journey. Michael Marino, SVP and Chief Experience Officer at Caesars Entertainment Corporation, speaks with Loyalty360 about the company’s approach.
It seems that in many consumer-facing industries there is a lack of standards....
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