Customer experience a talking point of AGE Seminars

Friday 16th of August 2019

Delivering better customer experience was a key theme of the 2019 Australasian Gaming Expo Seminars, held this week at the Sydney International Convention Centre, Darling Harbour.

Organized by Asia Gaming Brief, in close partnership with the Australasian Gaming Expo, the seminars were seen as a massive success once again, with more than 400 unique visitors to the seminars throughout the three days.

While the first day of the conference focused on gaming regulation, and industry developments, the second day of the conference featured an engaging talk by Pelai Qian, Senior Vice President of Casino Marketing at Marina Bay Sands.

In her talk, Pelai argued that it should no longer be about customer service at all, but rather, the act of constantly delighting your customers.

Tracey Lentell, an established leader in clubs with a passion for customer service, talked about how to attract the female customer, and why it’s so important to better equip your board and management teams.

Sudhir Kale in his presentation talked about ways to improve culture and management and gear it towards the better service of customers.

The seminar attendees also got a chance to hear from four innovators in the customer service space, including Canterbury Club, Ryde Eastwood Leagues Club, Club Taree, and Tradies Group, in a panel session moderated by Terry O’Halloran of Russel Corporate Advisory.

On day 3 of the conference, Geoff Wohlen’s presentation on the “sacred cows” of the industry was a highlight of the day. In his presentation, Wohlsen focused on some of the “cost traps” that clubs and pubs typically fall into. It was an eye-opening session for many in the audience.

The seminar program was produced and organized by Asia Gaming Brief.

Besides the AGE Seminars, the company also produces a yearly conference in Manila, called the ASEAN Gaming Summit, focusing on gaming innovation, developments, and trends across the Asian gaming industry.

Next month, Asia Gaming Brief will launch its first edition of the Mekong Gaming Summit, a must-attend for anyone interested in investing or getting involved in gaming in the Mekong region, including Cambodia, Vietnam, Myanmar, Thailand, and Laos.