Understanding the complete customer journey is essential for delivering seamless and memorable experiences. This hands-on session will guide attendees through the process of creating comprehensive customer journey maps, from initial awareness to post-visit follow-up. Participants will learn how to identify key touchpoints, analyze pain points, and develop strategies to optimize each stage of the journey. By mapping the customer experience, casino marketers can uncover opportunities for improvement, streamline processes, and ultimately enhance customer satisfaction and loyalty.