Customer Experience is Not One Size Fits All: Delivering Exceptional and Customized Service to WOW All Customers

Customer Experience is Not One Size Fits All: Delivering Exceptional and Customized Service to WOW All Customers

October 09, 2018, 2:00 PM - 2:45 PM

Sands Expo & Convention Center - Veronese 2403
Two titans of Customer Experience (CX) will provide case studies, examples and actionable tactics you can immediately implement to deliver exceptional service experiences across your organization. Don Williams will explain his motto: "Everyone is a Customer," and detail methods successful companies use to provide exceptional service and WOW their customers. Sharing best practices learned from operating global customer call centers for a broad base of clients across multiple industries, Don will discuss cross-selling, retaining and winning customers back. Drawing on his deep experiences managing and training customer support teams, Robin Bernhard will present strategies and practices for turning transactions into relationships, and customers into fans within the casino industry. Robin will also be presenting current, industry-specific insight and data on patron trends from the American Gaming Association. This is the information that industry leaders have been looking for to drive floor satisfaction today and attract the patrons of tomorrow.


  • Michael Hochman


    VP Casino Operations


    Michael Hochman has been with Canterbury Park in Shakopee, Minnesota since 2000, and has served as their Vice President of Casino Operations since...

  • Robin Bernhard


    Sr. Manager, Marketing & Education

    BMM Testlabs

    Robin Bernhard, Senior Manager of Marketing and Education at BMM International has over 15 years' experience across technology, training and gaming...

  • Don Williams



    Don Williams Global

    2-Time #1 Best Selling & #1 International Best Selling Author, Don Williams is the founder and CEO of Don Williams Global – a company dedicated to...

Session Type

  1. Program
    Panel Session


  1. Track
    Optimizing Gaming Operations - Guest Service & Experience

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