Unlock the full potential of your marketing communications by mapping and analyzing the customer journey. Discover actionable insights on how advertising, direct mail, signage, and other channels influence guest experiences at every touchpoint. This hands-on workshop will help casino marketers create comprehensive journey maps, highlighting the key role of messaging channels and creative. Leave with a refined approach that will resonate with your target audience, driving engagement and loyalty.

Key Takeaways:

1. Identifying Communication Touchpoints: Learn to pinpoint crucial moments where your communications efforts impact customer perception and behavior.

2. Analyzing Pain Points: Discover how to identify and address pain points in your communication strategies, turning challenges into opportunities for improvement.

3. Optimizing Communications: Develop strategies to enhance your advertising, direct mail, and signage efforts, ensuring a cohesive and satisfying customer journey.

Session Coach:

Julia Carcamo, J Carcamo & Associates

Julia Carcamo is a casino branding expert and the author of Reel Marketing: The Art of Building a Casino Brand. As president & chief brand strategist at J Carcamo & Associates and founder of Casino Marketing Boot Camp, she aids casinos in building and maintaining engaging brands and tactical marketing programs. Following a successful tenure at Caesars Entertainment, where she developed the initial brand architecture for Harrah’s core brands, including Total Rewards, she answered the call from Steve Wynn to open his signature resort, Wynn Las Vegas. She was at the helm of the reinvention of the Isle of Capri house of brands, introducing new brands, successfully connecting with new and inactive customers, and reintroducing the iconic Lady Luck Casino brand. Recognizing the impact the Hispanic market is having now and will have in the future, she has co-founded espÑOLA, a Hispanic marketing and engagement agency.

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Equip yourself with the essentials of media strategy, transforming data insights into revenue-driving actions. This session will cover media choices for casinos, the impact on various segments, and using your database to inform buys. Learn to read media buys, ask critical questions, and ensure your media plans are efficient and highly effective in boosting revenue.

Session Coach:

Adele George, AM George Marketing

As a media planning and buying expert, Adele M. George brings 20+ years of marketing strategy, media planning, and buying experience to the table for her clients.  She’s built her career on having a deep understanding of what motivates people to buy a product or service and how to best reach their consumer. Over the years, has bought for a wide variety of categories such as casinos, attorneys, automotive, medical, healthcare, tourism, retail, and restaurants.

LinkedIn     Website

Data drives 90% of decisions made. But what does this mean for you? In this session, we’ll explore the sometimes mysterious world of data and the full circle of its impact and importance to everything we do (not just the mail). 

We’ll answer key questions:

1. Where to Begin? Learn which data points to prioritize first, second, and third.
2. What to Look For? Discover the essential metrics and indicators.
3. What Does It Mean? Understand the implications and insights from your data.
4. And all the others you may have wanted to ask in the past.

Explore the nuances of card tiers vs. player worth. Gain a comprehensive understanding of player worth, segment worth, and the segmentation of your player data. You’ll look at your offer matrix and the critical concepts of recency and frequency.

Remember, in data analysis, there is no right or wrong answer—only standards to deviate from. Join us as we explore, share, and develop new perspectives on data, learning innovative ways to keep an open mind about its applications and implications. This is not a lecture but a collaborative learning experience. Let’s unlock the potential of data together!

Session Coach:

Ryan Stewart, ShowNation

A member of the Cherokee Nation, Ryan began his gaming career at the now Hard Rock Casino and Resort in Tulsa, Oklahoma, in 2005.  Ryan has dedicated his working career to building his knowledge and experience in Indian gaming to be a general manager.  He has done it all, from poker dealer to nightlife manager, from senior executive host to director of marketing. Ryan achieved his goal in 2021 when he earned the GM position at Kickapoo Casinos in Harrah and Shawnee of Oklahoma.

Ryan Joined ShowNation, a native-owned company in Oklahoma, in 2022, where he took over Scout, the company’s marketing and slot analytics tool.  Ryan is dedicated to leading, learning and sharing his knowledge in Indian gaming. Ryan’s passion in life is being the father of four beautiful children.

LinkedIn     Website

Unlock the full potential of your casino’s CRM and revolutionize how you integrate and utilize it, revealing its untapped power to boost your marketing efforts. Casinos excel at collecting customer data, but are you leveraging this goldmine effectively?

In this intensive session, you’ll gain a deep understanding of the latest CRM tools and technologies tailored for the casino industry. We’ll explore your CRM’s current capabilities and common limitations, comparing your practices with those of other industries to uncover best practices and innovative strategies.

You’ll learn how to maximize the value of your CRM data, from crafting personalized marketing campaigns to optimizing customer journeys across multiple channels. Through interactive discussions and brainstorming sessions, you’ll discover real-life applications that can be tailored to your organization.

Transform your casino CRM into a powerful growth engine.

Session Coach:

Chad Hallert, Good Giant

Chad Hallert, Chief Marketing Officer at Good Giant, brings over 20 years of digital marketing, database marketing, and revenue management leadership. He has shaped digital strategies for Fortune 500 companies such as Hartford Insurance, FICO, and Autodesk. Named one of Direct Marketing News’ “40 Under 40,” Chad leads marketing strategy for over 25 resort brands across the U.S., including Live! Casinos, Mohegan, Foxwoods, and Agua Caliente. Beyond driving digital transformation, he is an adjunct professor at the University of Nevada, Reno, mentoring aspiring marketers. Chad enjoys family time, surfing, reading, and CrossFit in his free time.

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Uncover strategies to maximize guest engagement through entertainment, regardless of your property’s size. This session will guide you through planning events that resonate with your segments, from intimate dinner shows and trivia nights to outdoor movie screenings, themed parties and concerts. Gain practical tips on leveraging your unique assets to create memorable experiences.

Session Coach:

Ryan Stewart, ShowNation

A member of the Cherokee Nation, Ryan began his gaming career at the now Hard Rock Casino and Resort in Tulsa, Oklahoma, in 2005.  Ryan has dedicated his working career to building his knowledge and experience in Indian gaming to be a general manager.  He has done it all, from poker dealer to nightlife manager, from senior executive host to director of marketing. Ryan achieved his goal in 2021 when he earned the GM position at Kickapoo Casinos in Harrah and Shawnee of Oklahoma. 

Ryan Joined ShowNation, a native-owned company in Oklahoma, in 2022, where he took over Scout, the company’s marketing and slot analytics tool.  Ryan is dedicated to leading, learning and sharing his knowledge in Indian gaming. Ryan’s passion in life is being the father of four beautiful children.

LinkedIn     Website

The player development/host function is undergoing a significant transformation, and it’s time to adapt and excel. Whether you are in the process of establishing your PD department from the ground up, assessing your current strategies, or contemplating innovative changes, our session, this session is designed to provide you with a comprehensive foundation for effective player development so that you can optimize your efforts.

Session Coach:

Jatonia Ziegler, Playersoft Technologies

Jatonia Ziegler is a seasoned Player Development expert and Vice President of Marketing & Sales at Playersoft, boasting over 23 years in gaming operations and hospitality. Jatonia is the driving force of strategy and execution for all sales, marketing, and client relations activities. As a trailblazer in the casino gaming industry, she co-founded the Casino Player Development Association (CPDA), a LinkedIn Group with nearly 1,000 members, promoting best practices for professionals in Player Development.

Jatonia is passionate about technology innovation and customer satisfaction, she focuses on leveraging Playersoft’s award-winning mobile apps to enhance player experiences to drive revenue growth for her casino clients. Her collaborative approach on relationship building and commitment to continuous service improvement make her a sought-after leader in the casino industry.

LinkedIn     Casino Player Development Association    Website

Process improvement opportunities exist within every step of developing and successfully executing a strategic casino marketing plan. From concept to the customer experience, measurable metrics and revenue generation. The bigger the promotion, the more internal stakeholders need to be fully aware and engaged in their roles and responsibilities. Thus, things don’t always go as planned, and this is where Lean and Six Sigma methods come to the rescue before things go wrong. In this session, we will share how Lean and Six Sigma Methodologies will remove your m a r k e t i ng challenges as well as increase your efficiency and capacity while using your existing team & resources.

During this engaging session, we will explore the basic principles of Lean Six Sigma and how they directly apply to Casino Direct Marketing. Using real examples and Lean methods, you will experience how to improve processes and procedures to maximize your end-to-end casino marketing performance. This interactive, hands-on session will be full of thought-provoking conversation, fun, and ways to overcome today’s challenges.

Attendees will work together in small teams and apply Lean methods to optimize a marketing challenge many of us face in the casino industry.

We will explore the opportunities Lean creates for ROI, revenue growth, and eliminating marketing waste and cost overages. From our session, you will receive knowledge, tools and actionable templates to use within your organization. Join us to learn how Lean can help you throughout 2024 and beyond.

Session Coaches:

Jeff Gray is an ASQ Certified Six Sigma Black Belt and has trained, coached/mentored leaders, managers and frontline associates to execute Lean methodologies within a multitude of industries and operations. Jeff takes pride in building long-lasting relationships with individuals and organizations wishing to target the elimination of operational inefficiencies directly impacting operating cost, revenue loss, market growth, innovation, and employee and customer loyalty.

Mason Gray is a graduate of Bellingham Technical College with a Fisheries & Aquaculture Sciences Certification. After Graduating in June 2018, Mason realized the benefits his father’s company, Lean Revisions, would bring to the Whatcom County Community. Lean Revisions specializes in Lean Six Sigma business optimization methodologies to reach operational success. Since opening the company’s second branch, Mason has helped many community members and businesses through Lean Six Sigma consulting services, reach goals and breakthrough targets and operate for what’s to come.

LinkedIn – Jeff    LinkedIn – Mason    Website