Discover how Salesforce boosts profitability, brand engagement, and customer experience in travel and hospitality through personalized communication.
Important: This session is first come, first seated. You do not have a reserved seat.
, Vice President, Product and Analytics, Penn Entertainment, Inc
, Senior AVP, Salesforce
, Principal Solution Engineer, Salesforce
Role: Marketing, Sales
Industry: Travel, Transportation, and Hospitality
Product: Agentforce Marketing, Agentforce Sales
Session Level: Beginner
Session Type: Theater
Wednesday, Sep 1810:30 AM - 10:50 AM PDT
(5:30 PM - 5:50 PM GMT)
InterContinental, L3, Union Square
Session Summary by Einstein: In this session, a compelling discussion unfolded about transforming customer engagement in the gaming industry, with a focus on the integration of Salesforce products such as Service Cloud, Marketing Cloud, and Heroku. The conversation detailed the transition from a traditional snail mail marketing approach to a sophisticated, data-driven digital strategy that leverages real-time customer data and personalized experiences. The integration with Data Cloud has enabled the creation of a unified customer data model, enhancing the ability to deliver timely and relevant offers, thus revolutionizing customer interaction and elevating the guest experience. This transformation was illustrated through the journey of centralizing data systems, moving away from siloed mainframe databases, and adopting innovative technologies to optimize customer engagement and service.
Key Takeaways by Einstein:
• The gaming industry is shifting from outdated, manual engagement methods to dynamic, data-centric interactions, facilitated by Salesforce's suite of tools.
• The implementation of a centralized customer database and the use of Heroku for offer management has streamlined operations and fostered a more cohesive loyalty program.
• Future innovations will focus on leveraging AI and machine learning for optimizing guest investments, enhancing call center efficiency with Agentforce, and personalizing guest experiences through real-time engagement.
With sessions and hands-on activities led by product experts, visionaries, and fellow Trailblazers, Dreamforce offers a deep dive into the latest in CRM + AI + Data + Trust.
Merlinda Lu
Salesforce Developer, IBM
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