Sudhir H. Kalé, Ph.D.
Author: Sudhir H. Kalé, Ph.D.

Sudhir H. Kalé, Ph.D., is the Founder and CEO of GamePlan Consultants, a business that offers boutique high-level consultancy to gaming establishments all over the world. He has published over 150 papers on gaming in scholarly journals and in trade publications. Sudhir is widely regarded as an expert in various aspects of gaming management and has for over two decades worked tirelessly to further the continuing education of gaming executives. An eloquent, intriguing, and sometimes provocative speaker, his views on a wide range of issues have been quoted by media outlets like Reuters, The Wall Street Journal, Forbes, The New York Post, The New York Times, and more.

Email: sudhir.h.kale@casinoreviews.net

Expertise: Gaming management, Education

Articles by Sudhir H. Kalé, Ph.D.

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The Role of Emotional Competence in Delivering
18.10.2021
The Role of Emotional Competence in Delivering and Improving Casino Customer Experience

Emotional intelligence is the capacity for recognizing our own and others’ feelings and for managing emotions effectively, including motivating ourselves and establishing rapport with others.

79
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The SMILES Framework, Part 4: Linkage Analysis
06.10.2021
The Role of Linkage Analysis in Delivering Positive Customer Experience for Casino Players

The effectiveness of customer experience (CX) efforts should ultimately be judged by the extent to which positive customer experiences lead to better business results.

170
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The SMILES Framework Part 3 - Internal Marketing
22.09.2021
Internal Marketing – The Key to Delivering Great Customer Experience in Casinos

Internal Marketing involves directing marketing-like activities toward employees and treating employees as though they are the firm’s customers.

225
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The SMILES Framework Part 2: Market Orientation
13.09.2021
Market Orientation and Value-Based Customer Experience in Casinos

Market orientation represents superior skills in understanding and satisfying customers.

311
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The SMILES Framework Part 1: Segmentation
01.09.2021
The Role of Segmentation in Customer Experience

We explain the concept of customer segmentation and discuss its relevance to customer experience.

417
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