Articles by Sudhir H. Kalé, Ph.D.
India is now a country of over 1.4 billion, boasting the largest human population.
The casino industry in Macau has, barring a couple of years, seen two decades of spectacular and unabated growth in revenues and profits.
After three very turbulent years, the casino industry is back on its feet.
Despite increased attention devoted to customer experience (CX), there seems to be no noticeable improvement in the perceived quality of guest experience delivered within the hospitality industry.
According to Gartner, almost 90 percent of presumably large organizations have appointed a Chief Experience Officer (CXO) to spruce up the experience offered to customers.