Intelligencia’s work in the casino and hospitality industry includes work with some of the largest casino organizations in the world, including Genting Hong Kong (Star Cruises), Resorts World Casino NY, and The Venetian Macao, Galaxy Macau, and the Logrand Group in Mexico. Our ETL work has helped casinos optimize their ETL runtime by over 1,000%, making patron data more accessible and therefore much more useful. We have implemented complex CX and analytics systems like SAS PVO, SAS Marketing Automation and build several analytical models to track customer churn, as well as built RFM and Table Games Revenue Management and marketing optimization models.

The analytics powerhouse SAS is finding its vaunted place atop the analytics pyramid challenged, not just by their typical acronymed competitors — SAP, IBM, EMC, HDS, and the like — but also by the simpler visualization toolmakers like Tableau, Qlik, and Alteryx, who are muscling their way into the mix. These companies offer tools that include data blending, associative engines, and in-memory technology that allows business users to access complete data sets at the touch of a button. These companies offer less complex analytical solutions, but such things as market basket analysis or simple decision tree networks can be created with them and the costs associated with them can be one quarter or one fifth of what the top echelon analytics providers charge.

Intelligencia can help its clients understand the rapidly evolving analytics market, so that they buy just the right amount of analytics for their unique needs. ROI must be considered when it comes to purchasing analytics and we can show you what's available in the market, as well as what should be avoided. Our clients call us 'trusted advisors' and we wear that moniker with great pride.  

According to Gartner’s Magic Quandrant for Business Intelligence Plaforms, modern analytics and business intelligence platforms represent mainstream buying, with deployments increasingly cloud-based. Data and analytics leaders are upgrading traditional solutions as well as expanding portfolios with new vendors as the market innovates on ease of use and augmented analytics. This is becoming an incredibly tricky and complicated field, with new players popping up every years and old stalwarts innovating in impressive ways (yes, we're looking at you, Microsoft). Intelligencia has over a decade's worth of experience helping its clients understand the changing BI and analytics landscape. We can help you understand the options available and then help with a quick and painless implementation. 

As Forbes states, "Customer experience can include a lot of elements, but it really boils down to the perception the customer has of your brand. Even if you think your brand and customer experience is one thing, if the customer perceives it as something different, that is what the actual customer experience is."

Customer Experience (CX) solutions include aspects of CRM, loyalty, multi-channel marketing, analytics, and even social media. Implementations are highly complex, taking into account multiple source systems, strong data cleansing tools, detailed loyalty programs that track every dollar and every secret and non-secret loyalty point, as well as marketing systems that both send out digital content and track offers used. Social channels are even becoming important avenues to connect with and even find customers. Underpinning all of this is a strong analytics base that can optimize every marketing dollar spent. 

 

Implementing a strong CX system is not for the faint-of-heart and we can show you the best available options and systems available to you. 

The goal of data integration (DI) could be considered extracting data from operational systems, transforming it, merging it into new datasets, and then delivering it to an integrated data structure built for marketing, analytics, loyalty, and/or social purposes. The variety of data and context for analytics is expanding as emergent environments — such as nonrelational and Hadoop distributions for supporting data discovery, predictive modeling, in-memory DBMSs, logical data warehouse architectures — increasingly become part of the information infrastructure. Data integration challengers are intensifying because of the increased demand to integrate machine data and support Internet of Things (IoT) and digital business ecosystem needs for analytical processes.

Intelligencia has helped casinos, cruise lines, sports books, social gaming, healthcare, and retail companies integrate their data to create singular customer views of their patron databases that help with marketing, analytics, and social media outreach. We can help you understand the radically changing landscape as well as show you how open source tools could augment or even replace parts of your current DI infrastructure for healthy ROI returns. 

Gartner defines the multichannel marketing hub (MMH) as a technology that orchestrates a company's communications with and offers to customer segments across multiple channels. These include websites, mobile, social, direct mail call centers, paid media and email. MMH capabilities also may extend to integrating marketing offers/leads with sales for execution in both B2B and B2C environments.

A MMH solution can enable businesses to develop and manage personalised customer communications strategies and the timely delivery of offers to its patrons. It allows users to rapidly create, modify and manage multi-channel, multi-wave marketing campaigns that integrate easily with any fulfillment channel, automatically producing outbound (contact) and inbound (response) communication history. Users can define target segments, prioritize selection rules, prioritize offers across multiple campaigns and channels, select communication channels, schedule and execute campaigns, and perform advanced analyses to predict and evaluate the success of customer communications.

Multichannel marketing is one of Intelligencia's strengths. We have worked with large US-based casinos, huge IR's in Macau, and large sports book in Australia, as well as other gaming companies throughout Asia to implement powerful multichannel marketing solutions on a multitude of vendor products. When you're emailing to a hundred thousand people a week, you better have a powerful system and strong support. We'll help you choose the former and the provide you 24/7 of the latter. 

A company is only as strong as its weakest customer relationship and we believe that social media can help Emerald reach their customers in highly efficient and what can be extraordinarily affordable ways. Social media can help businesses in a multitude of ways, including:

  1. Adding interactivity to its Website
  2. Brand and Anti-Brand management
  3. Brand loyalty enhancement
  4. Building fanbases
  5. Crisis management
  6. Discovering important brand trends
  7. Driving traffic to a website
  8. Engaging customers and potential customers
  9. Harvesting customer feedback
  10. Influencer marketing
  11. Reputation management
  12. Social Shopping

Social Media Analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions. The most common use of social media is to mine customer sentiment. It evolved out of the disciplines Social Network Analysis, Machine Learning, Data Mining, Information Retrieval (IR), and Natural Language Processing (NLP). Social media analytics is a powerful tool for uncovering customer sentiment dispersed across countless online sources. This analysis is often called Social Media Listening or Online Listening. The analytics allow marketers to identify sentiment and identify trends in order to better meet their customer’s needs.

Intelligencia understands the importance of social media and how it has become one of the most important channels to use to connect with today's highly mobile audience. We even understand the Chinese social media markets, so reach out to us if you want to connect with an audience of over a billion people.