VICTORS: A New Framework for Managing Customer Experience in Gaming

With competition increasing all over the world, integrated casino resorts are finding it increasingly difficult to acquire new customers and retain existing customers. The days of “build it and they will come” are well and truly behind us. Offering a superior customer experience (CX) is the only way for operators to achieve sustainable competitive advantage. Based on an exhaustive literature review and validated by real world implementation, this presentation will introduce the audience to a new framework of customer experience management for gaming companies. Discussed under the acronym VICTORS, the author argues that a superior customer experience is comprised of six ingredients: Voice of Customer, Incentives, Culture, Touchpoints, Organization, Relationships, and Strategy. This paper (presentation) will first establish the salience of customer experience for casino companies. Each of the components of VICTORS and their interrelationships among them will also be discussed. The tone of the paper will be research-driven with strong practical applications

Distinguishing between SUSY and Littlest Higgs Model using trileptons at the LHC

Littlest Higgs model with T-parity and Minimal Supersymmtric standard Model with R-parity both give similar signatures in collider experiment with a huge amount of missing energy depending upon mass of the lightest T-odd/R-odd particle. In this talk, I will discuss possibility of distinguishing the two models at the LHC in hadronically quiet signal where masses of R-odd particles are identical to masses of T-odd particles.Comment: To appear in the proceedings of Supersymmetry and the Unification of Fundamental Interactions (SUSY'09), Boston, US