Sudhir H. Kalé
Sudhir H. Kalé, Ph.D., is the Founder and Principal of GamePlan Consultants, a boutique consultancy dedicated to enhancing the employee and customer experience in integrated casino resorts. He has introduced service blueprints at some of the largest casino properties in the world. Sudhir has published around 150 articles on the marketing and management of casinos. You can write to him at [email protected].
Service blueprinting to adapt to fast-paced change
Casinos are in the business of delivering commercial experiences to customers. The process of providing the customer experience involves a sequence of touchpoints where the customer and the organization interact.
Online to gain more traction
While the land-based industry’s online presence will take some time to bear fruit, gaming consultant Sudhir Kale predicts online will achieve unparalleled significance in 2022 and beyond.
Does the Crown/Star merger pass the Drucker test?
Peter Drucker was arguably the most influential management scientist who ever lived. In 1981-82, Drucker articulated his Six Rules of Mergers and Acquisitions. We shall look at each of these six rules and evaluate the proposed Crown-Star merger according to these rules.
Pandemic pushes change in priorities
While the economic, political, and cultural impacts of this pandemic will differ from country to country, there exist a handful of trends that will be experienced around the globe, albeit to varying degrees.
Pandemic induces rapid change in consumer behavior
While the economic, political, and cultural impacts of this pandemic will differ from country to country, there exist a...
Taking stock of the global casino industry
What does the immediate future hold for the global gaming industry? The five important developments that will shape industry fortunes in the opinion of Sudhir Kalé.
Sudhir H. Kalé: Startling stock reality gap
The most surprising phenomenon in 2020 for me was the elevated stock prices for casino companies. Overall, the stock market looks increasingly divorced from economic reality and nowhere is this phenomenon more pronounced than in the case of casino stocks.
Covid-19 poses five key risks for casino recovery
The COVID-19 pandemic has left the global gaming industry bruised and maimed and there are five key factors to suggest the recovery may face significant headwinds. By Sudhir H. Kalé, Ph.D.
