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In the rapidly evolving landscape of the hotel, hospitality, and casino industries, innovative leaders are at the forefront of harnessing the power of data and Artificial Intelligence (AI) to revolutionize the customer experience for our most valuable guests. By integrating innovative technologies such as ChatGPT, AI, and chatbots, leaders are developing highly personalized interactions that cater to every guest's unique preferences. These capabilities enable businesses to anticipate and respond to customer desires with unparalleled accuracy and efficiency. From personalized room selections and tailored dining recommendations to customized entertainment options, AI and data analytics are setting a new standard for customer service. By leveraging these technological advancements, industry leaders are enhancing customer interactions and creating memorable experiences that set them apart in a competitive marketplace. This strategic embrace of digital innovation exemplifies how the seamless integration of technology and customer service excellence is shaping the future of hospitality.
Speaker
Macario Gallegos
Senior Vice President of Information Technology and Chief Information Officer, Seminole Hard Rock Support Services
Prior to joining Hard Rock, Macario spent over twenty years working in various senior-level IT and operational roles with both casinos as well as global technology companies. Throughout his career, he also held several technology consulting positions responsible for designing, integrating, and delivering CRM, analytics, social, mobile, cloud, and customer experience strategies. Macario began his career as a Satellite Communications Chief in the United States Marine Corps, where he installed and maintained a global network of communication systems supporting military operations for eight years. He graduated from The Wharton School’s General Management Program, holds an MBA from Purdue University, and has a BA in Management of Information Systems. In 2020, the Hispanic IT Executive Council named him “Most Influential Hispanic Leader in IT.” Macario currently resides in Fort Lauderdale. In his spare time, he enjoys traveling, Snowboarding, water activities, and taking long walks with his dog (Simba).