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“ The detail richness and product offerings of our partners enable us to react to customers with targeted offers and features ”
— Sam McCready , CIO / CDO , Racing & Wagering WA
and long-standing customers tests everything produced by RWWA , providing feedback that it uses to make changes before complete roll-out . “ There ’ s been a significant shift ,” McCready explains , “ from looking at what you ’ re technically delivering to looking at customer outcome .” Monitoring reception is a major part execution and staff are equipped for customer interactions . “ From a people point of view , there was a huge amount of work that went into changing communication styles , from analytical and problem solving approaches to more curiosity-based , customer-centric methods ,” he continues . As a high-
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