SKYCITY ENTERTAINMENT GROUP
338 more about its customer base , providing them with a better service . With everything from menu flows that allow staff to cross sell or suggest substitution , to promotional screens and ease of reward redemption , through to cleaner and more accurate reporting , thereby automating old manual processes . Customer habits , mobile terminals , and payment flexibility are all accessible through professional and versatile interfaces , and the partnership has been crucial to enhancing the way SkyCity now interacts with its customers .
Yet how does a company as established as SkyCity strike the balance between the legacy of its foundations and a thriving digital transformation ? A change in company culture is “ absolutely critical ,” McLatchie elucidates . “ We have people in the organisation who have been doing things the same way for many years , so we have had to go through a cultural change to get people to understand that technology is actually an enabler .”
McLatchie found that the best way to start was by describing “ what good
SEPTEMBER 2019