Case Study: Caesars Entertainment achieves personalized VIP experiences and global cross-team collaboration with Salesforce

Upping the ante for excellent service

Caesars Entertainment, a 75‑year‑old global resorts and casinos operator with more than 40 properties and 70,000 employees, faced intensifying competition from local outlets and aggressive loyalty programs. To protect and grow its high‑value VIP business it needed to consolidate guest data and align staff across geographies and functions to deliver consistently personalized service.

Caesars implemented Salesforce to maintain complete customer profiles—hotel reservations, event attendance and guest preferences—and adopted an employee social network (Chatter) to enable real‑time, cross‑functional collaboration. The result was stronger ties with VIPs and more consistent, highly customized experiences across resorts, plus faster, more connected teamwork that wasn’t possible before.

Caesars Entertainment

David Koloski

Vice President, VIP Innovation & Operations