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As part of a significant move to transform the customer experience at its casinos, global casino gaming operator Codere has launched its Yak Cauhtémoc property in Mexico City with a new operating model, known as “360 Experience.” The property is the first of Codere’s 72 Mexico operations to feature the “360 Experience,” an initiative with three main pillars: product, process, and employee training.
The initiative was officially launched as one of the greater plans by Codere to modernize its businesses and enhance customer contact within the competitive Mexican gambling market.
A New Standard for Casino Operations
Operating under the motto “Where you have fun, enjoy, and win,” Codere’s new concept provides a seamless and enjoyable experience for customers from the moment they enter the casino premises until they leave. Codirector of Operations at Codere Mexico, Marcelo Silva, avers that the firm has embarked on an entire overhaul of the casino’s operations to ensure that customer satisfaction is the focal point of every encounter.
“In Processes, the reengineering has been complete,” declared Silva. “We have positioned the customer at the center of our processes, re-engineering each step to ensure a 360-degree experience.”
Improved Gaming Hardware and Innovation
Some of the product innovations involved replacing the existing gaming hardware. Some of the added features are sophisticated table games as well as the launch of the CONCEPT cabinet by Zitro in the slots section—a move Silva described as “a very innovative product in the country.” The addition of Zitro’s newest technology complements Codere’s efforts to update its portfolio and provide better gaming experiences.
The 360 model is not just about technology—there are advances in ambiance, customer service, and floor flow as well. These are added to help cater to shifting expectations on the part of players and to ensure that the gaming floor is smooth-running while delivering the maximum entertainment value.
Focus on Staff Training
One of the core supports of the new model is professionalizing casino staff. Codere is investing heavily in training so that staff can deliver an experience of high quality that focuses on the customer. This includes everything from customer service excellence to technical training in emerging game technologies.
Codere is convinced that well-trained personnel are responsible for providing the 360 experience. In the company’s view, the human factor is as essential to success as cutting-edge equipment and sophisticated processes.
Strategic Importance of Yak Cauhtémoc
The Yak Cauhtémoc casino was selected as the site for this new model due to its being very visible and having high traffic in Mexico City. Codere has 72 gaming venues operating within the country, and the company has stated that it will roll out the 360 experience to a high percentage of those venues by the end of the year.
“From now until the end of the year, we are going to replicate this model in a large portion of our rooms,” Silva promised. This growth plan, which is so aggressive, shows Codere’s confidence that the 360 model can propel customer satisfaction upwards and enhance operational performance across its portfolio.
Codere’s Broader Vision
With a presence in seven countries, Codere is not only establishing itself as a gaming operator but also as an innovator in the sector. The launch of the 360 experience at Yak Cauhtémoc indicates its commitment to redefine how gaming experiences are delivered in Latin America.
The new business model design aligns with global trends in customer-oriented business models and sets a new excellence benchmark for the Mexican gaming sector. As Codere’s expansion continues, the industry is closely watching how the company changes the game of player expectations and competitive dynamics in the nation.
Source: YogoNet
