| | May 20188CIOReviewSERVICE DRIVENTECHNOLOGYBy Les Ottolenghi, EVP and CIO for Caesars EntertainmentI want to share with you today some thoughts on what we at Caesars Entertainment are referring to as service driven technology. So, what is service driven technology? It's technology that is strategic. It is disruptive and transformative. When it is done right, service driven technology yields efficiencies that save lots of money, while rapidly increasing profitability for the firms that adopt it.Service driven technology is being widely adopted by the fortune 500­ who are heavily investing--not in a set of computers, applications or systems--but in a fundamental transformation of their businesses.So why are these transformations happening? Well, the world is different. The world is digital. The average person interacts with their mobile phone more than 2,600 times a day. The top 20 percent interact with their phones almost 6,000 a day. The number of phones, tablets and computers around the globe exceeds 8.4 billion devices. That's more than one digital device for every person alive today. So, whether we are streaming music, or playing e-sports, life as we know it is digital. Every competitive business is responding by exploiting service driven technologies in response to this new reality.So how is service driven technologies creating these major transformations? Well think about it in your own life. Think about the power of Netflix vs. Blockbuster. The success of the iPhone and Instagram vs. The failure of Kodak. Look at Starbucks and Starwood. How great is the Starbucks mobile app? As a digital leader Starbucks invests more money each year into service driven technologies--than they invest in creating new beverages. It is to the point that CEO Kevin Johnson refers to Starbucks' `digital flywheel' that is, `driving deep customer engagement, revenue, and profit growth around the
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