| | November 20158CIOReviewEmbrace Technology to Stay Ahead!By Dave Doyle, CIO & SVP, IT, Regal Entertainment GroupRegal Entertainment Group is in the experience business. Traditionally, the customer experience starts with the anticipation of new movies and continues through a visit to our theatres. Evolving IT technology provides opportunities for Regal to maintain a constant connection with our customers. While social and loyalty platforms enable our guests to remain connected, supporting an omni-channel ecosystem is a challenge. A continuing focus on mobile solutions is a key component to engaging the customer and expanding the Regal experience beyond the walls of our buildings.We tend to embrace technology providers who share our interest in the customer, and select partners that are agile and creative. Experience, stability, and the remaining "block and tackle" expectations are important but fall down the list a bit.Keep Complexities at BayCustomer Insights is an area that has really advanced in our industry during the past few years. A more complete view of our customers from multiple touch points allows Regal to listen to them and engage them in a relevant way. The strength of the CIO/CMO relationship establishes an environment that recognizes the importance of Insights and leads to building a coordinated strategy.From a systems perspective, our industry has technology providers that power most our needs in this area. In addition, we have several folks on staff who are very knowledgable in data analytics. My advice is don't get overly complex and to keep expectations grounded. Thwarting Competition with Cutting-edge TechnologyThe motion picture exhibition business has introduced some amazing technologies since its inception, including movie presentation innovations such as 3D, IMAX, and our own Regal Premium Experience ("RPX"). Regal also offers a 4DX experience in Los Angeles, which features motion seats and special effects such as wind and fog. Such presentation advancements will continue.Providing moviegoers with a luxury experience is becoming more common, which includes reserved seating, recliner seats, expanded food and beverage options, and service to the seat. These amenities must be supported by technology. In Dave DoyleIN MY OPINION
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