André Gowens
Guest speaker

André Gowens

Vice President, Enterprise Architecture, Software Engineering & Data/Analytics
André is an accomplished Hospitality IT Executive with more than 20 years of experience implementing technology solutions and leading the execution of global, complex omnichannel customer engagement platforms, Casino Management Systems, Property Management & Point of Sale Systems, HR/Financials, and all resort applications to increase revenue, improve customer/associate experience, efficiency, and reduce TCO. He manages budgets of $25M (CapEx & opex) and teams of 45 employees and up to 300 global consultants while managing procurement and supplier governance. He has led technology delivery for more than 40 digital transformation & CRM efforts for Fortune 500 companies, including: Wynn Las Vegas, Marriott International, Oracle Corporation, Ford Motor Company, GE Healthcare, Northwestern Mutual, United Healthcare, Sallie Mae and many more.

In André’s most recent position at Wynn Las Vegas as the Vice President of Application Development, Delivery & Architecture. André led the teams: Digital; Data, Analytics & Marketing; Front of House; Back of House; Integration and Architecture. André’s Org maintained and innovated the Property Management System Oracle Opera, Point of Sale System Oracle Simphony, Oracle Peoplesoft HR/Financials, Casino Management System, Retail system, Website, Mobile App, Salesforce platform for Casino Marketing & Call Center, Marketing platform, Revenue Management, Kiosks for check-in/out, and all applications. André led the team that delivered Pandemic mitigating initiatives to open property, comply with government & gaming commission regulations, and ensure customers felt comfortable returning to Wynn & Vegas. André oversaw the data modernization initiative to provide a 360-degree view of the customer and enable marketing to do more rapid, granular segmentation, quickly deliver personalized offers across channels and enable revenue management to forecast capacity and price rooms.

Prior to Wynn, André was Sr. Director of Application Development & Enterprise Architecture at Marriott International in Washington D.C., where André led diverse, global teams to execute large-scale projects. André delivered Property Management Systems; PMS integrated CRM platform; reservations application enabling 110M+ customers to book rooms over the Web and Call Center to sell room inventory; oversaw a 150,000 user Salesforce implementation for voice, eMail, chat, SMS, Chatbot, and Social for 7000+ properties and 25 Global Call Centers) enabling customers to purchase and engage with Marriott across all channels, while increasing revenue and reducing TCO.

Prior to Marriott, André worked for Oracle for 14 years where he collaborated with C-level clients to develop strategy to architect & implement omnichannel CRM SaaS solutions, data bases, and Engineered Systems for Fortune 500 companies. He led digital transformations, customer engagement platforms and analytics/reporting for 30+ clients.

André spends his free time with his wife and two beautiful, amazing daughters who are 1 & 3 years old. He is a physical fitness fanatic and is regularly found at the gym, mountain biking, and doing Mixed Martial Arts training. André provides mentorship to at risk youths with the goal of brightening the future for impoverished children.
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Tuesday, August 23, 2022 / 02:00 PM - 02:30 PM PDT
Case Study: Between a Hard Rock and a CIAM Place - Building Unique Digital Customer Experiences

Customer Identity Access Management (CIAM) is a vital component of organizations dealing with different entities, especially organizations that see growth via M&A. Seminole Hard Rock's user experience journey started with the requirement of having a 360 degree view of patrons across its multiple assets in the hospitality sector.

This session explores Seminole's journey; we look at what the requirements were, the unique challenges in our ecosystem, how we overcame those challenges and satisfied the requirements, and launched our internal digital platform.

Join us to hear from Gartner experts and thought leaders.