In this RFI, OLG is interested in understanding options that are available in Customer Experience (CX) and User Experience (UX) research capabilities. These capabilities can include but are not limited to: Voice-of- the-customer methodologies, customer journey mapping, persona development, web analytics, AI technologies, self-service surveying, usability testing, and other leading CX/UX methodologies.
OLG is also interested in understanding how the tools mentioned above have been used to improve the customer and user experience (i.e. increase conversion, attract new customer and increase customer loyalty). Specific strategic and tactic examples of how the “Respondent” used the research tools with other clients should also be shared.
And lastly, OLG would like to understand the industry leading KPIs and benchmarks used to evaluate CX and UX programs (satisfactions scores, performance, NPS™ etc.).
Each Respondent will be invited to make a presentation to OLG in-person in Toronto, Ontario. If a Respondent cannot make the Presentation in-person during the date and time scheduled, then the Respondent may attend via teleconference.
The RFI Presentations shall consist of Respondents making a brief presentation summarizing the Respondent’s CX and UX Research Service abilities and any additional features/capabilities relevant to the gaming industry.
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This notice includes a brief summary of the project scope only. OLG assumes no responsibility for the availability, accuracy, completeness or timelines of any of the information or fitness of such information for any particular purpose. Complete project details and RFI deadlines are found in the RFI documents.
