Cover Story

Wynn Las Vegas is managing to foster consistent guest loyalty in a highly competitive town, and in the complete absence of a formalized loyalty program. The secret, according to CIO Scott Carcillo, is superior customer service. This exclusive interview with Carcillo explores the service and the technology that's behind Wynn's uncommon loyalty.

As buzz words go, "innovation," has racked up serious mileage in the information technology industry. The word appears on nearly every industry conference agenda in 2008 (HT owns up to its share) and continues to be a prime directive for many top IT leaders. But beneath all the next-gen talk and the innovation task forces, successful innovation in the quick-service industry requires a dedicated focus on three things: accuracy, speed and simplicity.