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#547: Leaders in Customer Loyalty: Brand Stories | Why DraftKings Looks Beyond the Betting Industry to Improve its Customer Experience
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Although online sports betting has surged in popularity since the U.S. Supreme Court legalized state-authorized sports betting nationwide in a landmark 2018 ruling, the industry remains dominated by just a small number of key players.
But the way Shawn Henley approaches his job as Chief Customer Officer for DraftKings—one of the two biggest sports betting apps in the world—is to cast a much wider net beyond his industry.
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