During the session, held at the Nueva Granada Hall of the Las Américas Convention Center, the experts agreed that technological transformation permeates all levels of the gaming business, from payments to user experience.

One of the central themes was the evolution of the transactional ecosystem. In this regard, it was highlighted that “immediacy, relevance and the reduction of friction in transactions are now taken for granted by customers,” reflecting how user expectations have radically changed. The incorporation of digital wallets and instant payment systems was pointed out as a key factor to “generate trust, speed and structure in the sector.”

At the same time, the advance of artificial intelligence was identified as one of the greatest forces of transformation. “It is definitely one of the biggest waves of transformation we are going to see,” was stated during the panel, emphasizing its impact both on personalization and operational efficiency. In this sense, it was remarked that the goal is to move “from localization to hyper-localization, to personalization,” even recovering the level of user knowledge that existed in traditional models.

Pablo Bergesio stressed the need to balance innovation with control: “The operator demands control, reporting, and everything must be delivered at the same time without friction in operations.” He also emphasized that technology must support business growth without compromising user experience.

Another key point was the importance of localization in markets such as Latin America. The panelists agreed that “today it is not an option, it is a requirement,” due to regulatory, cultural and operational differences between countries. This adaptation also extends to regulatory compliance and operational traceability, essential elements to strengthen trust in the sector.

On the relationship between suppliers and operators, the experts proposed a paradigm shift: “We are not suppliers, we are partners,” highlighting that current business models are aligned with shared results. In this context, emphasis was placed on the need to think long-term and prioritize scalability over decisions based solely on costs.

The debate also addressed the challenge of talent in the digital era. The shortage of specialized profiles, especially in artificial intelligence, was identified as one of the main hurdles. “AI engineers are scarce,” it was noted, forcing companies to develop new retention and engagement strategies.

Regarding the role of technology, the panelists agreed that adaptability speed will be decisive: “Companies that do not envision the ability to move at a different pace today will begin to see how they fall behind.” However, they also warned that “speed must not compromise stability or scalability,” underscoring the need for balance.

Finally, in relation to artificial intelligence, its role as a complementary tool was emphasized: “It will never replace humans; it will always be the human who applies the final judgment.” Nevertheless, its impact will be profound, both in operations and in user experience.

In conclusion, the panel made it clear that the gaming industry is undergoing a stage of structural change, where technology, traceability, and innovation will be decisive in competing within an increasingly demanding and dynamic environment.