During the GAT Caribe fair, held for the first time in Cancun on 26 and 27 November, the conference entitled ‘New payment experiences and technologies in the gaming industry’ was given by Alejandro Rojas Turcott, from Blumon Pay, and Luis Daniel Acosta, from Touch Dynamic-Wamaberry. The proposal focused on highlighting the pragmatic side of payment experiences, showing their evolution over time and seeking to change ‘the mindset’ in terms of what a specific payment means today. 

The general idea of the talk is to ‘think outside the box’, to rethink payment methods from a disruptive perspective. Alejandro ‘Alex’ Rojas urged attendees to think of the payment system as an ecosystem that transcends traditional transactions, integrating technology such as wallets, which are used to manage cash or card payments, as well as virtual ones. Alejandro explains: ‘When that player goes and buys in a retail shop, an ecosystem of payment methods is being created, both inside and outside the casino. It's about extending the economic impact beyond the gaming floor.

Towards a more agile and loyal payment experience

Luis Daniel Acosta focused his speech on improving the customer experience within the gaming industry, focusing on the transition from traditional payment methods to virtual solutions.

So, faced with the question of how to use technology to improve the customer experience, what do we have to do, and how do we do it? And how do we achieve this, the answers, Luis explained, lie in generating customer loyalty, and to do this, robust and durable technology must be integrated to ensure both investment and user satisfaction.

The focus is on creating a system with no interruptions and no time wasted. This facilitates access to services, and fosters customer loyalty and the best possible experience. ‘It is essential to have robust and efficient equipment that allows us to attract the customer's attention at all times, offering them an immediate solution to their needs,’ said Acosta.

Printed solutions and self-service in casinos

Another key question emerged during the conference, ‘How to ensure that the customer has fast and efficient access to their bets, promotions and metrics?’

Among the technologies highlighted were mentioned:
- Magnetic stripe reader and RFID, to identify and manage customer interactions.
- Artificial intelligence, used for administrative tracking, cheating detection, and real-time analysis of key metrics such as active bets or copier levels at the tables.

In terms of practical design, the solutions are designed to maximise the use of space in the casinos. ‘The specialised base, located under the tables, allows the equipment to be rotated so that the operator has a full view of metrics and operations,’ the speakers explained. 

On the other hand, they highlighted the so-called self-service, which is already established as one of the strongest trends today. Self-service not only improves operational efficiency, but also allows customers to manage their experiences in a more autonomous and satisfying way, aligning with market demands. ‘Self-service generates greater profitability, increases customer acceptance and improves the average ticket,’ said Acosta. 

In this context, it introduced the Quest Gaming Tablet, a device designed to merge online and in-venue gaming, providing an immersive and robust experience. This practical example, which allows for both gambling and enjoying gaming catalogues in land-based venues, illustrates how technology can transform the way customers interact with the casino ecosystem.

In short, the conference provided a ground-breaking overview for the industry, demonstrating that with the right tools, it is possible to create an ecosystem that is dynamic, cost-effective and adaptable to current market needs.