How to improve customer experience in traditional casinos, an issue at GAT Virtual Expo
(Colombia, SoloAzar Exclusive).- Francisco Vidal, who has more than 20 years of experience in casino management on the main firms of the sector, was speaker at one of the masterclasses organized by Totally Gaming Academy at GAT Virtual Expo. The title of the talk held yesterday was “Operations and Marketing-How to improve customer experience in traditional casinos”.
Considering that traditional casinos will have future if they are capable to offer an interesting customer experience, Vidal talked about the actions that traditional operators will have to perform in order to improve such experiences.
He emphasized the following topics: the main mathematical components of the products, the digital transformation of casinos, the different player profiles, a comprehensive model for personnel management, as well as several analytical models for the improvement of the gaming experience.
This course is aimed at all those people who have a direct link with the face-to-face casino industry: operations and marketing executives, suppliers of machines, equipment and systems. Also for regulators, to understand where the future management of theaters could go and the potential impact of the legal frameworks that control the evolution of this sector.
"I am of the opinion that the gaming sector is expanding in multiple directions, and at the level of innovation, openness to change and so on, the face-to-face gaming vertical is lagging behind."
Vidal proposes that there be a long-term vision of the business, which implies investing resources in human capital and in the organic improvement of the customer experience in the gaming room, as well as developing a solid omnichannel strategy for face-to-face operations.
See the full conference