Tech Trends Worth Monitoring: Native Casinos Advised to Stay Updated for the Next Three to Five Years (Regarding Native Casinos, it's suggested they pay attention to tech advancements in the coming years)

Article Title: Embracing the Future: Technology Transforms the Gaming and Hospitality Industry

The gaming and hospitality industry is witnessing a significant shift, with technology playing an increasingly crucial role. According to Larry Fretz, Vice President of Industry Research and Senior Managing Partner of Gaming and Hospitality at Info-Tech Research Group, staying informed about these changes is essential.

One of the most promising technologies is digital twinning, which can be used to personalise customer experiences. By putting up signage and making offers in real-time based on customer behaviour, digital twins can enhance customer engagement and increase revenue. For instance, a Las Vegas casino used wi-fi and cellphone beaconing in 2013 to model customer behaviour after an event or concert.

Autonomous operations, like Agentic AI, are another area of focus. These technologies are likely to be applied to properties within the next three to five years. Agentic AI can monitor play, do the segmentation, and make recommendations for offers to players in real-time with a human in the loop. This can drive down costs for organisations and enable properties to redeploy employees.

Artificial Intelligence (AI) isn't a trend, but something that's already here, and casinos are already getting a return on investment from it. AI avatars can help with call centers in the casino industry, but deep fakes pose a potential issue. It's necessary to build verifications into processes to prevent deep fake fraud in the casino industry.

The concept of a 'digital twin' for customers is also gaining traction. Digital twins take in all available customer information, including profile, demographic, behavioural, and play data, and augment it with other third-party data and modeling. This can help casinos understand their customers better and provide personalised experiences.

Technology by itself doesn't create value, according to Fretz. People need to look at how to layer technologies to provide the value they're seeking. For example, Bluetooth beaconing can be used on the gaming floor to gather data for floor-mix simulation. This can help casinos analyse what games are performing on a dashboard and floor plan.

The next step will be layering in sports betting and online gaming. Mobile identification is being piloted in non-gaming areas to reduce friction points for customers. Self-sovereign identity, where the customer owns their information, is being tested in Europe.

In conclusion, the gaming and hospitality industry is undergoing a digital transformation. From digital twinning to autonomous operations, AI, and beyond, technology is revolutionising the way casinos operate. As Fretz emphasises, it's essential to stay informed and understand how to layer technologies to create value for customers and the industry.