VICTORS: Dominate Your Competition Through Superior Customer Experience
A vast majority of businesses today compete primarily on Customer Experience (CX). However, the reality is that for gaming companies and clubs, efforts to achieve improvement in customer experience have consistently been bottlenecked, if not outright thwarted, resulting in inconsistencies and misalignment in CX delivery. Ambiguity and inactivity represent two of the most notable culprits […]
Who first Fingered the Russian slot machine hackers who are taking millions from casinos?
They haven’t gone away. As I mentioned in a previous article, our society C.S.&S.S. first mentioned Murat BLIEV in June 2011. In 2012 when I assisted in the opening of a casino in Switzerland the surveillance department already had instructions to red flag any Russians entering the premises. However, it wasn’t until June 2014 that […]
Technological Impacts on Table Games Operations
As we begin, tentatively, coming out of the Covid-19 pandemic, it is time to completely reassess the Casino industry and how we think it will progress, certainly in the short and medium terms. In Las Vegas, where I currently reside, there has been a definite split between the relative success of operations on, or off, […]
Lessons learnt from COVID restrictions on the slot floor
SLOTS Lessons – COVID-19 – What have we learned from the pandemic in Chile and does it apply or coincide with the rest of the world? There has been various very interesting and valuable articles regarding the impact of the pandemic on casino floors and what we can learn from it i.e. Floor diversification, player […]
The fate of a Colombian “stacker stealer” in Vietnam
Mr X received a heavy sentence for “stealing” more than 1 billion VND at a game machine. Wednesday, August 24, 2020 When he went to play at the Vegas Club in the center of Ho Chi Minh City, Mr X (*Ref Update number 019959) discovered that the unlocked money box was open and was stolen. […]
First-time casino visitors
Who are they? First-time casino visitors. This is the question every duty manager has to ask themselves when a big player (players) appears on their gaming floor. They may have arrived in a junket group from some unknown gaming jurisdiction or they may have just arrived on business to your city. If they are […]