This is a blog from fall 2017. The opening sentences are still true two years later!! Today’s blog addresses two trends. Customer experience (CX) is being enthusiastically embraced by businesses, and augmented reality (AR) is being observed with reservation. We suggest that there is a natural connection between these two trends and that opportunities are present in both. AR: The Unknown Let’s begin by stating the obvious: augmented reality (AR) is hot. Both Apple, as discusse

Today we explore two trends in the digital universe that businesses should be considering: these are huge opportunities to improve engagement with their customers and extend their reach. The first is “prosumersim” (see below), and the second is merging the digital and real-world experiences. Trend #1: “PROSUMERISM” Have you heard of the “prosumer”? Thanks to technology and social media platforms, we are not just consuming content, we are now producers. While many of us may be

​ In my last blog I referenced a whitepaper produced by MGM Resorts International called “The Truth About Entertainment.” This paper reminded me of another set of insights that I found very impactful. Way back in 2011 I saw a presentation, “Researching Players’ Needs and Motivations”, featuring findings of work done by The Research Strategy Group (RSG) for Ontario Lottery and Gaming (OLG). RSG had been commissioned to both categorize and describe the psychographic[1] profiles

Entertainment is a fundamental need of human beings. Recent research by MGM Resorts International gives us insight into how we see and engag

Today’s blog was inspired by some interesting facts that I have researched and interpreted for readers working in the casino industry. This information is relevant to any business that may want to use technology to more effectively engage with its clients and/or employees. There are many potential applications. If you want explore this information, please follow the links to the source material. I am also producing an article on this topic for the next issue of Canadian Gamin

There are a number of stories that refer to the creation of the sandwich. They vary in detail, but the basic facts are the same. Context: The 4th Earl of Sandwich, John Montagu, was playing cards (for money). Problem: The 4th Earl of Sandwich became hungry. Mitigating Considerations: The 4th Earl of Sandwich did not want to leave the card table. The 4th Earl of Sandwich did not want to get his cards dirty. Solution: The 4th Earl of Sandwich directed a waiter (or his butler) t