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What Industry Leaders Are Saying

“Gaming & Leisure is proud of our long partnership with Info-Tech to bring you the GHRC. Properties desperately needed a tier 1, unbiased methodology to analyze vendors in an apples to apples manner with the ability to weight their criteria. The GHRC filled this void and is the defacto standard for properties to save time and money and procure the right vendors to meet their needs. Vendor members of the GHRC benefit by understanding how they are analyzed by their clients and future clients; additionally, they understand how they rank against their competitors. The GHRC industry leading benchmarks, trends, frameworks and best practices help operators with strategic, start-up/opening and day-to-day continuous improvement.”

Jeannie Caruso

CEO, Gaming & Leisure

Industry Insights & Best Practices

  • Industry-Specific Research
  • Reference Architectures
  • Industry Trends
  • Top Technologies

Industry-Specific Advisory Services

  • Digital Transformation
  • Linking Business & IT Value Maps
  • Advisory Assistance to Help You Build Your IT Strategy
  • Mature Your Operations to Innovate
  • Peer Benchmarking

Deep Insights Tailored to Your Industry

1

IT Strategy & Alignment, Reference Architectures & Value Streams

Take deep ecosystem-level drive into your industry's ecosystem as well as the IT challenges and opportunities within it.

2

Top Trends Affecting Gaming & Hospitality

Explore key trends affecting your specific industry from the perspective of people, processes, and technology.

3

Peer Industry Benchmarking

Examine the data from IT departments across the industry to gain insight into the priorities, challenges and opportunities of IT in your industry.

4

Software Selection to Meet Industry Needs

Understand industry technologies and leading vendors in the space to expediate core buying decisions.

1

Business-Aligned IT Strategy


Strategy Alignment
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Casinos in Crisis: The Road Ahead

  • Info-Tech recommends rapidly convening an executive post-crisis reopening working group to identify reopening, new normal operational changes.
  • Start by understanding the gaming market trends thus far during the pandemic and how they can impact your localized casino operations.
  • Inform strategic and operational discussions, planning, and actions through seven proven steps in this brief.
Strategy Alignment
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Embrace Cashless in Your Casino

  • Identify the value of a cashless casino to your organization and communicate that value to gain leadership buy-in.
  • Ensure your organization has considered all the potential roadblocks to going cashless and identified possible solutions to overcoming them.
  • Select a cashless casino approach that will be well-received by the organization and your guests.
Strategy Alignment
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Develop an Optimal Sports Betting Approach

  • Understand what will comprise your sportsbook business model and how that can impact the benefits to your business.
  • Assess the vendors in the space to make an informed decision on your sportsbook vendor partner.
  • Develop an RFP and be prepared for the negotiations that will take place during the vendor selection process.
Strategy Alignment
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Integrated Casino Industry Reference Architecture

  • Demonstrate the value of IT’s role in supporting your integrated casino's capabilities while highlighting the importance of proper alignment between organizational and IT strategies.
  • Apply reference architecture techniques such as strategy maps, value streams, and capability maps to design usable and accurate blueprints of your integrated casino operations.
  • Assess your initiatives and priorities to determine if you are investing in the right capabilities. Conduct capability assessments to identify opportunities and to prioritize projects.
Strategy Alignment
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Kick-Start an Esports Initiative at Your Casino

  • Use Info-Tech’s research to understand the esports culture and how that culture can be best approached by casinos to create a sustainable business venture that engages a sought-after demographic.
  • Review the technical requirements that a casino needs to purchase or outsource to implement different esports initiatives.
Strategy Alignment
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Develop an iGaming Strategy

  • There is an understanding of the iGaming environment that includes state regulatory frameworks, market and competitive landscape, customer base, and internal capabilities.
  • An overview of iGaming-related vendors, architecture, solution options, and key considerations is provided.
  • A comprehensive inventory of user scenarios, use cases, and requirements are developed.
  • Similar requirements are logically bundled into IT initiatives. The initiatives are scored based on their relative value, risk, and dependencies to be prioritized and plotted on a roadmap.
  • A strong iGaming business case is created and ready to be presented to organizational stakeholders.
Strategy Alignment
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Hotel Industry Reference Architecture

  • Demonstrate the value of IT’s role in supporting your hotel’s capabilities while highlighting the importance of proper alignment between organizational and IT strategies.
  • Apply reference architecture techniques such as strategy maps, value streams, and capability maps to design usable and accurate blueprints of your hotel operations.
  • Assess your initiatives and priorities to determine if you are investing in the right capabilities. Conduct capability assessments to identify opportunities and to prioritize projects.

2

Top Industry Trends


Top Trends
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2020 Hospitality Trend Report

With the insights provided in this Hospitality Trend Report, making sound decisions about which technologies can provide a competitive edge and generate revenue for those in hospitality is possible.

Top Trends
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Hospitality Communications Market Trends & Buyer's Guide

  • Meet key corporate objectives and demonstrate real ROI enabled through a strategic hospitality communications approach.
  • Be aware of key hospitality communications laws, requirements, and rating criteria.
  • Maximize your investment by selecting a telephony solution that is adaptive to future innovations and compatible with existing needs.

3

Industry Benchmarking


Peer Benchmarking
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2019 Gaming IT Benchmark Report

  • Use the data and analysis from Info-Tech’s 2019 Gaming IT Benchmark Report to inform your IT strategic plan, organizational design, and security priorities.
  • Understand which practices have the biggest impact on overall IT performance.
  • Benchmark the your integrated casino resort IT's effectiveness and maturity against your peers.
Peer Benchmarking
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2018 Casino IT Benchmark Report

  • Use the data and analysis from Info-Tech's 2018 Casino IT Benchmark Report to inform your IT strategic plan, organizational design, and security priorities.
  • Understand which practices have the biggest impact on overall IT performance.
  • Benchmark your integrated casino resort IT effectiveness and maturity against your peers.

4

Core Industry Technologies & Software Selection


Core Industry Technologies
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Employee Safety Devices: Preparation and Selection

  • ESDs empower employees to feel safer during emergency situations and increase the efficiency with which those employees can be located in times of duress.
  • Properties that already have an IoT platform or are considering implementing one will have the advantage of already establishing the right network components associated with ESDs.
  • Make an informed choice on which vendor will meet the needs of every stakeholder involved in the selection process.
Core Industry Technologies
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Vendor Landscape: Food & Beverage Point of Sale Solution

  • Understand what’s new in the POS market.
  • Evaluate prominent and trend-setting vendors and products against your enterprise needs.
  • Determine which products are most appropriate for particular use cases and scenarios.
Core Industry Technologies
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Vendor Landscape: Digital Signage Software

  • Digital signage solutions generate 2-5 times more impressions than static signs and when screens are strategically located throughout major guest traffic areas. When combined with smartphone technology to provide coupons, venue information, events, show times, menus, etc. operators can deliver unparalleled opportunities for creativity and guest experience innovation. Shortlist the solutions based on your feature requirements, paying close attention to prioritized advanced features and usage scenarios.
  • Save time and money by using Info-Tech’s Vendor Landscape to understand what’s new in the digital signage, or digital out-of-home (DOOH), market for gaming, hotel, restaurant, and entertainment enterprises, and compare and contrast the major digital signage vendors.
  • Shortlist the solutions based on your feature requirements, paying close attention to point of sale (POS), meeting and event management, and casino management system (CMS) integrations, transactional data flows, and hardware requirements.
Core Industry Technologies
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Vendor Landscape: Video Surveillance

  • Meet regulatory compliance obligations for game protection while demonstrating real ROI through point-of-sale fraud prevention and enhanced business operation insights.
  • Provide a safer and more secure environment for your customers without inconveniencing and disrupting their gaming and hospitality experience.
  • Improve threat identification and reduce operator fatigue by choosing the right solution that can leverage innovative analytic technologies.
  • Maximize your investment by selecting a solution that is adaptive to both future innovations and compatible with existing analog technologies.
Core Industry Technologies
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Vendor Landscape: Business Intelligence for Gaming, Hospitality, and Leisure

  • Understand what’s new in the GHRC BI market.
  • Shortlist top BI vendors and their products based on requirements and use cases specific to the gaming and hospitality industry.
  • Save time and money by using Info-Tech’s Vendor Landscape to compare and contrast the major GHRC BI vendors, and then create a shortlist of the most appropriate vendors.
Core Industry Technologies
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Vendor Landscape: Self-Service Kiosks

  • Save time and money by using Info-Tech’s Vendor Landscape to understand what’s new in the self-service kiosk market for gaming, hotel, restaurant, and entertainment enterprises and compare and contrast the major self-service kiosk vendors.
  • Shortlist the solutions based on your feature requirements, paying close attention to point of sale (POS) and casino management system (CMS) integrations, transactional data flows, and hardware requirements.
Core Industry Technologies
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Vendor Landscape: CRM Suites for Gaming, Hospitality, and Leisure

  • Understand what’s new in the GHRC CRM market.
  • Shortlist top CRM vendors and their products based on requirements and use cases specific to the gaming & hospitality industry as well as newer trends such as social and mobile.
  • In particular, pay close attention to the social component of sales, marketing, and customer service management feature sets.
  • Save time and money by using Info-Tech’s Vendor Landscape to compare and contrast the major GHRC CRM vendors and then create a shortlist of the most appropriate vendors.

Gaming
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Modernize Lottery Channels Through iLottery Selection

  • Determine the health of your current operations and processes as the first step towards your iLottery implementation.
  • Ensure your organization has examined potential risks and considerations when executing iLottery and has identified manageable solutions to conquer these hurdles.
  • Select an iLottery vendor and strategy that will be well received by the organization and your stakeholders: players, retailers, and legislators.
Gaming
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Vendor Landscape: Casino Management Systems

  • Shortlist top CMS vendors and their products based on requirements for trends such as mobile, bonusing, and server-based gaming.
  • Save time and money by using Info-Tech’s Vendor Landscape to compare and contrast the major CMS vendors, and then create a shortlist of the most appropriate vendors.
Gaming
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Select a Casino Table Games Scheduling Solution

  • Business volumes can inform the optimum number and arrangement of table games. However, IT can expect pushback from operational managers who feel that the forecasted solution rubs against their knowledge and experience.
  • Cost consciousness is a top priority for casinos. Even though a workforce planning strategy requires investment in operational capabilities and applications, reducing inefficiencies should show tangible and intangible benefits in the long term.
Gaming
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Vendor Landscape: Mobile Gaming Platforms

  • Shortlist the solutions based on your budget and feature requirements, paying close attention to integration and marketing capabilities.
  • Save time and money by using Info-Tech’s Vendor Landscape to compare and contrast the major mobile gaming platform vendors, and then create a shortlist of the most appropriate vendors.
Gaming
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Select a Casino Anti-Money-Laundering Compliance Solution

  • Ensure the IT team understands their roles and responsibilities prior to implementation to help ease the transition into this new system.
  • Identify the AML requirements for both know-your-customer (KYC) information and transaction monitoring systems.
  • Use the accompanying vendor landscape to evaluate the leading products in the market space according to your particular risk-based scenario.
Gaming
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Vendor Landscape: iGaming Platforms

  • Shortlist top online casino vendors and their products based on requirements for iGaming trends and existing land-based casino games.
  • Save time and money by using Info-Tech’s Vendor Landscape to compare and contrast the major online casino vendors, and then create a shortlist of the most appropriate vendors.

Hospitality
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Vendor Landscape: In-Room Tablets

  • In-room tablets are used more frequently than mobile applications, garnering anywhere from 40-50 unique page views per guest per day. When combined with the ability to collect and utilize guest data to promote targeted hotel services and amenities through analytics and business intelligence and the ability for hotels to displace traditional printed marketing collateral and improve energy management, hotels are seeing significant ROIs quickly after deployment.
  • Save time and money by using Info-Tech’s Vendor Landscape to understand what’s new in the hospitality in-room tablet market and compare and contrast the major vendors.
  • Shortlist the solutions based on your feature requirements, paying close attention to integration capabilities particularly with PMS, POS, and in-room control systems.
Hospitality
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Vendor Landscape: Revenue Management Systems

  • Understand the features and business benefits of using an RMS to support revenue management efforts.
  • Determine the integration requirements based on organizational needs to focus product evaluation on the right criteria.
  • Assess the current revenue management market and assess its direction.
Hospitality
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Vendor Landscape: Housekeeping Automation

  • Housekeeping solutions will enable dramatic improvements in housekeeping operations and typically deliver a payback in less than three months through improvements to operational efficiency and effectiveness. Shortlist the solutions based on your feature requirements, paying close attention to forecasting and scheduling, communications, and inputs/constraints to rules and queuing.
  • Save time and money by using Info-Tech’s Vendor Landscape to understand what’s new in the housekeeping automation market for gaming, hotel, and resort enterprises and compare and contrast the major housekeeping automation vendors.
Hospitality
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Vendor Landscape: Property Management Systems

  • Shortlist top PMS vendors and their products based on requirements for trends such as mobile, self-service, and real-time data.
  • Save time and money by using Info-Tech’s Vendor Landscape to compare and contrast the major PMS vendors, and then create a shortlist of the most appropriate vendors.
  • Hospitality
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    Vendor Landscape: Door Locks & Access Control

    • Provide an enhanced customer experience and increase customer engagement by streamlining door entry and credential distribution.
    • Reduce management and operational costs and maximize existing investments in technology and operational efficiencies by choosing the right solution that can leverage existing capabilities and infrastructure.
    • Reduce enterprise risk by selecting a solution that will provide a high level of adaptability to future changes and innovations in contactless reader technology.
    Hospitality
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    Vendor Landscape: In-Room Entertainment

    • Increase customer engagement by allowing guests to watch their own content and internet subscriptions on the hotel television.
    • Provide a personalized customer experience by using the television for targeted advertising and promotions.
    • Control TV branding and content from a centralized center through a cloud-based SaaS solution.

    Other Research


    Other Research
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    Build or Refresh the WLAN

    • Gain stakeholder buy-in by making a solid business case for your WLAN build or refresh project by understanding the value it provides to the business.
    • Define the business context surrounding the WLAN build or refresh and make sure your technical requirements can satisfy your business requirements.
    • Develop a comprehensive request for proposal based on your technical requirements and score your responses using a standard methodology.
    • Craft a well-designed network implementation and monitoring process in order to ensure ongoing project success moving forwards.
    Other Research
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    Outsource Network Management in Gaming & Hospitality

    • Follow Info-Tech’s methodology to boost your chances of outsourcing success and reduce network costs, improve network capabilities, gain access to new skills, improve ability to scale, and increase efficiency in internal resource allocation.
    Other Research
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    Navigate the EMV Liability Shift

    • EMV is the first step to a multi-layered approach to protecting cardholder data upon swiping and then processing.
    • Preparing for NFC payments (i.e. Apple Pay and Google Wallet) is a part of selecting your EMV solution.
    • Make a solid business case for your EMV project by articulating and supporting the value it creates to the organization.
    • Define the organizational context for your EMV deployment and make sure your technical requirements can satisfy your business requirements.
    • Carefully plan your project prior to deployment to reduce any roadblocks and issues associated with implementation.

    Latest Gaming & Hospitality Notes

    Short, tailored research notes aimed at providing you with timely insights, relevant to your industry. Hot off the press, these notes will be published regularly and pair great with your morning coffee.

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    Reorganizing the eSports Industry: Part 1

    Date published

    October 19, 2021

    Author:
    • Russell MacMillan

    eSports are becoming more engrained into the American culture on a daily basis. Investors are looking to invest in the growing eSports industry. A lack of collective organization between consumers and investors has hindered industry growth. The eSports industry must structure itself into a collective league based on consumer demand similar to the NFL to drive the continued growth of the industry and unlock new opportunities.

    Reorganizing the eSports Industry: Part 2

    Date published

    October 19, 2021

    Author:
    • Russell MacMillan

    In Part 1, we investigated the need for the eSports industry to structure itself into a collective league based on consumer demand similar to the NFL to drive the continued growth of the industry. In Part 2, we expand on the proposed strategy and suggest an action plan for eSports expansion.

    Modernize Lottery Channels Through iLottery Selection – Executive Brief

    Date published

    September 28, 2021

    Authors:
    • Monica Pagtalunan

    • Larry Fretz

    Use this executive brief to make the case for implementing iLottery and to understand why the selection process is so important for a successful iLottery program.

    Anti-Money Laundering: Lessons Learned From BCLC and Its Transactional Monitoring System

    Date published

    May 13, 2021

    Author:
    • Mark Maby

    Casinos employ substantial resources monitoring and processing suspicious activities in order to satisfy anti-money-laundering (AML) requirements. IT solutions can help and, in coming years, they may be necessary. However, the solutions have limitations, and pushing beyond those limitations can have negative consequences.

    COVID-19 Crisis Mitigation Tactics for Hotels

    Date published

    April 8, 2020

    Author:
    • Larry Fretz

    As various segments of the tourism industry shut down, prepare to close, or experience a rapid decrease in guest occupation, know that this will not last. Historical cycles following 9/11, SARS, and the 2008-09 recession have all provided insight into a resilient industry that will rapidly recover. The industry can and will get through this time by being innovative, being prepared, and communicating regularly.

    Visit our COVID-19 Resource Center and our Cost Management Center
    Over 100 analysts waiting to take your call right now: 1-519-432-3550 x2019