From bricks to clicks: Multichannel challenges and opportunities in casino and retail operations Moderator: Jeremy Kleiman, Member, Saiber LLC, USA (JK) Speakers: Dr. Alexander Legat, Head of legal, Novomatic, Austria (AL)
Jonathan Van Damme, legal attaché, at the Belgian Gaming Commission, Belgium (JVD) Gabrielle Angle, Director of Government Relations and Licensing, Geocomply, USA (GA)
Abstract: Are cashless technology, game content providers as well as land based and online gaming and sports betting vendors ready to deliver an omnichannel experience? Do regulations hinder an integrated smooth customer experience? What are the regulatory and technological challenges? Can concerns about integrity, security and auditability be fully addressed in the case of true omnichannel operations?
JK: This panel has a great a great title, from bricks to clicks, multi-channel challenges and opportunities, and casino and retail operations, which really is a mouthful, so I’m going to refer to it in shorthand as multichannel or omnichannel. And I want to introduce the great panelists that we have. Next to me is Alexander Legat, the head of legal for Novomatic. Jonathan Van Damme, legal attaché at the Belgian Gaming Commission, and Gabrielle Angle, Director of Government Relations and Licensing at Geocomply. So I thought we’d start by discussing what omnichannel or multichannel is and what it means because I think there may be some different definitions out there. So, there’s a sort of textbook definition of multichannel as an approach that allows customers to gamble, both online and on premise, while personalizing the customer experience and increasing customer engagement through tailored promotions. Not quite sure what all that means, but I do know that multichannel is probably much more than that. Because it’s an approach through technology, I would think that allows not only cross promotion and marketing both online and offline, to players, but also a seamless KYC tool, a seamless payments system, and other technology that allows a universal player experience both across online and offline. Would you agree
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