What can you tell me about your exhibit at G2E?
A lot of the stuff we do is really around an integrated omnichannel ecosystem. Because – let’s face it – as a consumer, you’re already omnichannel everywhere you go. You’re on your phone, you’re on the web, you’re self-service. You’re doing the things that are most convenient to you. What you consider convenience is very personal to you.
And so, everything we do is really wrapped around meeting those customers where they are. You got somebody that wants a face-to- face experience? Here’s an incredible face-to-face experience. You got somebody that wants self-service, completely automated electronics? Great. You got somebody else who’s mobile? Great. You meet them where they are, they’re more likely to come back and spend more money. Our whole ecosystem is around adding those layers of convenience. That’s the kind of stuff we’re deploying. And now with G2E, there’s a few things we will launch.
Right now, it’s under wraps, because we deliver excellence. We don’t deploy anything that doesn’t work. We need to make sure things are far enough down the line to where when we pull off the curtain, you can go “Wow!” and it’s not that concept car that GM puts out in that auto show that you never get to see. No, this is the Tesla that is rolling off the assembly line, zero to 60 in 1.6 seconds kind of thing.
That’s exciting. It sounds like you’re excited about some of the products you will be launching?
It will set the industry on its ear. 100%.
Well, that’s an intriguing and bold statement to make.
Well, with technology if it’s not 10x better it typically doesn’t take off, right? Because it’s like, “Eh.” Nobody is motivated enough. The stuff that we’ve been investing in is jaw dropping. I imagine readers are going to be intrigued when they see this.
We’re excited about it and it hasn’t even launched yet. But that’s part of it, because the amount of work and stuff that we do – this has been in our incubator for the last couple of years. Because, with payments, it has to be right. I’ve heard my whole life, “You don’t mess with people’s kids, and you don’t mess with their money.” And so, when you’re talking about money and how this all works and meeting their expectations – them being whoever’s money we’re talking about here – it has to be perfect.
You have to have a system that unwinds it when there’s a problem. You have to have things that auto-heal and auto-correct. You push a button, you move your money, you think it’s there, it’s not. Even if it’s a few seconds, “My money’s not where I think it is,” you get that sinking feeling in your chest. And you go, “Oh man. Now how long is this going to take to resolve?”
And it creates customer service issues. Everything we’ve done heretofore is around eliminating all of those challenges – and there’s some pretty cool ways we go about doing that. But at the end of the day, it’s around certainty and trust. Because if we build that trust relationship from a commerce perspective, everything else the casino wants to add to that just builds and delivers better value to those guests. So we do really well to bolt all those things together really tightly.
You’ve been going to G2E for years and I’m sure you’ve created a lot of memories. It sounds like you’re going to be creating some big memories this year?
I think so. It’ll be super cool to see.
