| | DECEMBER 202019CIOReviewLEVERAGING TECHNOLOGY TO MEET NEW HOSPITALITY AND GAMING TRENDSThe history of the modern casino and gaming culture dates back to the early 20th century where slot machines were predominant, and a gambler put in a coin and pulled a lever. The wheel spins, and when three identical cherries matched, there was a winner. That isn't the same anymore. It is too bland for the new generation that plays with Microsoft Xbox and Sony PS4. The new-age guests and players are more tech-savvy--they look for social interactions as well as more creative and interactive ways of playing casino games. The American Casino and Entertainment Properties is trying to unify technology as we try to reinvent ourselves and appeal more to the tech-savvy generation. The age of technology has improved in all aspects and we are trying to provide a more customized and technology-age experience to our guests. Having worked in the hospitality gaming industry for over 21 years, I have witnessed a lot of changes driven by technology. For example, there is a drive to board the cloud bandwagon. Technology partners move their applications to the cloud which we use to provide our services. Social media is another factor that is a driving factor which is changing customer expectations. Customers expect their presence to be acknowledged as soon a game is played or form is filled and they wish to be rewarded and encouraged to be our loyal customers. We are in a constant state of change, trying to identify technologies that will benefit our internal processes and making sure that we deploy them accurately. The only constant is change. When we discuss technology with upper management, the discussion is about trying to figure out how to strike the right By Marlon Ortiz, VP of IT, American Casino and Entertainment PropertiesCXO INSIGHTS
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