The Experience Gap: Player Expectations vs. Operators’ Priorities in 2025

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As competition intensifies and guest expectations evolve, many casino operators are finding themselves outpaced by the very players they’re trying to serve. LT’s just-released national study reveals a growing “Experience Gap” — the disconnect between what today’s casino players value and where operators are investing their time and budgets.

In this webinar, Andy Parnell (President) and Lauren Hillery (VP of Strategy) from LT unpack key findings from the 2025 Casino Player Trends Report, based on responses from 703 casino players and 66 operators across the U.S. The session explores how preferences around non-gaming, digital experiences, and loyalty are shifting — and where the biggest opportunities lie for operators ready to close the gap.

Topics we’ll cover include:
Changing Player Behavior: Economic pressures and rising expectations around non-gaming are reshaping guest engagement — yet most budgets lag behind the shift.

The Digital Disconnect: 69% of players research casinos online, but few operators prioritize digital tools for planning, booking, and managing visits. Meanwhile, 44% of players say technology has worsened the customer experience.

Loyalty, Redefined: For affluent players, as well as Millennials and Gen Z, perks aren’t enough. Recognition and personalization now drive true loyalty.

The Innovation Gap: Mobile, portals, and AI offer huge potential — but 46% of casino executives say their organization isn’t ready to capitalize on it.

We’ll also be joined by a panel of industry leaders offering real-world perspectives on these trends and what’s actually working on the ground.

For questions about the research or to request the full report, contact us at info@lt.agency.