This webinar, sponsored by LT, took place on May 20, 2025, and explored the evolving dynamics between casino operators and players.
As competition intensified and guest expectations evolved, many casino operators found themselves outpaced by the very players they were trying to serve. In this recorded session, Andy Parnell (President) and Lauren Hillery (VP of Strategy) from LT unpacked key findings from the 2025 Casino Player Trends Report — a national study based on responses from 703 casino players and 66 operators across the U.S.
The session explored the widening “Experience Gap,” highlighting how player preferences around non-gaming, digital engagement, and loyalty shifted — and where the biggest opportunities emerged for operators looking to close the gap.
Topics covered include:
- Changing Player Behavior: How economic pressures and rising non-gaming expectations reshaped guest engagement — and why most budgets lagged behind.
- The Digital Disconnect: Despite 69% of players researching casinos online, few operators prioritized digital tools. Meanwhile, 44% of players felt technology worsened their experience.
- Loyalty, Redefined: For affluent players, Millennials, and Gen Z, perks alone weren’t enough — recognition and personalization became key loyalty drivers.
- The Innovation Gap: Mobile, portals, and AI showed strong potential, yet 46% of casino executives said their organizations weren’t ready to capitalize on it.
The webinar also featured a panel of industry leaders sharing real-world insights and examples of what’s worked on the ground.
For questions about the research or to request the full report, contact info@lt.agency.