Published to clients: November 20, 2025 ID: TBW2107
Published to Readers: November 21, 2025
Whisper Email Release:
Public Release Date:
Analyst(s): Dr. Doreen Galli
Photojournalist(s): Dr. Doreen Galli
Abstract:
“This Whisper Report explores the most desired casino innovations identified at G2E 2025. Industry experts highlighted two key areas: operational improvements for casinos—such as seamless system integration and cross-platform play—and enhanced player experiences through biometric authentication, personalized VIP services, and engagement strategies. These insights reveal opportunities for transformation and differentiation in gaming technology.”
Target Audience Titles:
- Chief Information Officer (CIO), Chief Operations Officer (COO), Vice President of Gaming Technology
- Chief Data Officer, Chief Technology Officer, VP of Gaming Technology, Director of Gaming Technology, Chief AI Officer
- Casino Systems Engineer, Gaming Platform Developer, Security & Compliance Analyst
Key Takeaways
- Casino operators want seamless integration across systems, from cage operations to ERP, eliminating manual QA and enabling true plug-and-play functionality.
- Cross-platform gaming—switching between land-based and online play without disruption—is a top innovation priority for industry leaders.
- Biometric authentication is seen as critical for secure, personalized player experiences and streamlined identity verification.
- Personalized VIP experiences for mid-tier players, including concierge-style services, could transform engagement and loyalty in casinos.
What’s one casino innovation you wish existed today?
We took the most frequently asked and most urgent technology questions straight to the operation engineers and technology professionals gathering at the Global Gaming Expo held in Las Vegas better known as G2E 2025. This Whisper Report addresses the question regarding one casino innovation you wish existed today? The innovations are divided into two categories. First those focused on the casino itself and second those focused on the player experiences as depicted in Figure 1.
For Casinos
The first group of desired technology applies to the casinos themselves. CCT’s Wanor Franca’s focus is on the money trail. “It’s the ability to track your cage operations all the way through a revenue audit into your ERP. No solution is connecting all the data sources.” This integration issue is a common issue as Druvstar’s Melissa Aarskaug highlighted, “One innovation I wish the industry had was simple integration. Everything was plug and play and as soon as it was in implemented, it just worked. We didn’t have to do any QA testing. It just plugs and plays.” Diving in further, Incisor’s Aaron Jones highlighted, “seamless play between playing a land-based game and being able to play that game online.” Sounds like the entire industry could use a significant transformation and standardization. TBW Advisors LLC provides significant first-hand experience on digital transformation so be sure to schedule your inquiries if those integrations are bogging you down.
For the players
Attendees at G2E also had ideas of much wanted technology innovations that directly affect players. For one, Seon’s Matt DeLauro believes, “A casino innovation that I wish existed today would be more biometric authentication for players.” Additional research concerning biometric identification and authentication can be located in our coverage of ISC West and Identiverse.
Once the casino knows who the player is through advanced biometric authentication, Relay’s Chris Chuang believes more players could feel special. “I feel like uh there was a way that casinos could use technology to really bring the VIP experience to every gamer, right? People want to come to Vegas and feel like a VIP. Of course, they have that for the high rollers, but how do you personalize a VIP experience for the pre high rollers who are not quite there but maybe on their way.” But what exactly would that look like? Chris continues, “I think that that would involve different ways to welcome guests to make the check-in experiences more lux and personal. Maybe a personal concierge.” A personal concierge. Looks like Continent 8 Technologies’ Justin Cosnett was on the same page. “Making sure that players don’t have a bad experience. Yes, they’re going to lose money over the longtime lifetime, but the worst thing you could possibly see is players who will come, they’ll try a game for the first time or try a website for the first time, and if their experience is all loss very quickly over a short period of time. The thing that needs to really happen is people’s back offices making sure that players can actually enjoy themselves over a longer period of time rather than being short sharp .” Of course if you are going to dream of the idea casino innovation Plotline’s Erik Regan said what we are all truly thinking. “What’s one casino innovation you wish existed today? Unlimited free play!” That’s right unlimited free play – if you are going to dream – why not dream big!
Related playlists and Publication
- Whisper Report: What’s the next gaming tech that will change how we play?
- Whisper Report: What’s one casino innovation you wish existed today?
- Whisper Report: What’s the biggest risk in iGaming no one’s talking about?
- Whisper Report: What’s the best part about attending G2E live in Vegas?
- Conference Whispers: G2E 2025
Corporate Headquarters
2884 Grand Helios Way
Henderson, NV 89052
Downloading, re-uploading, or redistributing this file is not permitted under any license.
©2019-2026 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, Whisper Club, and One Change a Month, Vegas Convention Library; Leading Professionals, Real Questions, Real Time, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
