It is a dirty job!
Reflections on the customer experience & more
Publications
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Canadian Gaming Business: Spring 2017
Kara Holm
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Canadian Gaming Business: Winter 2016/2017
Mobile Market: Let's stop talking about millennials already!
Kara Holm
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Canadian Gaming Business: September 20, 2106
Kara Holm
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Canadian Gaming Business Magazine: Summer 2016
Data Analytics: Putting Process into Practice
Industry panel, Kara Holm (contributor)
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White Paper: February 2, 2016
Applied Insights & Targeted Growth Strategies for Gaming Operators in Challenged Economies
Written by Kara Holm, with contributions from Helen MacMillan
Abstract
Increasing profitability and growing top-line revenue are not the same thing. In the gaming sector, this is an important distinction. Government agencies are focused on top-line revenue growth, while operators focus on bottom-line profits.
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Could gaming operators be looking within their businesses to identify and activate targeted growth opportunities, shifting their focus to top-line revenue growth while still maintaining a commitment to efficient operations?
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The answer is “yes”.
Bricks-and-mortar gaming operations possess a wealth of business data and customer research that can be used to uncover opportunities when considered holistically. In this paper, operators are encouraged to understand how cost reduction endangers actual revenue growth, particularly in the long-term and offers approaches for targeted revenue growth.
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Canadian Gaming Business: January 22, 2016
Buying In: social licence and the casino experience
Written by: Kara Holm
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White Paper: September 27, 2015
The Power of Social Licence in the North American Casino Industry
Written by Kara Holm and Helen MacMillan, with contributions from Robyn McIsaac
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Abstract
Government agencies, private casino operators, as well as First Nations and Tribal casinos in North America are all reliant on social licence – whether they know it or not. Without social licence, gambling would be more controversial, more stigmatized and would not be normalized as a form of entertainment. Social licence is a complex, mutable, multi-stakeholder calculation that grants the power to operate today, tomorrow and in the future. The prevailing source of influence over the licence to operate is held by the public, but there are many opportunities for interested parties to positively impact and strengthen their position. Most operators and agencies do not collaboratively or holistically work to earn social licence, nor is it strategically managed. The authors review the context for social licence in the casino sector, and identify specific considerations for private operators and government agencies individually, as well as their shared interests. The question of social licence for First Nations and Tribal operators in Canada and the United States is also considered.
White Paper: June 17, 2015
Responsible Gambling – Government Agency, Regulator & Casino Operator Alignment
Helen MacMillan, Kara Holm & Robyn McIsaac, B.P.R, M.A.
Abstract
Responsible gambling programs are the standard for government agencies, regulators and casino operators. They provide social license to operate and help to ensure an economically sustainable industry. Each of the parties has different reasons for embracing responsible gambling, which sometimes creates conflict. Alignment between the partners is necessary to ensure programs are effective and factor in both the business and social realities that drive them. At the core, responsible gambling programming is about educating and informing the players. Through consideration of all sides of this complex business issue, based on personal experience, the authors make recommendations about the most effective means of creating and implementing responsible gambling programs.