With projections for 2025 showing little improvement, operators are shifting their focus from the VIP segment, heavily impacted by the absence of Chinese visitors, to the mass and premium mass segments, gaming consultant Sudhir Kalé said today in the inaugural workshop session of the 2025 ASEAN Gaming Summit.
“Gaming revenues for jurisdictions such as the Philippines, and Australia are down in 2024, and the outlook for 2025 is similarly bleak. A large part of this drop is attributed to the lack of Chinese visitors, especially in the VIP segment. Operators are now looking to the mass and premium mass segments to make up the shortfall”, noted Kalé.
The gaming consultant held a workshop titled “How to Acquire, Retain and Grow the Right Customers: A Masterclass on Optimizing the Customer Experience” on Monday, in which he addressed key strategies for enhancing customer engagement, highlighting that the quality of “customer experience provided to players” is key.
Customer experience, according to the consultant, is driven by eight key components, namely: the culture of the organization, linkage analysis, artificial intelligence, servicescape, segmentation strategy, internal marketing, and companywide collaboration.
Sudhir Kalé has provided high-level consulting for operators such as Wynn Macau, Wynn Al Marjan, Galaxy Macau, Crown Resorts, Mohegan Sun, Casinos Austria, Sun International, the Olympic Entertainment Group and HIT.
The ASEAN Gaming Summit 2025 kicked off on Monday with a series of workshops, before the main event takes place March 18th to 19th at the Shangri-La The Fort in Bonifacio Global City (BGC), Manila. The summit serves as a premier platform for networking, knowledge-sharing, and exploring advancements in gaming technology, regulation, and market trends.
Coinciding with the Summit is the Asia Gaming Awards 2025, which will be held on March 18th at the Grand Ballroom of the same venue.
