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The Future of Resorts, Gaming and Entertainment is Closer Than You Think

The next decade will transform the resorts, gaming and entertainment industry as it increasingly blends physical and digital experiences

The digitalization catalyst

Resort and gaming operators are blending seamless digital elements into their in-person experiences to help create a hybrid future. The goal is a contextual digital journey, and it's closer than you think.

Extended periods of quarantine around the world drove huge numbers of consumers online and changed the way many industries operate. The resort and gaming industry was particularly impacted. As customers return to brick-and-mortar resorts, they are now expecting many of the digital experiences to which they’d become accustomed.

Resorts are also innovating when it comes to super-apps, wearables, augmented reality, virtual reality and other game-changing technology. Within these digital innovations, payments are likely to

play a role, enabling fast, frictionless transactions and enhancing the user experience. They are also likely to enable resorts to build new ecosystems for merchants and third-party sellers, fueling both consumer benefit and business growth and innovation.

This white paper explores how resort and gaming operators are bolstering in-person experiences with digital elements at every stage of the guest journey, from pre-engagement to arrivals and check-in to self-created loyalty-driven hospitality experiences and even gaming.

Extended periods of quarantine around the world drove huge numbers of consumers online and changed the way many industries operate. The resort and gaming industry was particularly impacted. As customers return to brick-and-mortar resorts, they are now expecting many of the digital experiences to which they’d become accustomed.

Resorts are also innovating when it comes to super-apps, wearables, augmented reality, virtual reality and other game-changing technology. Within these digital innovations, payments are likely to play a role, enabling fast, frictionless transactions and enhancing the user experience. They are also likely to enable resorts to build new ecosystems for merchants and third-party sellers, fueling both consumer benefit and business growth and innovation.

This white paper explores how resort and gaming operators are bolstering in-person experiences with digital elements at every stage of the guest journey, from pre-engagement to arrivals and check-in to self-created loyalty-driven hospitality experiences and even gaming.

High-end wearables can elevate the guest experience

A wearable could be synched with a guest’s preferred payment method, allowing them to easily transact anywhere in the resort. Beyond its functional purpose, a wearable could also create fashion opportunities. Visitors could choose between a few design options to coordinate with their preferred style.

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High-end wearables can elevate the guest experience

A wearable could be synched with a guest’s preferred payment method, allowing them to easily transact anywhere in the resort. Beyond its functional purpose, a wearable could also create fashion opportunities. Visitors could choose between a few design options to coordinate with their preferred style.

VIEW TRANSCRIPT AUDIO DESCRIPTION

JPM Wearable

[MUSIC PLAYING]

With the world already at our fingertips, imagine if we could be more fluid, more secure, and even more personalized. Empowering customers to live fully in the moment with a digital wallet that allows them to move across experiences seamlessly, intelligently. Where extraordinary technology enables easier ways to pay.

With responsibility at the forefront, we are unlocking a full customer ecosystem benefiting merchants and their guests.

The future of resorts gaming and entertainment is closer than you think. So imagine when we push beyond today's world together and embark on what's next for tomorrow.

An end-to-end
guest journey

Resorts and gaming operators could develop advanced super-apps that create a frictionless end-to-end journey for their guests. These apps could integrate multiple different services allowing customers to customize and personalize their experience ahead of time. They also typically include embedded payments so transactions can be made simply and quickly with a swipe or a tap.

Confirm digital identity

Tip easily

Track loyalty

Function meets fashion

No queues

Preset the thermostat

Unlock the door

Access the room safe

Making check-in
a breeze

The resort super-app could be part of an enhanced arrival experience. It could be used to automatically check-in the guest and be used as a digital identifier and digital room key. Some resorts may even make high-end wearables to add an extra layer of convenience and functionality.

Living in the moment
of each experience

With a super-app or wearable that is integrated with contactless payments, guests could seamlessly transact across the entire resort. They could book and gain access to a multitude of facilities and pay for any services, drinks or food they enjoy, all while benefiting from rewards, loyalty points and personalized experiences.

Make reservations

Order food delivery

Pay at retail

Access entertainment spaces

Manage funds

Game responsibly

Table games, slots and sports betting

Transfer funds across physical and digital

Creating the hybrid
gaming future

As the physical and digital worlds converge on the casino floor, guests could play any game without the need for cash or chips. They could also seamlessly switch between in-person and online gaming, using the same digital account and payments capability.

Imagining a wearable for resorts

A wearable can serve as a digital room key, an identifier and allow access across many resort experiences. It could also create fashion opportunities for visitors.

Digital and contextual experiences are
transforming the resorts industry

0%

of high-spenders (approx.) would like to see digital payments on the casino floor - AGA1

Payments are the bridge that connects the digital and physical worlds.

Payments technology will support the next generation of innovation in the resorts, gaming and entertainment sector. At J.P. Morgan, we offer a comprehensive, end-to-end set of solutions and technologies across payments, payouts, liquidity and treasury.

Lets talk about the future

Footnotes
1 American Gaming Association, October 2021. 'Payments Modernization in the U.S. Casino Industry: Research Insights.'' Accessed July 2022.