Human Interaction vs. Automation: When is Self-Service Bad Service?

Human Interaction vs. Automation: When is Self-Service Bad Service?

October 15, 2019, 11:00 AM - 12:00 PM

Veronese 2406
Many of us believe that automation is more convenient and cost efficient. AND...many of us believe that human interaction is an essential component of excellent customer service. Join us for an interactive debate from both sides to determine when it is appropriate for each approach. Topics to debate: •Improved overall guest experience, increased revenue, convenience or frustration, are we creating new jobs or displacing jobs? • Does it matter how old our customers are? • Learn how each approach affects the casino operation: Player's Club, Food and Beverage, Front Desk, Parking and Valet, Casino Cage and Retail and Entertainment.


  • Luigi Mastropietro


    VP Relationship Marketing


    Luigi Mastropietro is currently the VP of Relationship Marketing for Everi (formerly Global Cash Access), (NYSE: EVRI), headquartered in Las Vegas,...

  • Linda Gordon


    Director of Gaming Client Development

    SCA Gaming

    Linda Gordon is a highly regarded, subject-matter-expert in the gaming industry. During her 15 years with SCA Gaming, Linda has educated and helped...

  • Julie Hall


    Director of Player Development

    Golden Nugget Las Vegas

    Over 35 years in the gaming business holding a variety of positions on the Casino Marketing Side from Director of Marketing, Director of Special...

  • Scotty Rutledge



    Marnell Gaming

    Scotty Rutledge, is the Chief Marketing Officer for Marnell Gaming, LLC Las Vegas Nevada. Having 40 years of Leadership / Management experience in...

Program Type

  1. Program Type


  1. Track
    Optimizing Gaming Operations