"Where the Canadian Gaming Industry Meets"


Digital Disruption and the Future of Customer Experience Innovation

James McQuivey

Digital disruption is tearing down and rebuilding every product in every industry. Thanks to digital platforms, your customers live in a world of heightened expectations and abundant options; they can get more of what they want, in more places, at more times, than ever before. Companies must now give them what they want, quickly, and in a more emotion-rich way. If not, somebody else will – including companies entering from outside the industry. The answer to this dilemma is to change the company’s approach to the customer. Gone are the days of building and delivering industry-compatible products. Now companies have to put the customer at the center of their processes, rethinking what customers are hiring the firm’s products to do. The most successful companies will be those who develop innovative customer experiences and relationships that consistently give people what they want.

How to do this? 

Join Forrester Principal Analyst, 
James McQuivey, popular speaker around the globe and author of the book Digital Disruption as he describes the steps companies must stake to put the customer at the center of their processes.

In this 45- to 60-minute session, McQuivey will explain:

  • Why consumers no longer fear trying new products and experiences, a phenomenon we call hyperadoption.

  • How the smartest companies have used technology to become digital disruptors, delivering more value, more quickly and often more cheaply

  • What we can learn from other industries about how digital disruption works and how to respond.

  • What mobile means in a world where customers expect to get what they want when they want it, and how a smart company like Disney finally solved its mobile gaming problem by putting the customer at the center of its process

  • How to develop a customer-obsessed innovation process in your organization and be the leader capable of sustaining that process

Tuesday June 20, 2017
9:00am - 10:15am

The Un-casino, Casino

Robert Rippee, Rahul Sood, Serth Schorr, Tracee Nalewak

A discussion on the emergence of non-traditional and new forms of gaming in the modern casino.

The session will begin with a presentation by Robert Rippee, Director of UNLV’s International Gaming Institute hospitality and e-sports innovation labs. Rippee will then host a panel of experts to discuss current trends in the gaming world, specifically those focused on a younger demographic.


Robert Rippee, Director of esports and Hospitality Innovation Labs at the International Gaming Institute, UNLV

Seth Schorr, Chairman, Fifth Street Gaming
Rahul Sood, CEO UNIKRN
Tracee Nalewak, Senior Corporate Marketing, Hakkasan Group


Tuesday June 20, 2017
2:00pm - 2:55pm

Cineplex: A Focus on Innovation & Diversification

Paul Nonis

Senior Vice President of National Operations for Cineplex, Paul Nonis, has been working in the film exhibition industry for almost 30 years.


An industry that has experienced significant change and disruption throughout the years, Paul will share how Cineplex has remained focused on innovation and diversification of the business to not only stay relevant but to also thrive as Canada’s largest film exhibitor. 

A leading entertainment and media company and top-tier Canadian brand, Cineplex welcomes 75 million guests annually through its circuit of 164 theatres across the country.

Wednesday June 21, 2017

9:00am - 10:45am

Sponsored by:

Novomatic Americas