With our recent October Roundtable marking its 24th year, I find myself running out of new adjectives to describe it. Over the years, it’s been called innovative, interesting, helpful, productive, and fun — all true — but what I always return to is community. From its inception, the Roundtable was not only about bringing North American properties and business partners together in a unique format; it was about creating something lasting. It built a true North American community — one that learns from each other, invests in each other, and helps one another navigate evolving technologies, shifting business models, and new goals year after year. That’s an extraordinary accomplishment, and I’m so proud of what our G&L Community has built together over the decades.
Our photo recap from the Roundtable offers just a glimpse of the productivity and camaraderie that define this event. This edition also celebrates the recipients of the 2025 Gaming & Hospitality Industry Awards. It was my great pleasure to present the Platinum Award, our industry’s highest honor, to Agilysys. SHR Group received the Partner Award, and ForumPay earned the Transformation Award. Quick Custom Intelligence took home the Innovation Award, marking the fifth time Andrew Cardno has been celebrated on that stage. Congratulations to all of our well-deserving recipients.
We have another great edition on tap for you. In my last letter, I touched on the topic of exorbitant pricing. This quarter, Mark Fancourt expands that conversation with a thought-provoking quote from epidemiologist Dee Ellis, who said, “I love paying for an experience, but if you’re going to nickel and dime me, what you’re really saying is, ‘I will prey on your ignorance.'” Encouragingly, early signs our industry is beginning to course-correct — recalibrating pricing strategies in favor of long-term patron trust and value. Mark also reminds us that the future of casino gaming isn’t a zero-sum game between bricks and clicks; it’s a convergence. Those who truly understand both their customers and the shifting landscape will thrive.
To that I would add: know your trifecta. Know your customer. Know the tidal wave of innovation headed your way. And know your vendor. The vendors who support you will soon become your most trusted advisors — often in ways you haven’t yet imagined. Too often, customers remember vendors for what they once offered, overlooking the enhancements and acquisitions that make them what they are today, or they aren’t aware of the truly innovative new market entrants that can change the trajectory of operations — or the path that these technologies and processes will be taking in the very near term.
That’s exactly why we created the G&L Forum, coming this February 6. The Forum is designed to showcase current and emerging innovations — from today’s most advanced operational technologies to tomorrow’s Agentic AI — and explore how cybersecurity is being built directly into these solutions to safeguard our industry’s future. You no longer talk about innovation without including and cybersecurity. The Forum is your trifecta. It’s a power-packed day featuring 20-plus experts from across disciplines, all focused on helping us lead well today while preparing for the uncharted territory of tomorrow. Don’t miss the Forum and kick off 2026 in the right direction out of the gate for yourself and your company.
I’m wishing each of you a warm and wonderful holiday season. As always, I hope you enjoy this edition, and thanks for welcoming G&L into your home and office this winter.
All the best,
Jeannie Caruso, CEO
jeannie@mygamingandleisure.com
