THE THREE LEGGED STOOL

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Over the past few years, we have seen exponential change across industries, faster and more frequently than ever before. It is now the norm for organizations to deal with continual shifting due to disruptive forces such as market conditions, globalization, customer demands, technology, competition, input costs and catastrophic events. Because of the vast changes in customer journeys, travel patterns and customers’ priorities, there are probably no industries that are more sensitive to changes in the environment than gaming and hospitality (including travel, lodging, entertainment, hotel, and F&B). Organizations operating in these industries find themselves in a race to find new sources of revenue, create alliances, dig for areas to improve efficiency and productivity, and innovate to create an immersive and memorable experience for their guests.

Companies and leaders often avoid addressing disruption because it is messy and uncomfortable. While many organizations feel that change is a threat, others that generally succeed believe that change brings opportunities to grow, scale operations, and realize sustainable competitive advantage by improving products, services, technologies, people, and processes. In recent years, many businesses have focused on improving or transforming their operations. However, many efforts, some say over 70%, fail because one or more of the following three pillars do not get proper attention: strategy, delivery, and culture.

READ THE FULL ARTICLE BY RIAS ATTAR IN THE 2021 WINTER EDITION OF GAMING & LEISURE MAGAZINE.

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