What will it take to win back customers when the gambling industry reopens more, and make them feel safe enough to come out and play? That was the big question at Day 3 of the ICE North America Digital conference, with four sessions analyzing every side of that question.

First up was a series of talks, starting with Kelly Tucky, Strategic Communications Consultant & Owner at Ithos Strategic Communications. She emphasized that customers won’t come back unless employees are treated well. Let staff know you have a plan to keep them safe. Before casinos and offices reopen, use supervisors to reengage staff, and emphasize restarting your company culture.

Next was Michael Soll, President of the Innovation Group. He gave some expected numbers for what the gambling sector can expect once stay in place orders are lifted. Nationally, he expects mid 60% to 80% range of returned business in the 12 months after reopening, but that number is heavily dependent on how much social distancing is required.

Those numbers change regionally though. In New England, the expected number is anywhere from the low 20% range to no higher than a low 60%. Meanwhile, in the mountainous states, the number is higher at 30% to 70%. All of this will be heavily dependent regulatory changes, he noted, but also customer sentiment and health of overall economy.