1. Self Introduction and overview of experience within iGaming
2. Overview of CRM:
● Definition and importance of CRM.
● Evolution of CRM in the online gaming and betting industry.
● How CRM has evolved from heavily incentivising players to engaging
players as precursor to retaining players.
3. Key Objectives of CRM:
● Customer acquisition: Strategies to attract new customers.
● Customer retention: Techniques to keep customers engaged - product
specific.
● How does player behaviour differ by product?
● The role of a sound bonus strategy in CRM.
● The funnel approach to segmenting players by lifecycle stage.
● The importance of testing in an ever-changing environment
● Customer satisfaction and loyalty: Building long-term relationships
4. CRM Software and Tools:
● Overview of popular CRM platforms (e.g., Salesforce, HubSpot, Solitics,
D-engage and Optimove).
● Bonus features and functionalities specific to gaming and betting.
● How does an omni-channel communication approach boost player
retention?
Due to popular demand, we’re excited to introduce a brand-new course tailored for those looking to break into VIP, enhance their existing VIP service levels, or establish their own elite in-house VIP team from the ground up.
Dive into the world of AI and its transformative role in gaming and betting. This workshop unpacks the mechanics behind AI-driven insights, exploring how machine learning powers personalization, predictive analytics, and large-scale decision-making. We'll examine the benefits and risks of AI, from enhancing user experience to ethical concerns, and uncover global trends shaping the industry's future.