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Towards a “Customer-first” Betting Experience

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Towards a “Customer-first” Betting ExperienceReading Time: 3 minutes

 

Sabrina Soldà, BtoBet’s Chief Marketing Officer:
SIGMA Malta has been a jam-packed experience with iGaming professionals from all over the world gathering at Malta’s MFCC, sharing their views and insights on the way forward that the industry should undertake.

Regulation and compliance, new market frontiers such as Asia and the US, emerging realities like Latin America and Africa, payments and the advent of blockchain … These were some of the main topics that were discussed in depth during the various workshops and conferences that span throughout the three days of the event. But the major event that really got my attention was the CRM workshop, with key figures like Quickspin’s Thomas Jones, and iMovo’s Javier de Arriaga underlining the importance for any iGaming company to gain a 360 view of their customer, resulting in a better retention of their players.
And whilst there is no doubt that from a technological perspective the industry is considered to be at the forefront, I find it somehow disappointing to acknowledge the fact that generally speaking the betting scene is still lagging way behind other entertainment industries.

Almost every industry is experiencing fundamental change, and the iGaming industry is no different. Consumer expectations have shifted and the continuous introduction and integration of innovative digital technologies channels are constantly impacting and changing customer demands transforming the player journey in a highly volatile scenario hugely effecting player loyalty and retention outcomes. Yet even though aware of this, most of the big players in the industry tend to persist with the status quo, sticking to their current approach where their players have to adapt to their business strategies and not vice versa.

Who are my customers? What do they want and need? How do they behave? What is driving their behaviour? How is it possible to engage my players, increase customer loyalty and achieve a seamless and holistic user experience in the age of digital disruption?

These are the strategic questions that service providers and operators alike should be posing themselves in order to be able to improve and provide an augmented UX.

Netflix provides an excellent example of the power of a company with a simple, clear customer strategy and business model adapted for the digital age with their customers at the heart of their business operations. What started out as a home delivery service of popular DVDs has transformed into a global media powerhouse, redefining the concept of customer centricity through technological innovations by using customer insight data to refine and develop its proposition.

The Netflix example proves that recent fundamental changes to customer needs and behaviour, and the arrival of disruptive new competition, means that many businesses need to develop a new customer strategy. In laymen terms, when it comes to the iGaming industry the provision of a “standardised” omnichannel betting platform is simply not enough to provide and guarantee the kind of betting experience that is sought by the players themselves. Resulting ultimately in the bigger player churn rates characterising most markets.
It is becoming clearer by the day that players are asking for a betting ecosystem that simplifies their interaction with all available devices, channels and communicative mediums throughout the span of the day, be it social media platforms, smart speakers, and why not, TV.

Operators should be in a position where they focus entirely on and develop in the way they deem best their player journey, and providing the best possible customer experience for their target players. Reality is that most operators are restrained from delivering an augmented UX via the core platform technology provided to them by service providers. In most cases we are still witnessing a case of the operator delivering the platform provider’s distinct betting experience, with no possible way for intervention on their behalf to alter this betting journey.

Fact is that most operators are slowly but surely transforming themselves into franchises with no unique points of reference that make them stand out from the competition. This is why the development of iGaming platforms enabling a holistic betting ecosystem that morphs around the players’ needs and preferences no matter the device, place, and medium should be placed at the higher echelons of the industry’s agenda.
This is firmly what BtoBet believes in. This is what we are working on delivering to our partners and their target customers. And this is what we are set to unveil in the coming weeks.

Source: Latest News at European Gaming Media
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Towards a “Customer-first” Betting Experience

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QTech Games Targets Indian Market with New Recruitment Drive

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QTech Games has announced further expansion plans across emerging markets in Asia, featuring a new recruitment drive around India’s breakout territory.

As the fastest-growing games distributor in Asia, QTech Games is logically broadening its reach into the world’s second-most populous country, where it is now taking applications from experienced sales people with knowledge of the India market.

The proven success of QTech Games’ new partnership model is opening up new territories for operators looking to secure a foothold in the Asian market via QTech Games’ local expertise and unique infrastructure.

“At QTech Games, we’re currently seeing the greatest growth in India. That’s no surprise considering a ramping population of 1.3 billion, near universal access to 4G, and dropping costs for smartphones and the internet, even in the backwaters. Consequently, India’s online sector has welcomed a raft of acquisitions this year, as operators plant their flags in the sand ahead of the expected boom. Accordingly, QTech Games is now offering operators the chance to become the integration partner for new content / studios, removing the hassle of integrations in order that internal tech teams can concentrate on value-added processes. In fact, our company axiom is simply: one seamless integration for all the emerging and growth markets,” Markus Nasholm, CEO of QTech Games said.

“A flexible platform and an open mind are the only things you must be sure to take with you, wherever you’re travelling across this ever-changing landscape – and, at QTech, our market-leading platform has you securely packed for all the best, localized games – majoring in mobile. Asian operators aren’t too bothered if you have the ‘traditional’ game providers. That said, if you don’t have the Fish game in China, there’s a 0% probability of becoming successful. And it’s a similar story with the Andar Bahar card game in India, where the eyes of the industry are converging right now. As a result, we’re already on a strong recruitment drive to hire the best and brightest minds as our tentacles extend into ever more culturally-specific and diverse territories. So, if you’re an expert with relevant experience in the territory, we’d love to hear from you,” Markus Nasholm added.

 

Source: Latest News at European Gaming Media
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: QTech Games Targets Indian Market with New Recruitment Drive

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Slovak Authorities Charges Tipos CEO with Money Laundering Case

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Slovak authorities have charged two employees of the Tipos national lottery on charges of violating their duties and money laundering. The CEO of the lottery, Ján Barczi, and the head of the IT department, Miloš Prelec, were charged.

Both are accused of “violating their duties when managing entrusted property and of money laundering,” Slovakian police wrote on their Facebook page.

The National Criminal Agency of Slovakia (NAKA) is investigating Tipos for allegedly allowing money to pass from gambling accounts to private bank accounts without placing any gambling bets.

The national gambling company has been under investigation by NAKA for more than a year. In April 2018, the company closed 142 player accounts on suspicion of being part of a money laundering scheme. Tipos said at the time about 260,000 euros was laundered, though authorities continue to investigate whether the number is larger.

Thirty NAKA members participated in last month’s raid on Tipos following a tip about the scheme from a whistleblower. NAKA was looking for evidence of the alleged money laundering.

Source: Latest News at European Gaming Media
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Slovak Authorities Charges Tipos CEO with Money Laundering Case

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Century Casinos Receives Approval from Missouri Gaming Commission to Acquire Isle Casino Cape Girardeau and Lady Luck Caruthersville

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Century Casinos Receives Approval from Missouri Gaming Commission to Acquire Isle Casino Cape Girardeau and Lady Luck CaruthersvilleReading Time: < 1 minute

 

Century Casinos has received approval from the Missouri Gaming Commission to acquire the Isle Casino Cape Girardeau and Lady Luck Caruthersville from Eldorado Resorts Inc.

Isle Casino Cape Girardeau is located in Cape Girardeau, Missouri. The property opened in 2012 and consists of a dockside casino featuring 41,500 square feet of casino space, 851 gaming machines, 24 table games, three dining venues, a pavilion and an entertainment centre.

Lady Luck Caruthersville is a riverboat casino located along the Mississippi river in Caruthersville, Missouri. The property opened in 1995 and consists of a dockside casino featuring 21,000 square feet of casino space, 513 slot machines, nine table games, two dining venues, a 40,000 square foot pavilion and a 28-space RV park.

In June 2019, the Company entered into a definitive agreement with Eldorado Resorts to acquire the operations of Cape Girardeau, Caruthersville and Mountaineer Casino, Racetrack and Resort, located in New Cumberland, West Virginia, from Eldorado Resorts for approximately $107.0 million. The Acquisition, which is expected to close in December 2019, is subject to customary closing conditions.

Source: Latest News at European Gaming Media
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Century Casinos Receives Approval from Missouri Gaming Commission to Acquire Isle Casino Cape Girardeau and Lady Luck Caruthersville

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