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Are your CRM tactics World Cup Ready?

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With the Qatar World Cup fast approaching we spoke to Thomas Aigner, Head of Business Development at Ibex.Ai about how operators can begin to revolutionise their CRM tactics ahead of the biggest sporting event of the year. Here we explore the opportunities available for operators choosing to modernise their approach to CRM marketing and make use of personalisation and automation developments in this sector.

The World Cup not only represents the biggest sporting event of the year but also provides opportunities for operators to create engaging promotions to retain existing customers. Many players may visit a casino or sportsbook platform infrequently with events such as the highly anticipated World Cup being the perfect opportunity to reintroduce these players to the content, bonuses and promotions available on your platform. Introducing Artificial intelligence can re-activate these players and keep them engaged through the use of machine learning and AI-powered personalisation and automation allowing operators to optimise the CRM process and limit the likelihood of players using competitors’ websites. This also allows operators to begin reaching players using the correct channels, especially important as we enter a period of increased sports betting.

Assuming a great acquisition strategy is already in place, the big differentiator in creating a successful CRM campaign is offering players a fully personalised experience. This means showing the content that resonates with them to engage with their interests and this is what will fundamentally aid in their retention in comparison to a competitor’s campaign. Typically, this is achieved using segmentation and defined target groups, with many customers within a group being targeted using the same campaign. This may provide an illusion of personalisation however at this level of granularity true personalisation through segmentation cannot be achieved. Fundamentally what may work for one player cannot be extrapolated to work for all and with such a popular sporting event taking place, these concerns need to be resolved.

It is presumed that the solution to this problem is creating additional segmentation groups with smaller and smaller groups being created and targeted. However, this becomes unscalable very quickly especially when an operator has multiple brands, trades across jurisdictions, has numerous CRM teams or has seen a recent increase in its player base whether through natural growth, affiliate opportunities or sporting events such as the World Cup. The segmentation currently used again doesn’t resolve the problem of personalisation. To answer this issue of personalisation the ecosystem has already begun modifying the CRM practices that it uses and introduced artificial intelligence and machine learning into the process. AI allows the tracking of players on an individual basis to determine what campaigns they interact with and what engages with them be that the content offered by a casino, a match deposit bonus or a particular game. In contrast to the segmentation approach AI also allows the CRM process to be fully automated with no need for managers to oversee this work or control workflow and no manual scheduling needed to initiate communication. The insights gained from the use of AI will be key to reintroducing customers to your platform to place bets during the World Cup.

Additionally, the World Cup will see operators increasing their spend on CRM to attract existing customers, however, utilizing AI and more specifically Ibex.ai operators can save money in this department. Players that are communicated with via an email marketing campaign will only be triggered if this communication will result in a positive spend for the operator when using Ibex. This negates overspending on customers who may not prove to be profitable and actively encourages the use of a smarter way of budgeting around CRM allowing for additional money to be saved. This process also avoids the ever-present and growing bonus abuse problem with users who seek these loopholes not being targeted by the AI and in turn reduces the costs of campaigns.

The email marketing campaign is also a key part of the CRM calculations used before generating messaging for a prospective customer. Timing and using the correct channel to reach an existing consumer is key for them to engage with the content and this is compounded during a month-long sporting event. Email campaigns, SMS, push notifications and more can be used to reach a customer however the timing of this messaging is also key. If they typically respond to a campaign during the evening marketing focused on an upcoming football match will need to be communicated the night before rather than on the day to encourage interactions throughout the month. Ai considers the timing and most useful channel to use prior to communicating with a player.

It is a guarantee that operators are asking themselves how they will manage their CRM practices during the World Cup and Ibex.Ai are offering a trial period to perspective operators looking to upgrade their services. This requires no initial integration and can deliver all your CRM needs before the first whistle blows on top of the current systems you have in place. We ask you to challenge the status quo and don’t simply reuse the same CRM tactics used for the last world cup to retain customers. As many competitors have begun to take advantage of the automation and personalisation offered through Artificial Intelligence, don’t fall behind. We can provide prospective clients with a trial focused on their churned players to provide insight as to the deliverables of our AI-powered services.

George Miller (Gyorgy Molnar) started his career in content marketing and has started working as an Editor/Content Manager for our company in 2016. George has acquired many experiences when it comes to interviews and newsworthy content becoming Head of Content in 2017. He is responsible for the news being shared on multiple websites that are part of the European Gaming Media Network.

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The future of safer gambling: The power of advanced monitoring systems and data-driven strategies to monitor player safety

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SkillOnNet Safer Gambling and AML Risk team manager Loizos Theodosiadis on using behavioural tracking systems and analytics to enable proactive risk management.

The future of safer gambling is rooted in predictive analytics and personalised protection. At SkillOnNet, we identify risks of gambling-related harm through both proprietary and third-party software. The third-party system, developed by Neccton and called the MENTOR player-tracking system, enables early detection of behavioural risk long before issues manifest.

These systems analyse vast amounts of data to identify subtle behavioural changes, enabling us to intervene proactively. As I often say, the most exciting developments are around predictive analytics and personalised protection. We’re working on better behavioural modelling to spot risks even earlier and guide players towards sustainable behaviour based on actual patterns, not fixed limits.

Our platform, incorporating Neccton’s system, exemplifies this approach. It continuously monitors player behaviour, flags higher-risk activities, and provides real-time alerts through popups, messages, and dashboards. This allows our teams to act swiftly, offering support or guidance precisely when it’s needed most. Automation supports us by supporting the players, delivering tailored messages about long sessions or risky spending habits.

This move towards personalised, behaviour-based interventions marks a significant shift from traditional, one-size-fits-all thresholds. The future of safer gambling tools lies in advanced monitoring systems and data-driven behavioural analysis profiling players.

Safer Gambling Week and the Role of Industry Collaboration

I believe that Safer Gambling Week is really important. It gives everyone in the industry a chance to pause and focus on the same priority, keeping players safe. We talk about safer gambling all year, but the week helps us amplify everything.

As well as just bringing together our own brands such as Slingo, the official site for Slingo games, and Spin Genie, a leading slots casino in the UK.

Throughout the year, our commitment doesn’t waver, but the week serves as a catalyst for greater awareness and collaboration. It’s an opportunity to reinforce that safer gambling should be a normal, embedded part of our operations and not just a regulatory checkbox. Creating an environment where players feel supported, informed, and empowered is fundamental.

Responsibility is at the core of everything we do. We believe that what sets us apart is how proactive we try to be. We don’t rely on generic thresholds; we focus on behaviour, spotting subtle changes, and acting early even before anything becomes obvious. This proactive stance involves significant investment in staff training, leveraging technology, and fostering a culture of empathy and care.

Our teams are trained to recognise behavioral cues whether in retail or digital environments – such as agitation, long play sessions, or mood swings. With Genting Casino for example, we use algorithms to identify risky behaviours early. Both environments present risks; the key is awareness, communication, and a duty of care. GentingCasino.com offers a premier gaming experience with top-tier slots and we want to offer top-tier player safety.

This proactive approach ensures that support is delivered before problems escalate, emphasising early detection and compassionate intervention. Our strategy is built on the understanding that safer gambling is discussed at senior levels and built into our strategy, not just treated as an add-on, reinforcing a genuine cultural shift within our organisation.

Strengthening Governance and Industry Standards

As online gambling becomes more accessible, I advocate for stronger governance frameworks to protect players effectively. Online environments have more accessibility, so we need a stronger governance framework. Retail needs trained professionals who understand behavioural cues.

I support the implementation of industry-wide standards for affordability and financial risk checks. I support an industry-wide standard for affordability and financial risk checks – applied consistently across all operators. It requires government clarity, data sharing standards, and a balance between consumer rights and harm prevention. Consistent application of these standards, combined with data sharing and regulatory clarity, will ensure that safer gambling practices are effective, fair, and respectful of players’ privacy.

The Ongoing Journey for Operators

While our industry has made significant progress, I believe the journey is ongoing. The industry is on a journey. Many operators, including us, are genuinely committed to embedding safer gambling into their culture. While responses have been reactive in the past, that’s changing.

Today, safer gambling is recognised as a core business priority – about sustainable play, long-term loyalty, and safeguarding reputation. Safer gambling is now a core business priority – about sustainable play, long-term loyalty, and reputation. As we look to the future, I am confident that companies investing early and embracing transparency will set the standard, shaping a healthier and more responsible industry.

SkillOnNet is a leading casino operator that offers a diverse range of online gaming brands. They offer cutting-edge technology, premium content and solutions for some of the industry’s most recognisable names.

They operate a wide range of successful brands including premium online GentingCasino.com, Prime Casino who offer a diverse selection of games as well as Slingo who offer a premium Bingo experience.

Throughout its extensive game catalogue from top-tier developers, SkillOnNet ensures players enjoy a safe, engaging and entertaining environment. They continue to lead the market with its flexible platform, localise expertise and strategic partnerships to offer best-in-class casino entertainment.

The post The future of safer gambling: The power of advanced monitoring systems and data-driven strategies to monitor player safety appeared first on European Gaming Industry News.

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Room 8 Group partners with Pragma to strengthen online game development capabilities

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Room 8 Group, an end-to-end strategic partner in external game development, has announced a partnership with Pragma, a company providing tools that help studios build online games faster, connect with players, and grow their communities.

This partnership enables Room 8 Group to integrate Pragma Platform, the game industry’s leading backend solution for connected games. Pragma delivers a comprehensive suite of cross-platform services, including authentication, social, commerce, player data, matchmaking, and telemetry, empowering developers to manage every stage of a game’s lifecycle, from launch to live ops and growth.

Room 8 Group always takes a consultative approach to co-development – making every technical decision based on what brings the greatest value and efficiency to the client, rather than relying on predefined service offerings.

 “We partner with leading technology providers to ensure our clients have access to the most effective solutions. Pragma’s platform brings clear benefits in scalability and player engagement, and we see real potential in implementing it within future projects.”  

Anna Kozlova, CEO at Room 8 Group.

As online functionality and live services have become a part of many modern games, Room 8 Group continuously explores new tools that reduce time-consuming and costly custom development while preserving each game’s unique character.

“Room 8 Group’s deep technical expertise and proven ability to integrate our solutions across different client needs and technology stacks makes them an ideal partner for Pragma. Together, we’re enabling studios to deliver connected, high-quality gaming experiences faster, more efficiently, and at greater scale.” 

Eden Chen, CEO at Pragma 

Together, Pragma and Room 8 Group are building the infrastructure that helps studios ship faster, operate smarter, and deliver better player experiences.

The post Room 8 Group partners with Pragma to strengthen online game development capabilities appeared first on European Gaming Industry News.

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BETBY EXPANDS E-SIM PORTFOLIO WITH TWO INDUSTRY-FIRST TITLES: eTABLE TENNIS and eFOOTVOLLEY

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BETBY, the leading sportsbook supplier, has expanded its proprietary esports feed, Betby.Games, with the launch of two brand-new e-sim titles: eTable Tennis and eFootVolley. Both releases mark a major milestone in BETBY’s commitment to delivering fair, authentic, and localised esports content that enhances 24/7 engagement for operators and players worldwide.

Representing a world-first for the industry, the eTableTennis title, entitled TTX CUP, introduces a completely new vertical to esports betting, with an authentic, fully fair, and transparent experience. The game features realistic physics, true-to-life gameplay, and zero-second betting delay, offering instant bet placement for one of the fastest-paced sports.

Each match follows the classic table tennis format of five sets to 11 points, with over 20 betting markets and high betting limits comparable to elite-level competitions such as the Champions League. Launched initially with two tournaments, TTX CUP delivers more than 1,500 matches per month, running 24/7 with no streaming delay, ensuring full transparency and player trust.

Aligned with the WTT Finals Hong Kong, one of the sport’s premier real-world events, the release allows operators to engage users during off-hours through a seamless, always-on e-sim.

BETBY’s second new title, eFootVolley, further strengthens its “go-local” approach by focusing on Brazil’s fast-growing futevôlei scene, one of the country’s most culturally resonant sports. The game replicates the official Liga Nacional de Futevôlei, following a five-set format (up to 11 points) and an average match duration of around 20 minutes, with 20+ available betting markets.

Launching in sync with the final stage of the real-world Liga Nacional de Futevôlei, eFootVolley provides an ultra-localised, 24/7 betting experience, reflecting BETBY’s strategy of blending authenticity with constant engagement. Following the success of eVaquejada, this release reinforces the company’s dedication to creating content that speaks directly to local audiences and their sporting passions.

Kirill Nekrasov, Head of Sportsbook Product at BETBY, commented: “With TTX CUP and eFootVolley, we’re breaking new ground in esports simulations. TTX CUP sets a new benchmark for integrity and realism in table tennis betting, while eFootVolley demonstrates our ongoing commitment to localised, culturally relevant content. Both titles reflect the Betby.Games vision to provide operators with high-frequency, fair, and engaging titles.”

The Betby.Games portfolio now features 25 proprietary titles, covering 80+ tournaments and over 400,000 monthly matches across multiple sports.

The post BETBY EXPANDS E-SIM PORTFOLIO WITH TWO INDUSTRY-FIRST TITLES: eTABLE TENNIS and eFOOTVOLLEY appeared first on European Gaming Industry News.

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