Connect with us

Latest News

Thought Leadership/Q&A with Thomas Aigner head of business development at Ibex.ai discussing the future of CRM

Published

on

Reading Time: 4 minutes

 

Thomas Aigner, Head of Business Development at Ibex.ai discusses the changing landscape of CRM processes and how the development of artificial intelligence is altering the future of CRM.

How does Ibex see the future of iGaming CRM developing in relation to AI and how will this benefit operators? 

 

What does the current landscape of iGaming CRM look like- what changes are you expecting over the next few years?

Currently, we are seeing more and more investment in AI solutions as operators and suppliers look to gain an edge in the increasingly competitive iGaming market, however, I think as an industry we have only just begun scratching the surface with significant changes to CRM forthcoming. There are some obvious, well-known CRM suppliers in the market, such as Optimove and Fasttrack as well as a lot of promising rising stars entering the space. We have already seen examples of acquisitions of these newer companies through recent deals involving Optimove acquiring Graphyte, and I’m expecting to see more of these types of partnerships moving forward.

Most of the ongoing innovation has been structured in a traditional linear way, to optimise the current CRM processes and how those teams work, essentially helping them better segment players or create rule-based systems (gamification or customer journeys). Once built, they send automated communications, but much in the same way as the term personalisation is often misused, automation is also because businesses still need someone to constantly create new target groups, campaigns and rules for new journeys. This increases overheads through the cost of labour to manage these systems whereas using an AI that offers true automation reduces these costs. The future of CRM is AI – creating full automation and developing a self-driving system is paramount, and this process is at the core of what Ibex.AI stands for.

As AI becomes increasingly integrated into the CRM process, we will see fundamental differences in how companies operate daily. CRM teams will begin moving away from segmentation and average campaigns for target groups and pivot towards 100% personalisation. We will see less human error through data analytics, and close to perfectly accurate execution.

 

What does the advancement in AI technology mean for jobs going forward?

There’s always a sense of fear of the unknown when it comes to innovations, especially surrounding Artificial Intelligence. The real aim here is for AI to assist companies by automating the process, reducing the amount of legwork that is currently done by humans, with these job roles adapting to focus increasingly on creativity, strategy and giving more commercial responsibility to people. It could mean that CRM and Retention Managers can grow more into the role of Brand Managers, gaining more responsibility and taking care of bigger markets. AI also creates the opportunity to help start-ups without the budget for their CRM team, as well as those brands looking to enter new markets.

 

How will changes to CRM affect issues surrounding bonus abuse and player retention?

Bonus abuse and player retention have been a cause for concern within the industry and AI can solve many of these issues through the use of deep learning algorithms. AI can predict the LTV of each player under many different scenarios, only executing an action if it will return a profit. As a result, those models can also identify bonus abusers and would limit or even stop bonusing these players because it has become unprofitable for the business.

Real personalisation will play an important role in player retention moving forward – albeit not in the way it is currently used – all companies say they personalise but in fact, just get more granular when setting up target groups or building more and more rule based customer journeys. This relates heavily to retention, with players receiving a far greater personalised experience from campaigns and activities that are aimed specifically towards them, as opposed to an average group of people, further connecting customers to the brand.

 

How does AI allow operators to affect player behaviour- does it differ from the standard CRM approach?

AI can fundamentally change the standard CRM approach and how it functions as it reduces the workload of marketing teams and the CRM process. A practice that can in many cases have six major steps to it can be shortened to one or two, those being checking on the performance of the machine and coming up with new and creative ideas that AI can then execute and optimize. This focus on new creative ideas goes on to change players’ behaviour by diversifying how operators are reaching out to players. Additionally, AI is affecting each player by analysing them as individuals and constantly improving what is best for them, a process which would take far too much time using the standard CRM approach.

 

Are there any specific markets you believe will get an added benefit from advancement in iGaming CRM?

Obviously, the majority of innovative ideas originate in mature markets in Europe and the US, but I think that, especially in LATAM and Africa, there is a great opportunity to grow and help operators there to make a difference and to scale more quickly while developing the overall market. This can only be a positive. If we can raise the overall betting experience for players in these markets and allow the companies to free up time and focus on other areas of business as they grow, then I think that is a great outcome.

 

What is the future for AI?

I believe in the future we will reflect and struggle to understand how we could have lived without the support of AI to be able to offer the best entertainment to each player. AI will be integral to the iGaming market and it is only going to continue to grow and develop as more people within the industry come to understand how machine learning is now proving an invaluable asset to retention teams. Everybody will use at least some and in some cases a greater number of AI tools and will be developing their teams to understand and work effectively alongside this innovative technology.

 

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.

Continue Reading
Advertisement
Prague Gaming & TECH Summit 2025 (25-26 March)
Click to comment

You must be logged in to post a comment Login

Leave a Reply

Latest News

In, Out, Shake It All About: Groove Technologies and InOut Games Partner to Rattle the iGaming Cage

Published

on

Reading Time: 2 minutes

Groove Technologies, the powerhouse aggregator renowned for its elite content portfolio, today announced a strategic distribution partnership with breakout studio InOut Games, the creative force behind the viral sensation Chicken Road. This move integrates InOut Games’ innovative content directly into Groove’s vast ecosystem, providing its global operator network with access to one of the industry’s most talked-about new providers.

This partnership arrives as InOut Games makes its highly anticipated leap into the slot market with Chicken Royal. Inspired by the iconic crash game that captivated a global audience, this new slot transports the beloved chicken into a dynamic, feature-rich format. Designed to engage both seasoned slot players and fans of the original, Chicken Royal marks a pivotal “in” for the studio, expanding its portfolio beyond crash mechanics and signaling its commitment to versatile, high-impact entertainment.

With the addition of InOut Games, Groove’s entertainment ecosystem now blankets over 150 top-tier game providers. Operators worldwide, connected via Groove’s single, streamlined API, will gain immediate access to a catalogue renowned for its fast-paced thrills and unmatched player engagement.

This partnership is a direct reflection of Groove’s strategy to identify and distribute the content that defines the next wave of player preferences.

Rachel Tourgeman, Head of Partnerships at Groove, said: “Our mission is to keep our partners on the cutting edge, and InOut Games represents exactly the kind of innovative talent that moves the needle. This partnership isn’t just about adding games; it’s about injecting our ecosystem with a unique energy that drives retention and revenue.”

Groove’s enterprise-grade platform, equipped with advanced player engagement tools and real-time analytics, ensures that titles from studios like InOut Games achieve maximum visibility and profitability from day one.

“We are confident this partnership will catapult us to an entirely new level of distribution,” said Vladislav Snak, CEO of InOut Games. “Groove’s reach and technological prowess are the perfect accelerants for our growth as we roll out our expanded portfolio.”

Yahale Meltzer, Co-Founder and COO at Groove, added: “The ‘In’ and ‘Out’ of success in this industry is having the right content with the right partners. With InOut Games, we’re not just bringing a studio in; we’re helping to phase out the ordinary. Their bold transition into slots is a game-changer, and through our platform, that change will resonate across the entire operator landscape.”

The post In, Out, Shake It All About: Groove Technologies and InOut Games Partner to Rattle the iGaming Cage appeared first on European Gaming Industry News.

Continue Reading

Latest News

EvenBet Gaming Presents Spins Poker: A Revolution in Online Poker

Published

on

EvenBet Gaming, a well-known developer of online gaming software, has announced the launch of its new innovative product – EvenBet Spins. This project promises to completely redefine the perception of poker by combining elements of classic poker games with the dynamics of slot mechanics. Even in the online gambling world, where genuine innovations are rare, EvenBet Spins stands out as a genuine breakthrough poised to attract a broad audience of players.

What is EvenBet Spins?

EvenBet Spins is a unique solution that blends poker mechanics and casino game experience into a single product. Unlike traditional poker, which involves long sessions and deep strategies, Spins Poker offers fast-paced and thrilling rounds that last only a few minutes. It is a perfect choice for players who prefer quick games where the outcome can change in a matter of seconds.

In addition, the inclusion of random win multipliers and hyper-turbo rounds adds an extra layer of excitement reminiscent of slot and jackpot games. This means every round can deliver a surprise, making the gameplay even more engaging. EvenBet Spins opens new horizons for those seeking shorter, more dynamic, and visually exciting poker experiences – without losing the familiar core mechanics of the game.

Integration with Casino and Sportsbook Platforms

Spins Poker offers a streamlined integration process tailored for casino and sportsbook operators seeking to expand their product offerings without the operational complexity of a traditional poker environment. The system integrates seamlessly with existing platforms, enabling operators to introduce poker-style gameplay to audiences accustomed to slots or sports betting, while minimizing the management overhead typically associated with a full poker room.

A simplified product structure eliminates the need for a dedicated poker operations team, extensive onboarding, or continuous oversight. Fraud monitoring and AML workloads remain significantly lower when compared to comprehensive poker solutions. As a result, Spins Poker becomes an accessible addition for operators aiming to diversify engagement tools with minimal resource commitment.

According to Dmitry Starostenkov, CEO of EvenBet Gaming, the concept behind Spins Poker focuses on reducing operational barriers for operators. He highlighted several key advantages:

  • Straightforward integration into websites or applications;
  • No requirement for an internal poker management team, since the product only needs initial setup with periodic adjustments of buy-ins and multipliers;
  • Lower operational effort compared to full-scale poker platforms, which typically demand more preparation, configuration, and ongoing optimization;
  • The ability for operators to test poker demand among casino and sportsbook audiences without investing in dedicated staff, lengthy integrations, or extensive marketing campaigns.

In essence, Spins Poker serves as a low-risk, low-maintenance entry point into poker verticals. Its simplified mechanics, flexible configuration, and compatibility with casino and sportsbook platforms make it an efficient tool for testing audience interest and expanding engagement without the commitment required for traditional poker solutions.

Design and Mobile Optimization

Special attention has been given to design and mobile optimization in EvenBet Spins. Considering the growing popularity of mobile gaming, the product was developed with a mobile-first approach to ensure maximum user comfort and convenience. The simple interface, intuitive navigation, and fast loading times make the game accessible to players of all experience levels.

The overall design emphasizes minimalism and functionality, ensuring a smooth and comfortable gaming experience. The product also adheres to the latest UX design trends, making it equally convenient on smartphones, tablets, and desktop devices. The mobile version of the game is ideal for players who enjoy gaming anytime and anywhere, making EvenBet Spins accessible to a wide range of audiences.

How EvenBet Spins is Changing the Online Poker Market

EvenBet Spins is not just another poker format – it’s a true revolution in the world of online gambling. It transforms the perception of online poker from a niche game to a new level, where speed and excitement become central to the gameplay.

This product opens new opportunities for both players and operators. The integration of random multipliers, hyper-turbo rounds, and other innovations within poker mechanics not only makes the game more appealing to newcomers but also introduces new engagement tools for experienced players. EvenBet Spins has the potential to set a new standard in the online poker industry and open up new perspectives for online casinos and sportsbooks.

Continue Reading

Latest News

TCSJOHNHUXLEY Acquires GPI Dice Business, Becomes Global Dice Industry Leader.

Published

on

Reading Time: 2 minutes

TCSJOHNHUXLEY, the leading global supplier of world-class casino equipment and services, today announced the strategic acquisition of the dice manufacturing business from Gaming Partners International (GPI).

This landmark acquisition provides TCSJOHNHUXLEY with immediate ownership of GPI’s dice manufacturing capabilities, significantly expanding the company’s production footprint and product portfolio.

With this purchase, TCSJOHNHUXLEY is reinforcing its position as the definitive industry leader. The company will now offer three premier dice brands: TK, Paulson, and TCSJOHNHUXLEY. Crucially, operations will be maintained in both Mexico and Missouri, USA, providing customers with dual supply capabilities for enhanced supply chain resilience and flexibility across all global markets.

This acquisition is a strategic move that enhances TCSJOHNHUXLEY’s core offering, secures its dominance in the dice sector, and ensures the continued delivery of the highest quality and most secure gaming dice to casinos worldwide.

The combined capabilities solidify the company’s commitment to producing the highest standard of precision gaming dice. TCSJOHNHUXLEY’s own “Certified Perfects” Dice are globally acknowledged as the world-wide industry standard for casino gaming dice and are trusted globally for accuracy, quality, and security. Available for Craps, Sic Bo, and Pai Gow, the dice can be specified with razor edge or ball corner profiles, come in various sizes, and are manufactured with dots flush to the surface before being wrapped in the signature gold foil, with options for monogramming or serialization to a casino’s specifications, ensuring complete security.

Tristan Sjoberg, Executive Chairman of TCSJOHNHUXLEY, commented “The acquisition of the GPI dice business is a truly transformative step for TCSJOHNHUXLEY. By immediately securing the renowned TK and Paulson brands, we are fundamentally consolidating our position as the definitive global leader in casino dice manufacturing. Leveraging this increased scale and our dual production capabilities, we can provide customers with unmatched supply security and sustained access to the world’s most precise, trusted, and high-quality gaming dice.”

The post TCSJOHNHUXLEY Acquires GPI Dice Business, Becomes Global Dice Industry Leader. appeared first on European Gaming Industry News.

Continue Reading

Trending

EEGaming.org is part of HIPTHER, parent brand of various prominent news outlets and international conferences. These platforms and events span a wide range of industries, including Entertainment, Technology, Gaming and Gambling, Blockchain, Artificial Intelligence, Fintech, Quantum Technology, Legal Cannabis, Health and Lifestyle, VR/AR, eSports, and several others. This indicates that EEGaming.org is part of a larger network that focuses on a diverse array of sectors, particularly those related to cutting-edge technology and modern lifestyle trends.

Contact us: [email protected]

Editorial / PR Submissions: [email protected]

Copyright © 2015 - 2025 HIPTHER. All Rights Reserved. Registered in Romania under Proshirt SRL, Company number: 2134306, EU VAT ID: RO21343605. Office address: Blvd. 1 Decembrie 1918 nr.5, Targu Mures, Romania

We are constantly showing banners about important news regarding events and product launches. Please turn AdBlock off in order to see these areas.