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Thought Leadership/Q&A with Thomas Aigner head of business development at Ibex.ai discussing the future of CRM
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.
Mobile iGaming isn’t a trend anymore—it’s the new default. With 96% of the world’s digital population accessing the internet via smartphones, operators can no longer treat mobile as a “nice to have.” On Atlaslive, most players already come through mobile, showing just how deep this shift has gone. So they have investigated the reasons for it.
5 reasons are driving the rise of mobile play:
- Smartphones & 5G: Affordable devices and low-latency connections make betting and live casino seamless.
- Mobile-first UX: Fingerprint login, in-game wallets, and scrollable lobbies remove friction.
- New market regulations: Markets like Brazil are now opening to licensed apps, unlocking millions of players.
- Frictionless payments: From Apple Pay to Brazil’s Biometric Pix, fast deposits are now a mobile-native feature.
- User behavior shifts: Millennials and Gen Z expect short, impulsive, on-the-go sessions—and mobile delivers.
Mobile iGaming has clearly become the main arena for user activity and revenue growth. To find out more and see how operators can improve engagement and drive revenue with mobile strategies, read the full article.
About Atlaslive
Atlaslive, formerly known as Atlas-IAC, underwent a rebranding campaign in May 2024. It is a B2B software development company that specializes in creating a multifunctional and automated platform to optimize the workflow of sports betting and casino operators. Key components of the Atlaslive Platform include Sportsbook, Casino, Risk Management and Anti-Fraud Tools, CRM, Bonus Engine, Business Analytics, Payment Systems, and Retail Module. Follow the company on LinkedIn to stay updated with the latest news in iGaming technology.
The post 5 Reasons Mobile iGaming is Growing (and How to Earn from It) appeared first on European Gaming Industry News.
A few months ago, we had the pleasure of speaking with Borja Imbergamo, BetBrothers’ Head of Growth & Strategy, about their ambitious mission to become a leading affiliate company in regulated sports betting markets.
Since then, the company has rebranded as BC Brothers to reflect its multi-vertical vision, now overseeing both BetBrothers (sports betting) and CasinoBros (online casinos). We sat down with Borja again to discuss the strategy behind this move, the company’s growth, and its commitment to shaping a more transparent iGaming landscape.
BetBrothers has recently rebranded as BC Brothers. What was the thinking behind this move, and what does it mean for your strategy going forward?
The rebrand was a natural step in our evolution. BetBrothers had strong traction in sports betting, but as we expanded into online casinos with CasinoBros, we wanted an identity that could unite both brands under one mission. BC Brothers allows each brand to maintain its own voice and focus, while benefiting from a shared growth strategy. It’s about clarity, transparency, and staying true to our mission of connecting players with safer bets across multiple verticals.
Every company faces the pressure of quarterly results versus a long-term vision. How does BC Brothers strike that balance?
Our approach is built on organic growth. High-quality organic traffic takes time and consistent effort – it’s not an overnight success. But it’s also the most sustainable path forward.
For instance, in markets like Spain and Greece, where we’re seeing strong traction, we naturally focus on optimizing that performance. We celebrate quarterly results because they validate our initial strategies and provide the resources to invest further. Simultaneously, we dedicate significant resources for new markets and ventures. These are critical investments in our multi-year vision.
We invest today to secure growth for years ahead. It’s about consistent, quality growth rather than quick, unsustainable wins
Which markets are currently your strongest, and what new ones are on your radar?
Currently, our primary focus markets, and where we’re already seeing really good traction, are Spain and Greece. These markets were chosen strategically for their established regulatory frameworks and significant potential. Our team has a strong understanding of the local player base and operator needs there. That is certainly paying off in terms of performance.
Looking ahead, while Spain and Greece remain key, we’re very excited about the potential in a number of other regulated markets. Our approach is always to go where we can genuinely add value to both operators and players. This leads us to focus on regions like Mexico, Peru, and Denmark, among others. Our strategy, much like in Spain and Greece, is based on delivering high-quality, compliant traffic. This is precisely where our expertise shines. The focus is always on where we can add real value. We don’t just want to be present – we want to be effective.
Beyond geography, are there specific product verticals you’re most excited about?
Sports betting was our foundation, but entering the casino vertical was always part of our roadmap. That’s why we launched CasinoBros, a dedicated platform for online casinos. The strategy and vision here are exactly the same as with BetBrothers. We aim to give players the best and deepest information, guiding them to safe, regulated online operators.
What does “deep information” mean in the casino space, and why is it important?
It means helping players understand everything. From game mechanics, RTP percentages, and volatility to responsible gaming tools and bonus terms. Our goal is to empower players to make informed decisions and enjoy entertainment responsibly, instead of just chasing promotions.
From an operator perspective, what makes CasinoBros stand out?
From an operator’s perspective, our value lies in bringing highly informed players. These players understand game mechanics, responsible play, and promotions. For operators, this translates into stronger retention and healthier long-term relationships. Educated players are less likely to feel frustrated and more likely to stay with operators they trust. Everyone benefits from that.
You’ve mentioned your goal of becoming a globally recognized and trusted brand. How are you working toward that?
Trust is the ultimate currency in iGaming. The rebrand to BC Brothers was a big step. We are uniting BetBrothers and CasinoBros under one strategy while keeping each brand focused. Now we’re rolling it out across all touchpoints and building our community on social media. These channels are crucial for transparency and direct engagement. It’s a long process, but one we’re fully committed to. Our mission remains clear: connecting players with safer bets, across verticals, in regulated markets.
The post From BetBrothers to BC Brothers: Scaling in Regulated Markets appeared first on European Gaming Industry News.
iGaming just got a new ride. Bet It Drives, GR8 Tech’s new podcast, takes the industry’s most interesting voices out of the studio and into the fast lane. Hosted by Yevhen Krazhan, CSO, each episode is filmed entirely in a moving car, with cameras rolling and London as the backdrop.
No predictable Q&As: Bet It Drives pairs high-energy visuals with relaxed, unscripted dialogue. Shot by the award-winning crew behind campaigns for global brands, the format blends high-energy visuals with the kind of candid moments you only get when people are truly relaxed.
“Bet It Drives was born from a simple idea—great conversations happen when people feel at ease,” said Yevhen Krazhan. “Driving through London strips away the formality, lets personalities shine, and captures the pace and unpredictability that define the iGaming industry.”
The premiere kicks off with Alex Pratt, Group Managing Director of Clarion Gaming, who oversees a portfolio of leading B2B events and media brands, including ICE, iGB Affiliate, and iGaming Business. With over two decades in the iGaming industry, Pratt has been instrumental in shaping its evolution and is recognized for his insights into emerging markets, technological advancements, and fostering community within the gaming sector.
During the ride, Alex opened up about:
- ICE vs. iGB Live—which is his personal favorite, and why.
- Organizing world-class iGaming events and how major decisions like moving ICE to Barcelona come together behind the scenes.
- Partnering with big tech and how such collaborations shape the future of iGaming.
- Advice for startups attending conferences.
- Alex’s Spotify playlist and the tracks that keep him going.
- The most jaw-dropping booths he’s ever seen on the exhibition floor.
- Which panels or attendees would he ban for the greater good of the industry.
- Memorable after-parties—the kind you don’t forget, even if you wish you could.
“Alex really showed us what is happening on the front and the back of high-end igaming events,” said Krazhan. “From the strategic calls that shape entire conferences to the wild stories that never make the press, this episode is a perfect mix of insider knowledge, candid moments, and the kind of energy that makes you wish the ride was longer.”
With upcoming guests including Stephen Crystal, Rohini Sardana, and Helen Walton, Bet It Drives is set to deliver brilliant storytelling, unscripted moments, and a visual style unlike anything else in iGaming media.
Access Episode 1 with Alex Pratt on YouTube or Spotify—and buckle up.
The post GR8 Tech Hits the Road with New “Bet It Drives” Podcast—First Guest: Alex Pratt appeared first on European Gaming Industry News.
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