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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.
 
																	
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GR8 Tech’s Bet It Drives Season 2 Finale: Kelly Kehn on Opening iGaming to New Founders
Reading Time: 2 minutes
Lisbon’s streets set the pace for Season 2 of GR8 Tech’s Bet It Drives—the drive-time podcast where iGaming’s most interesting voices speak freely. Hosted by Yevhen Krazhan, Chief Sales Officer at GR8 Tech, each episode captures raw insight, candid stories, and the energy you can only find on the road.
Episode 4 of the Season 2 finale puts the spotlight on Kelly Kehn, founder, board member, and startup advisor in gaming. As co-founder of Defy the Odds (DTO), she’s building a launchpad and community connecting startups, investors, and operators—with a focus on female and minority founders. Previously, she co-founded the All-In Diversity Project, held ecosystem roles at happyhour.io and SBC, and serves on boards including FUNNZ.
During the ride, Kelly opens up about:
- Why iGaming events matter: the community, access, and acceleration you only get in the room.
- Defy the Odds (DTO): why she and her co-founders built it, what it is, and how founders plug in.
- Women in iGaming: real challenges and how to lower the barrier to entry; inclusion as a growth strategy.
- Pitch ideas that paid off and common startup pitch mistakes.
- The next possible unicorn in iGaming and what makes it possible.
- Soundtrack to success: the song for a win, the pre-coaching track, and the one that sums up her career.
- The boldest ideas: intention, asking for help, and doing the homework.
- The unwritten rule of iGaming.
- Halloween rubric: the scariest moments in life and career, and why saying the hard thing out loud matters.
- Kelly’s Champion Rule: Be kind to yourself and to others.
“As Kelly said, ‘When we open the space to more people and more perspectives, we all win and the pie gets bigger.’ This episode was the perfect finish of our Season 2 in Lisbon,” said Krazhan.
Watch or listen to Season 2, Episode 4 with Kelly Kehn on:
Season 2 of Bet It Drives launched with Rasmus Sojmark, kept pace with Tiago Pereira and Kyrylo Korobka, and now crosses the line with Kelly Kehn in the finale. But still, don’t unbuckle yet: Season 3 is coming soon with more interesting conversations and more reasons to hit play. Follow GR8 Tech to stay in the loop.
The next chapter of iGaming belongs to champions who play smart and bold. Join GR8 Tech at SiGMA Central Europe 2025, Rome, November 3–6, booth 5028-2, and discover the Heavyweight Rulebook—built for operators ready to scale, localize, and win.
The post GR8 Tech’s Bet It Drives Season 2 Finale: Kelly Kehn on Opening iGaming to New Founders appeared first on European Gaming Industry News.
Latest News
GambleAware Warns Outdated Gambling Advertising and Marketing Regulations are Leaving Children at Risk of Gambling Harm
Reading Time: 2 minutes
Regulations for online gambling marketing must urgently be brought into the digital age, a new report from the charity GambleAware has warned.
The report reveals that despite gambling being an age-restricted product, children are being exposed to gambling marketing online, before they reach an age at which they can critically evaluate it. This is leading to gambling being normalised and portrayed as “risk-free”, which increases the risk of them experiencing gambling harm.
Gambling harms are becoming an increasing part of children’s lives, with previous research finding that in 2024, around 85,000 children in Britain were experiencing harm from their own gambling, a figure which has doubled since 20233. GambleAware’s new report highlights how seeing gambling marketing and content, online and via social and streaming platforms, could be encouraging children to gamble and contributing to the number experiencing harm.
The new report calls out poor regulation of gambling marketing online, highlighting how more needs to be done to ensure the rules reflect the unique challenges presented by the digital age and urges a reduction in self-regulation to protect children from being exposed to age-restricted gambling content. Alongside this, GambleAware is also calling for mandatory health warnings to be put on all gambling marketing so people are aware of the risks and support available.
Specific changes to help protect children could include moves to hold online platforms to greater account and ensuring existing government programmes, such as the Online Safety Act and Online Advertising Programme, more directly address gambling marketing and content online. Alongside this, other recommendations include the alignment and strengthening of online safety regulatory powers and programmes.
GambleAware research also found strong public support from children and adults for changes to gambling marketing and advertising regulation. Around four in five children (79%) say they want more rules around gambling content and advertising on social media. Alongside this, over seven in ten adults also agree, saying they want more regulation around gambling advertising on social media (74%) and gambling related content on social media (70%).
Anna Hargrave, GambleAware Transition CEO, said: “Gambling operators invest significant resources into online marketing because it works at getting people to gamble more. This has resulted in children and young people being exposed to gambling content online before an age at which they can critically evaluate it and understand the risks that come with it.
“The current regulations covering gambling marketing and advertising online were designed before most children had easy access to the internet. Urgent action is needed to update these rules and bring them into the digital age to help keep children and young people safe from gambling harm.”
The post GambleAware Warns Outdated Gambling Advertising and Marketing Regulations are Leaving Children at Risk of Gambling Harm appeared first on European Gaming Industry News.
Latest News
Betbazar’s AI Revolution: Where Algorithms Play and Humans Watch
 Max Sevostianov, CCO at Betbazar, reveals how AI Cricket blurs the line between sport, tech and entertainment — creating a 24/7 AI sports universe — where every match feels alive and every second counts.
Max Sevostianov, CCO at Betbazar, reveals how AI Cricket blurs the line between sport, tech and entertainment — creating a 24/7 AI sports universe — where every match feels alive and every second counts.
- How did the idea of creating AI-driven Cricket come about?
It started from our roots in Live Data Feed and Live Content. We constantly saw the same demand from operators worldwide — they needed fast, round-the-clock sports content that actually feels alive. Traditional virtuals didn’t cut it anymore; they were too static, too predictable.
Cricket, with its global fanbase and built-in drama, became the perfect playground for something new. We wanted to merge sports logic, AI, and entertainment to create a product that doesn’t just simulate a match — it lives one. That’s how AI Cricket was born: a fast, emotional, and unpredictable experience built for the next generation who expect energy, not repetition.
- What market gap does this product fill – and which Operators or regions is it most relevant for?The biggest gap we saw was the “dead zone” between traditional virtuals and real sports. Virtual games looked repetitive and lifeless, while real matches were limited by schedules and logistics. Bettors were stuck between predictability and waiting.
AI Cricket closes that gap completely. It runs 24/7, behaves like a real sport with live odds movement, and keeps the unpredictability that makes real competition exciting. It’s already resonating strongly in cricket-driven regions — India, Bangladesh, Australia, and across Africa — where players crave constant, authentic action that never sleeps.
- AI Cricket offers a short dynamic format (3–6 minutes). How does it align with the behavior trends of the Next Generation of bettors?Today’s bettors live in a scroll culture. They want action, not waiting. The next generation grew up on TikTok clips, Reels, and esports rounds that last minutes, not hours. That shift completely changed attention patterns — and we built AI Cricket for that world.
Each match lasts just 3 to 6 minutes — quick, intense and rewarding. It’s snackable entertainment with real IGaming logic behind it. Players can jump in, experience the thrill, and move on — or stay for hours of back-to-back action that never loses momentum.
- How exactly does the AI model work to make every match unpredictable and “alive”?Behind every match is a living algorithm. Our AI engine processes thousands of variables — team stats, player behavior, pitch and weather conditions, even dynamic momentum shifts. It learns from real cricket patterns but never repeats itself.
That’s what makes it unpredictable — no scripted loops, no recycled outcomes. Every delivery, every wicket, carries its own story. You can literally feel the rhythm of the game changing, just like in live sports. That’s where the emotion comes from — not from animation, but from intelligence.
- How customisable is the product for each Operator’s brand?
We built AI Cricket to be more than a plug-and-play product — it’s a canvas for each Operator’s brand. Our customisation layer lets partners design branded tournaments with their own visuals, logos, and atmosphere.
That means every sportsbook can offer something that feels exclusive — not “another virtual,” but their cricket universe. It’s a powerful way to build loyalty and keep players coming back, because the experience looks, sounds and plays like it truly belongs to that Operator.
- Does Betbazar plan to expand the AI-driven approach to other sports as well?
Absolutely — Cricket was just the opening chapter. The core AI engine we’ve built is flexible enough to adapt to any sport with a short, dynamic format. We’re already experimenting with new disciplines that share the same DNA: fast action, unpredictability, and constant engagement. Our goal is to create a full AI-driven sports universe.
- How do you see AI-powered Content evolving in the iGaming industry over the next 2-3 years?
AI-powered content transforms iGaming by making it faster to test ideas, launch products, and measure results. It turns IGaming into a form of entertainment — offering new, immersive experiences rather than just odds and outcomes. It’s a powerful way for Operators to experiment with different hypotheses, understand player behaviour, and adapt their sportsbook in real time. The line between sports, gaming, and entertainment is fading — and we want Betbazar to lead that evolution.
About Betbazar
Betbazar is a product-first iGaming technology company that empowers Operators with profitable solutions. From low-latency Live Data Feed and AI-driven products to a Turnkey Platform and Sportsbook Solutions, the company delivers performance, reliability and growth Operators need to stay ahead. Betbazar is a long-term technology partner, helping Operators integrate faster, operate smarter and scale stronger.
Website: https://betbazar.com
LinkedIn: https://www.linkedin.com/company/betbazar
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