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  • How To Utilise The Cross Conversion Approach How To Utilise The Cross Conversion Approach
    It is more important than ever for the Gambling Industry to ensure they have the latest techniques and solutions in place to maximise their interaction with customers. Due to increased market competition, improved technology and a shift from land-based casinos to tablet and mobile gambling competitiveness is at an all time high.
     
    The aim now is trying to drive a strong customer experience in a market that has historically been focused solely on profitability. With more and more sectors realising the benefits of becoming strategic about their customer experience in order to improve their reputation; and at the same time increase profits faster, Customer Management IQ discusses a new strategy Attila Kun, Head of Conversion Management at Novomatic, has put in place to ensure brand consistency across multi-channel platforms and improve relationships with their players.

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  • Customer Experience: The Strategic Weapon you need to Maximise Market Share Customer Experience: The Strategic Weapon you need to Maximise Market Share
    Is social gaming overcoming the draw of the Gambling industry? Hussein Chahine, CEO, Yazino, certainly seems to think so.

    Hussein Chahine, is the driving force behind Yazino, a company built on the belief that the next generation of social games will be based around real-time synchronous experiences where friends and like-minded people can play, compete, and socialise anytime, from anywhere in the world.

    Customer Management IQ interviews Hussein to find out where the limit is for Yazino and how you can make sure your business does not get left behind in the new era of gaming.

  • Methods to Increase Customer Lifetime Value and Ensure Sustainable Revenue in the Gambling SectorMethods to Increase Customer Lifetime Value and Ensure Sustainable Revenue in the Gambling Sector
    With market penetration high, and options to lock customers into your gaming scarce, unless you want to start another price war, providing a superior customer experience is the key to customer acquisition and retention.

    Discover how to embed customer-centricity in the core of your business and undergo the digital transformation required to deliver an optimal experience for your customers and generate true loyalty.

    Customer Management IQ interviews the CEO of DAB Gaming, Geoff Read, to find out how they continue to enhance the experience of the customer making it their competitive differentiator.

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  • The Personal Touch in Customer Experience - An Interview with 53OutThe Personal Touch in Customer Experience - An Interview with 53Out's Sinead Quigley Maher
    In the changing world of gambling, sometimes the value of the personal touch can be underestimated and it is important to continue the online communication offline as well. This is what Sinéad Quigley Maher, VIP Manager at 53 Outs argues is the key to exceptional customer experience. She also speaks about the importance of data in customer experience and how knowing your customer is the first step in any strategy to improve customer experience.

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  • Online Customer Experience: If You Think About the Customer, Success Will ComeOnline Customer Experience: If You Think About the Customer, Success Will Come
    No matter how much we talk about creating a consistent experience across channels and turning social media into a legitimate, seamless alternative to the traditional contact center, the reality is that online-based media are inherently different from voice and brick-and-mortar channels. “Customers, as they are accustomed to either a face-to-face interaction or even a phone interaction, [typically] have some truly human clues to help them [engage with] the person on the other end,” explains Mick Winters, senior vice president of e-commerce and customer experience, National Builders Supply.  “When you’re online, it’s totally different.” Indeed, in a relationship-driven era of customer service, significant attention is paid to creating a human, experiential element within online customer care.  Customer management professionals are willing to concede that the online experience cannot be exactly like a live telephone experience, but they want
  • Make Your Customer Experience "Uncomfortably Simple"Make Your Customer Experience "Uncomfortably Simple"
    An internal email sparked an interesting conversation among a few of the technophiles and designers here. A short comment about the Microsoft Surface (there’s my post SEO) started it all: Interesting concept from Microsoft. They completely ripped off the iPad’s smart cover – but it’s nice that they’re bringing it to another level by integrating a keyboard. That garnered this response: Isn’t it so interesting how Apple’s ‘lack’ of features sets them apart? More feature-packed products can’t seem to compete. People have written about this with much more authority and eloquence, but I think there’s a great lesson to remember when we create things for people. Bear with me while I get nerdy for a moment: As I thought about features, I realized that in many situations lack of features helps you focus on content.  Take, for example, Text Edit (1), which is one of my favorite Mac programs. (For those of you not familiar,

TranscriptTranscript

  • [TRANSCRIPT} The Personal Touch in Customer Experience - An Interview with 53Out's Sinead Quigley Maher
    In the changing world of gambling, sometimes the value of the personal touch can be underestimated and it is important to continue the online communication offline as well. This is what Sinéad Quigley Maher, VIP Manager at 53 Outs argues is the key to exceptional customer experience. She also speaks about the importance of data in customer experience and how knowing your customer is the first step in any strategy to improve customer experience.

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  • CX Gambling Agenda
    Download the agenda and discover the sponsorship & exhibition opportunities available at the event to meet your end-users.
  • Customer Experience Transformation: Event Series 2015 Customer Experience Transformation: Event Series 2015

    Customer Experience Transformation: Event Series 2015 is a series of global touch point for Customer Experience professionals, business leaders and executives who want to improve their customers' experience in the multichannel age.

Download the Agenda

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