Customer Experience Transformation: Gambling - Improving customer experience execution and...

[ian]

Improving customer experience execution and delivering to increase player lifetime value

13th May, 2014.


The UK’s first meeting dedicated to customer experience in gambling has been announced for 20-22 May in London

With the UK and European gambling sector growing dramatically, and competition, new entrants and increasing innovation on the rise, the battle to acquire and retain is heating up. Key to meeting these business goals is delivering exceptional, innovative and strategic customer experience and service to produce profit, ROI and market share.

The Customer Experience Transformation: Gambling is the forum for you to develop customer experience excellence, and inspire player retention and loyalty. The Summit will focus onstrategies, case studies and innovation to improve your customer experience, ROI, acquisition and retention and develop world class customer service to increase a player’s lifetime value to your organisation.

With increasing costs, competition and regulation, this is an exclusive gambling industry event where you will learn and interact with your peers and experts in the industry. They have united to solve and develop solutions for developing, delivering and executing a world class customer experience*to boost your customer numbers and ROI.

Leading international gamification experts/gurus will guide you through the practicalities:

✦ Britt Boeskov, COO, Unibet
✦ Jacob Lopez, Chief Information Officer, StanJames
✦ Caroline Grindrod, Director of Customer Experience, Mecca Bingo
✦ Ronan Wall, Head of Operations, Paddy Power
✦ Anne Blight, VIP Manager, Rank Group
✦ Mariana Silva Southern, Head of Product Strategy, William Hill
✦ David Appleby, Senior Workforce Planning and Management information Developer,
BetClic

Key topic to be addressed at Customer Experience Transformation: Gambling include:

- Improving retention strategies to increase player lifetime value and loyalty
- Increasing customer engagement through social media and mobile apps
- Implementing effective multi-channel management for customer experience excellence
- Improving customer service through insight and analytics
- Utilising customer experience technology and innovation to reduce customer churn
- Securing buy-in internally to deliver customer experience goals and ROI

Would you like to know more? Please Find the full programme, speaker list and registration form at

Alternatively please call +44 (0)20 7036 1300 or email .

[croup2000]

HI Ian, sorry a I've been a bit busy over for a while and just seen this post. Im back in the UK again and have to say that all the company's seem to give lip service to problem areas but then persue all other avenues to really piss the consumer off. The main problem areas seem to be the games on offer and the lack of staff, if you want outstanding customer service the last place you should be looking for savings is in your staffing budget. Seems as if once the companys are allowed to cut supervision they do and watch the expected hold drop to 14-19%, I have worked many places and that would never happen but in the UK it's become the norm. How is that possible, when the house edge on most of the games offered has gone up either through the introduction of bonus bets or by adding numbers on the AR. So we could start adding value to the customer journey just by increasing staffing levels and cut down on the management levels, do away with steps in our process that offer no value to the customer.

[Snowman8]

'Seems as if once the companys are allowed to cut supervision they do and watch the expected hold drop to 14-19%'..

I disagree with this statement. In my experience casino pc increases when dealers are unsupervised. Dealers underpay not overpay. They miss off parts of bets like corners etc increasing the house edge. Everyone knows that most customers in low stakes casinos do not have a clue what the payouts are. Going back to the 70's, Charlie Chester's and the Horshoe in Soho held the best pc's on roulette. They were full of trainee's and the only clubs in town that had 3 AR tables watched by one inspector.

[croup2000]

Not sure what your talking about Snowman, if the hold % went up with unsupervised staff, then why has it gone down? Unsupervised dealers underpaying instead of overpaying, seems like an unquantifiable statement, unless you had seen a drop in the expected hold. Hmm sounds familiar. . Rather than, ha ha why didn't I think of it before and drop all the inspecting positions and watch the expected hold hit 30-35%, ah but that's not where we are is it.

[Charlie Chester]

Are either of you two aware this is regarding online casinos and has nothing to do with landbased casinos?

I don't remember 3 tables to one inspector at Charlie cheaters as there wasn't room to place 3 tables together, however, the ethos of CC was fast games and no call bets. Chipping machines introduced very early to support chip volume and payouts made with as much color chips as could get away with.

It was the fact that the inspectors were very strict that enforced the fluidity of the games.