Gambling in the USA

Survey Reveals Poor CRM Strategy Impacts Retention with US customers

Published

3 years ago

June 10, 2022

Enteractive granted Pennsylvania licence

Enteractive/Harris Poll Findings Reveal Americans Would Prefer Human Interaction

Leading retention firm Enteractive announced the results of a survey of Americans attitudes towards customer relationships in the United States. The survey was commissioned by Enteractive and conducted online by The Harris Poll among over 2,000 U.S. adults 18+ to shine a light on consumer preferences and attitudes in the US, as the European CRM experts enter the market in 2022.

With recent legalization in New York, plus 19 other states allowing some form of wagering, online gambling brands are signing up thousands of new players during important sporting events like the Super Bowl, March Madness and the upcoming Tennis Grand Slam events, the US Open and Wimbledon. However, they are also losing a large proportion of newly acquired customers due to a poor approach to loyalty and CRM standards.

The findings of the survey were consistent with this lack of CRM focus in the US, especially in the technology and entertainment fields currently. Some of these include:

– 90% of Americans would prefer to speak with a real person when contacting a brand with an inquiry as opposed to an automated agent

– 89% of Americans believe brands’ call agents should speak the same language as the customer they are calling

– 87% of Americans think US brands should use a CALLER ID when contacting customers so they can clearly see who is calling them

– 87% of Americans said they are MORE LIKELY to stay loyal to brands if they are able to speak with live agents who care about their experience when contacting them

– 70% of Americans find robo-calls from brands frustrating, with 54% confiding they are VERY frustrating

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– Two in five Americans would not be averse to getting a call from brands (42%) to check in and improve the customer relationship

Enteractive CEO Mikael Hansson noted, “I was so pleased to see the results as they bear out our personal interaction business model, that we are excited to be bringing to the US later in the year.” Adding, “Since 2009 we’ve had real people talking to our clients’ customers in their own language to bring them back with amazing success. We’re looking forward to helping US companies with their customer retention by actually speaking with their users as well.”

A leader in customer retention in the online gambling sector across various global markets with clients typically seeing a 500% increase in customer reactivation, and a 300% increase in customer spend, Enteractive is entering the US market as online and mobile sports betting and other iGaming formats grow quickly as the number of states with legalized sports betting has increased.

As part of the survey, Enteractive polled Americans on attitudes towards online gambling and found that 52% support some online casinos/sports betting nationally, while 49% approve of the same at the state level.

“There’s currently a gold rush in the US sports betting market,” adds Hansson, “and the eventual winners will be those brands that engage with their customers and build relationships for the future. Every brand must keep a clear focus on all aspects of their offering, ensuring that all the hard work in getting to market, and the expense of customer acquisition is not quickly lost to lapsing customer relationships.”

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Gambling in the USA

Aristocrat Interactive™ to Showcase Innovative iLottery Solutions at NASPL 2025 Annual Conference & Trade Show

Published

1 day ago

September 4, 2025

Peter Tolan

Aristocrat Interactive Secures Landmark iLottery Contract with the Michigan Lottery

Aristocrat Interactive™, the Real Money Gaming (RMG) division of Aristocrat, today announced its participation as a Level II Sponsor at the North American Association of State and Provincial Lotteries (NASPL) 2025 Annual Conference & Trade Show.

NASPL, the leading trade association representing 53 lottery organizations across North America, serves as a platform for collaboration, research, standards, and best practices that drive the future of the industry. Taking place September 8–11, 2025 at the Niagara Falls Convention Center in Ontario, Canada, the event, themed “Here to Play”, will gather lottery leaders from across North America to explore the evolving future of the industry.

Aristocrat Interactive will be showcasing its latest innovations for the iLottery sector through an interactive booth setup, one-on-one director’s dialogue sessions, a product and services showcase, and more. Attendees will get a first look at new eInstant titles, featuring fresh game mechanics and the business’s first cross-over game with its iGaming & Sports division. Aristocrat Interactive will also highlight its successful omnichannel solutions, which connect retail and online play to enhance player engagement and experience.

Building on this momentum, Aristocrat Interactive recently launched the New Hampshire Lottery’s new digital platform, signed long-term contracts with the Michigan Lottery and the Massachusetts Lottery, and secured a two-year extension with its NeoPollard Joint Venture in North Carolina—where Aristocrat Interactive provides the iLottery platform. These partnerships underscore Aristocrat Interactive’s commitment to helping lotteries deliver engaging digital experiences and sustainable growth.

“NASPL always sets the table for engaging discussions that can advance our customer-driven strategies to drive real digital growth for lotteries,” said Chris Shaban, Managing Director, iLottery at Aristocrat Interactive. “We’re looking forward to another opportunity to showcase Aristocrat Interactive as a solidified, future-ready unit with global gaming expertise.”

Attendees can connect with Aristocrat Interactive at Booth #209 and meet the team for one-on-one discussions in Room #205. Aristocrat Interactive will also hold a showcase on Wednesday, September 10 at 1:30 p.m. at its booth.

For more information about Aristocrat Interactive and its iLottery solutions, please visit aristocratinteractive.com.

Gambling in the USA

Scientific Games Introduces Obsidian, All-Black Holographic Lottery Scratch Games

Published

1 day ago

September 4, 2025

Peter Tolan

Premium Instant Scratch Game Innovation Adds Luxury and Uniqueness at Retail with Exclusive Play Experience

Scientific Games announces Obsidian, its latest breakthrough in instant scratch game innovation. A revolutionary addition to the global lottery company’s holographic product offerings, Obsidian will debut at the North American Association of State & Provincial Lotteries 2025 Conference taking place September 8 to September 11 in Ontario, Canada.

With 18 unique design concepts, Obsidian games feature a dramatic combination of all-black tones and holographics to create a sleek, glasslike appearance. Named after naturally occurring volcanic rock, the Obsidian line offers a bold, ultra-premium look and scratch experience.

Obsidian is one of a number of new product designs from Scientific Games to be unveiled at NASPL 2025. The new products were developed by Scientific Games’ Innovation and Discovery teams at its metro Atlanta global headquarters, the largest lottery instant game production facility in the world. Obsidian games will also be produced at the company’s Canadian and UK facilities.

“Our game innovators have followed holographic trends on high-end luxury items and were inspired to create fresh, new games centered on value proposition design for our lottery partners,” said Danielle Hodges, Senior Director, Global Product Innovation & Development for Scientific Games. “At a time when the market basket average is increasing, holographic games allow lotteries to differentiate their games by adding a touch of luxury and uniqueness. In sneak previews of Obsidian with several lotteries, the response we’ve received is pure excitement.”

The company continues to lead the industry in scratch game innovation, using holographics to heighten retail appeal and create immersive player experiences.

Scientific Games, the world’s largest creator, producer and manager of lottery instant games, offers more than 100 strategic enhancements for its world-leading scratch products. The company’s products represent 70% of global instant game retail sales.

Innovating products and solutions that move the global lottery industry forward since 1973, Scientific Games provides retail and digital games, technology, analytics and services to 150 lotteries in 50 countries around the globe, including nearly every North American lottery.

Gambling in the USA

ETPL APPOINTS LONDON-BASED OAKVALE CAPITAL AS EXCLUSIVE INVESTMENT BANKER TO LEAD CAPITAL RAISE AND GROWTH STRATEGY

Published

2 days ago

September 3, 2025

Peter Tolan

The European T20 Premier League (ETPL), an ICC-approved T20 league co-owned by Abhishek Bachchan and backed by Cricket Ireland, Cricket Scotland, and the Royal Dutch Cricket Association, has appointed Oakvale Capital as its exclusive investment banker.

“Oakvale’s deep expertise in sports finance will be a game-changer for ETPL’s long-term vision. We look forward to working closely with their expert team to help bring our event to fruition,” said Warren Deutrom, CEO, Cricket Ireland.

“Oakvale is one of the leading London-based investment banks in the sports and gaming ecosystem. Their sector depth, global network, and track record advising rights-holders, clubs, and technology platforms make them the right partner for ETPL as we scale,” said Saurav Banerjee, Co-owner and Director, ETPL.

“We’re excited to support ETPL’s bold and innovative approach to cricket. The vision to elevate the sport in Europe with a premium, differentiated offering aligns well with Oakvale’s strategic focus in global sports properties,” said Sandford Loudon, Partner, Oakvale Capital.

Blending world-class cricket with a distinctively European experience, ETPL aims to redefine the sport through elite talent, immersive fan experiences, and data-driven innovation. In addition, KPMG in India has been appointed as ETPL’s strategic advisor.