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Gambling in the USA

Survey Reveals Poor CRM Strategy Impacts Retention with US customers

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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

– 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.”

Gambling in the USA

New Trade Association Launches Unprecedented Effort to Strengthen Responsible Online Gaming, Promote Best Practices

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New Trade Association Launches Unprecedented Effort to Strengthen Responsible Online Gaming, Promote Best Practices

 

The Responsible Online Gaming Association (ROGA), an independent trade association launched by seven of the largest U.S. legal mobile gaming companies, will actively promote a new industry-wide best practices charter, overseen by one of the world’s foremost experts in the field of responsible gaming (RG).

This unprecedented effort will be led by Dr. Jennifer Shatley, a deeply respected responsible gaming executive with more than 25 years of experience in the industry. She will serve as ROGA’s full-time Executive Director, and her role will be to facilitate widespread education to all relevant parties on the subject of responsible gaming.

ROGA will embark on a series of initiatives under Dr. Shatley’s direction. These include research, consumer and industry responsible gaming education and awareness, promoting responsible gaming best practices, an independent data clearinghouse, and an independent certification program.

Demonstrating their commitment to this endeavor, initial member companies – who together represent more than 85% of the legalized online sports betting and iGaming industry – have pledged more than $20 million in support of ROGA’s mission in year one. ROGA’s member companies include BetMGM, bet365, DraftKings, Fanatics Betting and Gaming, FanDuel, Hard Rock Digital, and PENN Entertainment.

“I am humbled, honored, and excited to be selected to lead ROGA during this important period of growth in legalized mobile gaming. Many of America’s largest legal mobile gaming operators will be establishing a framework that helps to aid in responsible gaming education and awareness. Together, our members will work alongside researchers, experts, regulators and stakeholders to promote responsible online gaming and maximize our efforts to support additional responsible gaming education and awareness. By coming together with a clear set of objectives, ROGA and our members will work to enhance consumer protections and help provide easier and more efficient access to responsible gaming tools for consumers to enjoy the entertainment of online gaming,” said Dr. Shatley.

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Compliance Updates

Play’n GO awarded Pennsylvania license 

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Play’n GO awarded Pennsylvania license 

 

Play’n GO has continued on its upward trajectory in North America by landing its latest US iGaming licenses and will soon supply its award-winning content portfolio to operators and players in Pennsylvania and Delaware

These licenses are the fifth and sixth obtained by the Swedish gaming giants in the USA, following New Jersey, Michigan, West Virginia, and Connecticut.

Play’n GO have taken a dual-pronged approach to its strategy in North America, with these US licenses being complimented by the company’s success north of the border in Canada, where Play’n GO was one of the first suppliers to be licensed to supply slot games in the province of Ontario.

Although early in its American journey, Play’n GO games such as Piggy Blitz, make regular appearances in the top 15 most popular titles in all of North America*.

Magnus Olsson, Chief Commercial Officer for Play’n GO, said: “Play’n GO content is the most conducive to player retention across the industry. With player acquisition costs sky high in the US, we’re pleased to be able to offer operators in Pennsylvania access to our content which will keep players coming back for more.

“We are determined to be the number one casino gaming supplier in every regulated market in the world, and given that we are thriving in more than 25 jurisdictions around the world where we have a license, we fully expect a similar success story in Pennsylvania in the coming years.”

Play’n GO is set to release more than 50 online slot titles in 2024 and is active in more than 25 regulated jurisdictions worldwide, including Ontario, New Jersey, Michigan and West Virginia in North America.

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Gambling in the USA

Lightning Box concocts scientific experiment with new release Experi-MENTAL

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 Light & Wonder, Inc. (NASDAQ and ASX: LNW) (together with its subsidiaries, “Light & Wonder” or “L&W”) announced the launch of its new game, Experi-MENTAL, stacked with features, modifiers and a clash with the mad scientist.

Experi-MENTAL has two in-game features to enhance the overall player experience.

This 3×5 title, exhibits the distinctive Expanding Wild Feature, which can award huge prizes for players should the Wild Brain symbol expand and replicate by five times during the Free Games round.

When players enter the mad scientist’s lab, they will stumble across the Upgrading Feature, which zaps the 9, 10, J, Q, K or A symbols into high-paying icons, including Test Tubes, Power Switch, Cat, Pug or Man. The wins are then accumulated and paid out once the reels have stopped spinning.

The Barrel Pick Feature can radio-activate the feature by awarding an extra 15 Free Games, as players are presented with highly dangerous barrels with an unknown material.

A meter appears when players select a barrel, with a red area and a green area in view. Landing on the meter’s green area ensures the Free Games round is triggered and additional games are awarded but landing in the red zone activates only the round itself.

The classic Free Games mode is unlocked when Scatter symbols appear, with five Scatters granting the maximum of 10 Free Games and the Barrel Pick Feature. During the round, Free Games can be retriggered at any time.

Experi-MENTAL is set to go live with Caesars in New Jersey, Michigan and Ontario initially, and will be available at a later date to customers of Light & Wonder’s industry-leading OPENGAMING™ platform.

 Michael Maokhamphiou, Studio Director at Lightning Box, said: “Experi-MENTAL is one Wacky slot game, and we believe it can propel our slots onto the next level.

 “During this game, players can unlock some new features, which add a dramatic element to this slot and classic round that are a cornerstone of Lightning Box’s portfolio. We are in no doubt will love taking on the mad scientist in this epic title.”

 Rob Procter, VP of Game Development at Light & Wonder, said: “2024 is going to be a big year for Lightning Box and the launch of Experi-MENTAL gives players the opportunity to showcase this thrilling game.

 “With a variety of different features exhibited on this captivating title, it sets Lightning Box apart from its competitors, ensuring the player experience is unrivalled.”

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