Interviews
What sportsbook operators can do to better their odds with customer experience
We sat down with, Danielle Harvey, the Global Vice President and Head of Travel and Hospitality at Quantum Metric, to discuss why sportsbook operators need to level up their online presence as mobile sports betting reaches new states.
As mobile sports betting becomes legal in more states, how do you see the market evolving, and what role does Quantum Metric play in helping sportsbook operators adapt to these changes?
As more states allow online sports betting, sportsbook operators will have to better prepare for the significant increases in the size of their potential market. There will be more changes in player behavior, given there are huge differences geographically in how bets are placed, and an increase in operators competing for a share of these new markets. In response, operators should specifically pay attention to behavior around promotions, as this is the biggest point of friction amongst new users as well as the easiest way to attract new players.
Personalization will also be pivotal in bringing new users to the platform. Rather than trying to optimize the happy path for the customer, operators are starting to think about how they use data to surface the content the user wants in the way they want to access it. This will be particularly important as new markets open in different states. Sportsbook operators need to act quickly on customer signals and make changes at the market level to improve the experience for those specific customers.
As the market expands there will be more state-specific regulations that will present significant challenges for operators. From varying deposit procedures and identification verifications to betting limitations, these differences can lead to disparate user experiences within the same platform across state lines. Quantum Metric is adept at aiding operators in fine-tuning these state-specific experiences, thereby reducing the costs and impacts of compliance on player conversion rates. By comparing friction points across states, Quantum Metric equips operators with actionable insights to streamline regulatory adherence while maintaining a user-centric focus.
Given Quantum Metric’s expertise in digital analytics, can you shed light on the most common challenges sportsbook operators face in delivering a seamless online experience to their users?
Promotions are where we see the most friction, especially when looking at new users there is a lot of confusion around free bets, and we see this with bet selection on top of post-bet around cash-out. Ā Registration is also a huge focus when opening a new market, especially during big events like the annual Super Bowl.
For returning users, the most common challenge faced by operators is personalization. We are seeing a change in behavior and a shift in the customer wanting to create their own multi-level bet and have the operator return the odds for this in a responsive way.
Understanding the sports that individual bettors, as well as new markets are mostly interested in, can be a challenge too. Sports betting sites can seem very complex to new users and helping users access the content and bets that theyāre interested in will be critical. Ultimately, we are seeing operators use digital analytics to understand this and then optimize their experience accordingly. However, while personalization is still being refined, allowing the customer to configure their experience themselves could give operators the edge in the interim.
With numerous sportsbook operators entering the market, how crucial is it for brands to level up their online presence to maintain a competitive edge, and how does Quantum Metric assist in achieving this?
Having a robust online presence couldnāt be more crucial as weāre starting to see regular sports bettors have accounts with around five operators. Quantum Metric helps level up the online presence of operators and ensure they maintain a competitive edge by capturing 100% of player experiences, allowing companies to see the issues that are impacting customers and in return, actually intervene when users are experiencing this friction.
There is no time to waste when it comes to online betting as customers wonāt wait for a sportsbook to resolve the issue as timely sporting events often prevent gamblers from coming back the next day to place their bets. This is particularly important when it comes to in-play betting, so having an early warning system across the entire web and app experience will be crucial for retaining customers.
Quantum Metric is well established within customer service teams of operators since we allow agents to quickly understand the issues customers face. This not only allows companies to address customer queries quicker than they could have previously, but it also allows operators to focus on the issues that are driving users to the contact center.
How does Quantum Metric’s platform provide insights into user behavior, and why is this data invaluable for sportsbook operators looking to optimize their online platforms?
Quantum Metricās 100% capture of user sessions and the depth of capture from OOTB metrics, events and errors alone allow companies to pinpoint issues that are impacting the customer experience in real-time.
Essentially, Quantum Metric has found that teams have very little visibility of the player on apps than from other tools. With the recent introduction of data enrichment, Quantum Metric can supplement our data with data from other sources which can let operators see the issues hurting the player experience through the lens of player tiers.
Since we know customers are likely to have accounts with multiple operators and will need to complete their transaction quickly, real time alerting is incredibly valuable, and Quantum Metric is being used as an early warning system for issues that are impacting customer experience. Quantum Metric can also connect players with CS teams when they are experiencing friction on key flows like deposit, registration or bet placement by triggering the launch of live chat based on signals observed. Similarly, we can surface VOC surveys to get feedback when users encounter friction which can allow operators to marry up the qualitative and quantitative datasets.
Quantum Metric has collaborated with major sportsbook brands. Can you share some success stories or key learnings from these partnerships that highlight the importance of a robust online presence?
Quantum Metric has been hugely valuable in identifying issues with API performance, particularly where API failures prevented bets from being placed. Our 100% capture has allowed sportsbook operators to confidently and quickly resolve problems that are impacting a niche cohort of users, which would otherwise be very difficult to spot when looking at overall bet placement or continuation rates.
Weāve also been adopted by the customer service teams of the operators to revamp customer experiences and resolve issues around key flows such as registration, KYC, promotions, deposits and withdrawals. As a result, our services to sportsbook operators have seen quicker resolutions for customers and increased user retention.
One notable success story involved a long-running spinner impacting deposits in a particular region for an operator Quantum Metric works with. By pointing out the error and by making the small change, the sportsbook operator was able to increase page conversion by 5% and reduce friction by 74% on the deposits page.
One success story involves BetVictor, one of Europeās leading online gaming companies. Through our ongoing relationship, we helped the company optimize the bet slip experience and improve its customer feedback rate by providing data-driven insights. As a result of having increased visibility into its customer data, BetVictor saw session engagement rates rise rapidly and its bet slip funnel specifically saw a 3% increase in its conversion rates.
Looking ahead, what trends or innovations do you foresee in the mobile sports betting industry, and how is Quantum Metric positioning itself to support sportsbook operators in navigating these future developments?
A trend we have seen is around operators moving towards a place where the customer can create the exact bet they have in mind and where the operator can serve responsive odds. There has also been a rise in micro-betting for mobile, where players make rapid-fire, small bets during live games on changing lines and odds. As a result, Quantum Metric is ready to support operators with real-time analytics on live games and glean insights of this high-engagement betting style compared to traditional pregame betting.
Interviews
Patricio Molloy: WA.Technology is ready to raise the bar for LatAm in 2025
As we enter 2025, what unique opportunities do you see for WA.Technology in the LatAm iGaming market?
The iGaming market in Latin America is experiencing rapid transformation, and this dynamic shift presents considerable opportunities for companies with the right strategy and adaptability.
We are witnessing a shift from informal, semi-professional operations to a growing demand for a formal, structured, and professional gaming industry that can meet the higher expectations emerging from both regulators and consumers.
At WA.Technology, we are perfectly positioned to leverage our extensive local knowledge to achieve just that. Our team has been working across the region for years, from Mexico to Brazil, Colombia, and beyond, which gives us a unique edge in navigating the regulatory complexities and unique behavioural dynamics of this evolving landscape.
This authentic regional understanding not only allows us to stay ahead of market trends but also empowers us to innovate in a way that aligns with global best practices while being sensitive to local cultures, customs, and regulations. As the LatAm gaming market continues to mature, we are ready to support operators in a more structured, regulated, and growth-oriented environment.
How does WA.Technology plan to maintain its progress across the region in 2025?
Our approach to sustained growth in Latin America is driven by the expertise of our team, who bring years of experience from across the region. The team at WA.Technology has collectively worked across a variety of LatAm gaming markets, gaining firsthand knowledge of local regulations and consumer preferences. This wealth of experience enables us to navigate the ever-changing landscape with agility and precision.
As the region continues to evolve, we will continue to integrate global best practices while remaining flexible enough to address the unique needs of each local market. Our strategy at WA.Technology largely focuses on building close relationships with various local stakeholders, refining our offerings based on real-time feedback and ensuring our presence continues to make a long-lasting difference in the region.
We are committed to driving long-term growth, building strong partnerships and providing the best possible value to our clients across Latin America.
For operators looking to enter Latin America in 2025, what are some of the key trends/nuances they need to be aware of? And how is WA.Technology helping them to navigate these?
Entering the Latin American market in 2025 presents a variety of opportunities for growth. However, operators looking to make the most of what this region has to offer must carefully consider local regulations, consumer behaviour, and cultural differences in each country. After all, LatAm is not one homogenous region ā each country has its own unique dynamics at play.
Regulatory frameworks continue to evolve rapidly, with each individual regulator in the region setting its own rules, meaning that operators must be highly adaptable and well-prepared for any future legislative changes. But regulations arenāt the only challenge.
Understanding local consumer habits, preferences, and cultural nuances is equally critical to building a successful operation. For example, the products players enjoy in Brazil are likely to be completely different to those favoured by Mexican bettors.
At WA.Technology, we help operators navigate these complexities by offering solutions that are fully compliant with local laws and tailored to meet the diverse needs of Latin American consumers.
We donāt see ourselves as just a technology provider; we want to be a trusted partner, supporting operators in their journey to understand the regulatory environment and local market dynamics, ensuring theyāre well-positioned for long-term success.
With Brazil now live, how does WA.Technology plan to gain an edge in what is likely to be a highly competitive market?
Brazil is undoubtedly the flagship market in Latin America, and weāve been preparing for this moment for some time. With a market of such size and potential, competition is bound to be hard. However, we are confident that our extensive local presence and tailored approach will give us a distinct edge unmatched by any other provider on the market.
Weāve made significant investments in Brazil, building a team that is highly knowledgeable about the local market and deeply embedded in the regulatory landscape. I am proud to say our team has worked extremely hard to ensure we were ready in time for the new regulations in Brazil and that we are in a position now to grow even further in this market as a result. With dedicated local offices, a strong team of regulatory experts and seasoned professionals with operational expertise, we are well-equipped to navigate the complexities of Brazilās rapidly growing iGaming market.
Our extensive knowledge of the local market and commitment to delivering innovative, market-specific solutions allows us to provide licensed operators with the tools they need to succeed in this competitive space.
How will your approach to Brazil differ from that of the wider LatAm market?
While Brazil is undeniably one of the largest and most significant markets in Latin America, our approach to the region as a whole is both comprehensive and tailored to the unique characteristics of each country.
We recognise that Latin America is a highly diverse and dynamic market where each country presents distinct opportunities, challenges, and regulatory landscapes.
At WA.Technology, we adopt a market-specific strategy across our entire business, ensuring that we provide localised solutions that meet the unique needs of each country while maintaining a strong, responsive presence in all key markets.
Our team brings extensive experience from working in countries such asĀ Argentina, Chile, Peru, Ecuador, Colombia, the Dominican Republic, and Mexico. In fact, we recently expanded our footprint by opening offices in Mexico City, which allows us to stay closely connected to local developments and offer even more tailored support to our partners in this market.
Mexico is particularly important to us in terms of future growth, and we view it as a key focus for WA.Technology alongside Brazil. Our integrated, flexible approach ensures we can remain agile across the entire region, responding effectively to each marketās specific demands while maintaining a cohesive regional strategy.
What are your goals for expanding WA.Technologyās footprint in LatAm over the next 12 months? And how do you plan to achieve these?
Looking ahead to the rest of 2025, our key goals for expanding WA.Technologyās footprint in Latin America is rooted in two fundamental pillars: extensive market knowledge and strong local presence.
As the region evolves at a rapid pace, staying ahead of market shifts requires constant attention. Our strategy is to maintain a physical presence in every major market, fostering relationships with local stakeholders, regulators, and operators. By doing this, we are able to anticipate changes in the wider market and position ourselves as a proactive, solutions-driven partner, ensuring that our partners can retain their competitive edge.
We aim to further solidify our relationships with key players across the region and remain highly engaged in local markets, adapting our solutions in real-time to meet emerging needs.
Our focus on continuous engagement ensures that weāre always in tune with the evolving landscape, positioning WA.Technology to lead the way in driving innovation and delivering value in Latin America.
Interviews
Building a company culture from the ground up
David Natroshvili, Founder of SPRIBE, talks about company culture and why office working is the key to communication for any organisation
Home working, office working or hybrid working. Whatās best when it comes to fostering a successful company culture?
SPRIBE started off as a hybrid working company with our employees having a lot of flexibility over where they worked from and the schedules they worked to. This served us well during the pandemic when companies were forced to send staff home during the height of lockdowns. But since then, and given the rapid growth we have experienced, we have opted to gradually switch to a full-time office set-up for our employees. Why? Because there are so many benefits to having employees working from the office, for both the organisation and those working for it. Weāve tried to make the transition as seamless as possible by creating comfortable and inspiring workspaces, offering regular team-building activities and ensuring we run plenty of social events each month, including poker tournaments and Happy Friday which brings together all team members to round off the week.
Ā
Can you talk through some of the benefits of office-based working?
The biggest benefit is the connection that forms between team members and the different teams that make up the organisation. Communication is key to a business ā and individuals ā achieving objectives and reaching its/their full potential, and communication is so much easier when everyone is under the same roof and can speak face to face. It allows for deeper collaboration, faster problem-solving and more cohesive processes. I think there are serious mental health benefits, too ā by working from an office, people feel part of a community and donāt become isolated from their team and the wider organisation. Without its people, company culture is little more than a document of ideas and processes but when you bring the people that make up the organisation under the same roof, it comes to life.
Ā
What does SPRIBEās company culture look like?
We have always focused on helping our employees strike a good work/life balance, and we go to great lengths to support their well-being and mental health. This includes fun activities like our weekly Happy Friday and regular social events but also ensuring that each team member feels valued and that they are supported and encouraged by senior management and team leaders. Personal development is a big part of employee well-being, so we offer plenty of opportunities for personal and professional development. This, combined with providing the right environment for our employees to work in, ensures each member of the team can thrive, develop and grow, which in turn makes them feel like they have a long future with SPRIBE and that their position within the company is valued and secure.
Ā
How will you ensure your company culture evolves alongside changing employee expectations and wider working trends?
The way I see it, talented people want to contribute to a successful business so long as their involvement is valued and rewarded. This has always been the case and wonāt change anytime soon. At SPRIBE, we want to attract the best talent in the business and so long as we ensure this talent feels valued and is given the environment and opportunities to reach its full potential, while striking the right work/life balance, we will remain a highly attractive organisation to join regardless of the latest company culture trends and employee expectations.
Ā
When you founded SPRIBE, did you expect it to become the success that it is today?
Yes and no. I knew that we had an incredibly strong founding team and that when we came up with the concept for Aviator, the original iGaming crash game, that weād come up with something big. But no, I couldnāt have seen it becoming the phenomenon that it has ā Aviator is now live with more than 4,500 online casinos and has 42 million active players a month. This has allowed us to continue to innovate and be pioneers, especially when it comes to our marketing deals with the UFC and A.C. Milan. Itās this that ultimately makes SPRIBE such a great place to work ā we are doing things that other companies could only ever dream of.
Fantasy Sports
Will Booth: blending the best of fantasy and sports with PickāEm Player Props
For those that might not know, can you give us a brief overview of PickāEm Player Props?
In simple terms, the new PickāEm Player Props product from WA.Technology is almost like a hybrid between fantasy sports and sports betting. In the same vein as traditional player props products that you see in traditional sports, players can select markets on individual players ā we have just taken that model and elevated it.
During the game, players can make between two and six bet selections. For example, will Erling Haaland score more or less than 2.5 shots? The number of bet selections the player makes then determines their multiplier. By allowing bettors to unleash their sporting knowledge and provide engaging games for them to play, we are helping our operator partners to not only engage with a wider player base but also to fuel long-term retention. It really is a one-of-a-kind product and one weāre incredibly excited about. Itās already proving to be a top performer in LatAm.
Why has now been the right time to unveil PickāEm Player Props?
Over the last few years, weāve seen significant growth in the number of player proposition products. There are several reasons for that. Sports fans have shown a growing affinity for individual players rather than a team. They follow players on social media and engage with content featuring that player.
This reflects the wider trend weāre seeing: the new generation of fans is more in love with the players than the team itself. A great example of this is both Lionel Messi and Cristiano Ronaldo. Bettors worldwide would wager on either of those players and engage with their content regardless of which team they played for or what club they supported.
The appetite for player-driven betting is increasing dramatically, resulting in a greater demand for products specifically tailored to individual athletes.
With more traditional sportsbooks, however, weāve found that there isnāt as much depth of product regarding player propositions ā aside from goal scorer markets. We wanted to change that ā we wanted to deliver a fun, engaging product that helps build a sense of community among players.
Since PickāEm Player Props is also a hybrid of fantasy and sports, it can act as an attractive tool to facilitate new market entries, as fantasy sports are not regulated like sportsbooks or iGaming. Take the US for example. In most states, operators do not need a licence to offer a fantasy sports product. This is the case for many markets around the world, too. I believe this will be an attractive proposition for operators looking to expand their international footprint, and as a truly global provider, weāre here to make that happen.
In your view, what differentiates WA.Technologyās PickāEm Player Props from other player props products on the market?
Currently, we are the only B2B provider to offer a player propositions product that combines sports and fantasy. A handful of companies in the US offer something similar, but they are all B2C companies ā we are bringing something totally unique to the B2B space.
Fantasy Sports have always been popular in the US. But over the last 18 months, weāve seen a meteoric rise in the demand for player proposition markets; we wanted to develop a product that caters to that growth in demand and delivers something unique for our partners.
For other player props products on the market, something that is worth noting is that the design and UX are doing little to engage Millennial/Gen Z bettors. This audience demands a streamlined UX that is easy to use. Our PickāEm version has been specifically designed with this demographic in mind, although we have been careful not to disenfranchise other age groups. We have kept the design sleek, streamlined and easy to use to deliver that. Itās extremely well-designed compared to what you might see in a more traditional sportsbook.
The game is straightforward to understand because we have fixed multipliers. This decision differentiates us from more traditional products, where the multipliers vary depending on how many bets you place. It also makes the product much more accessible for players who might otherwise not be familiar with fantasy or player props.
Another major defining factor is that we have ensured players can add multiple bets from different markets together. On most sports betting sites out there, you cannot combine player props markets. You couldnāt, for example, have a bet slip combining Erling Haaland’s Over/Under Shots and Kevin De Bruyneās Shots on Target. We know this is frustrating for many bettors. We wanted to eliminate that barrier and elevate sports fans’ experience.
How does the level of data granularity influence the design and effectiveness of player proposition betting products, particularly in terms of player engagement and personalised betting options?
We are very fortunate that the data feed we use for our player props markets is the best. We have a wide range of insights and data analytics available, giving us an edge over other companies within the space ā this is a serious differentiator.
The enhanced data range means we can deliver many more bespoke, personalised betting options to players while also getting more granular with the markets we can offer.
Our Managed Services Team, which oversees all things trading, also closely monitors the markets that are most popular with players. For example, if we see an influx in bets on āshots on targetā, we know how to create more promotions around this particular market. We can tailor the CMS to engage better with players and create a more personalised experience.
Players can also āfavouriteā particular players and clubs. Any market featuring that player will automatically appear when the PickāEm Player Props application loads up.
Are there any markets where you believe PickāEm Player Props will prove to be particularly popular? If so, why?
In all honesty, I canāt think of a market where this wonāt be popular! Regions such as LatAm present an enormous opportunity for the growth of player proposition markets. I believe we can really plug a gap in the products currently offered to bettors.
Across the continent, weāve seen players show a real passion for player-focused markets, and weāre here to capitalise on that. In Brazil, for example, if we were to create markets on Neymar, Iād anticipate this would gain much traction!
The real selling point for PickāEm Player Props here is that we offer an extensive range of sports and markets that cater to a broad audience ā but within that, we can personalise sports and bet selections not to overwhelm the player. Iād expect that markets on football will perform exceptionally well across Africa and LatAm, while countries such as South Africa may have a stronger preference for Rugby or Cricket.
Ultimately, itās about understanding the unique preferences of players within each jurisdiction our partners operate in and tailoring the product accordingly. With teams based in various markets worldwide, we can get to grips with the local knowledge and fully understand what resonates with bettors.
In your view, what are some of the factors behind the growth of player props products in the last 12 months?Ā Ā
Most definitely shows how sports media companies are incorporating more player-specific content into their roster. This already has a huge impact, and I canāt see it changing anytime soon.
Whether itās interviews with specific players, post-match analytics on performance or even the inherent growth of social media, the balance is undoubtedly tipping more towards the player rather than the team.
Personalisation will also have a considerable knock-on effect on the growth of player propositions. Bettors want more bespoke offers, specific bet suggestions and more instant content tailored to their unique playing habits. With a product like PickāEm Player Props, you can personalise that betting experience to your heartās content.
It also becomes much easier for sportsbooks to align with a specific userās interests when we deliver unmatched data analytics and levels of personalisation that are available via WA.Technologyās product suite.
In short, PickāEm Player Props gives operators the tools they need to create wide-ranging engagement opportunities without sticking to the rigid sporting calendar, where sometimes you might have to wait several days between a game. By incorporating fantasy sports, we can deliver round-the-clock content much faster, therefore meeting the demands of players. If you want to find out more ā make sure to stop by Stand 1095 at SiGMA!
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