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The missing link: Transforming available data into hyper-relevant activation and engagement

Brendan O’Kane, CEO at OtherLevels, reveals how transforming data into more relevant and sophisticated communications is hugely successful at activating and engaging customers.
Fewer than 100 days out from the start of the new NFL season, sportsbooks will be planning their marketing strategies to maximize the engagement opportunities that the season brings.
A month after the Philadelphia Eagles go up against the Dallas Cowboys, the NBA season also gets underway. Both landmark dates will long since have been picked out by sportsbook marketing teams as hooks to reactivate existing customers.
However, OtherLevels recent research shows that a reliance on mass seasonal campaigns not only risks missing the target in terms of engagement and activation, but can actively alienate customers. Modern, digital-first customers are smart and savvy – and they see through and ignore generic communications.
Our findings showed that seasonal campaigning, driven by high-profile sports, is over-prioritised with individual customer behaviors and preferences heavily under-utilized. The study also highlighted a common gap where raw behavioral data – which all operators have access to – is not transformed into sophisticated content and media.
Activation and Engagement
To determine how effectively one of the leading US-based sportsbooks was creating relevant communications for its customers, we conducted a two-month study of mobile engagement using the app push channel. The premise behind the research was that personalized, relevant and contextual communications lift activation and engagement in sports betting.
Our research team tracked two consistent customers who placed a total of 228 similar wagers on NFL, NBA, NHL, and EPL events. Both customers consistently bet on the same teams and props with consistent cash values.
Our expectation was that the sportsbook would leverage the repeated, predictable behaviour to tailor personalized communications.
The results, however, showed a significant lack of personalization. Despite both of our users exclusively betting on professional football, basketball, soccer and hockey, 29% of communications failed to mention any of these sports.
A total of 23% of messages promoted college football or basketball, which neither customer had ever wagered on. Soccer, which accounted for 19% of total bets placed, featured in only 1% of communications.
A mere 7% of communications contained token personalization – most of which was attribute-based (customer name or location), with 93% completely lacking behavioral personalization. Crucially, the operator failed to use betting behavior to tailor content related to preferred teams, props, markets, or odds changes.
The research showed that there is a significant disconnect between what we expected in terms of personalized communications and what was delivered. It uncovers a prevalent challenge within the industry: the disparity between the availability of customer data and how to transform this into compelling content and media, suitable for use by a (generic) CRM platform.
To create campaigns that are more effective, customer data needs to be transformed into content and activation needs to be automated. This is not trivial – a personalization engine does not create content, it outputs a JSON data recommendation. Automation is equally challenging. Take the NBA as an example: given that there are over 1,300 games, without an automated content and media creation capability built for 24/7 sports, there is a fundamental gap between personalization recommendations and an exciting, in the moment, customer experience. A marketing team relying on a generic CRM platform, lacks the automated content capabilities to create sophisticated sports content and CTAs.
Customer-centric
At OtherLevels, our Experience Platform fills that gap. It combines operator or 3rd party personalized recommendations, live odds, historical betting behaviour, and match context to create 100% automated, hyper-personalized CTA communications, for delivery by existing marTech platforms.
The positive results of this approach are clear to see. For two of the operators we work with, this customer-centric approach to marketing communications resulted in a 16% uplift in engagement across the NBA last season, an 8% lift from NFL for outbound communications and a 30% increase in on-site interaction for sophisticated NFL content.
When sportsbooks gear up for major seasons like the NFL and NBA, a default reliance on traditional CRM platforms that cannot create compelling sport content at scale leads to suboptimal engagement and risks alienating customers.
Conversely, adopting a customer-centric approach that leverages betting behavior and an automated, cutting-edge content and media engine, creates automated, hyper-personalized communications. This approach has been shown to dramatically increase activation and engagement, highlighting a clear next step for more effective sportsbook marketing.
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ACR POKER ANNOUNCES SCHEDULE FOR FIRST-EVER BATTLE OF MALTA ONLINE SERIES AWARDING $5 MILLION GTD PRIZE POOL

Buy-ins from $5.50 to $630 in packed 68-event schedule
ACR Poker and Battle of Malta (BOM) have released the full schedule for the first-ever online edition of the beloved European live poker festival, the Battle of Malta Online, guaranteeing $5 million across a 68-event schedule.
Starting this Sunday on ACR Poker, the Battle of Malta Online schedule highlights include the $66 multi-flight event featuring a $500,000 GTD prize pool (flights from July 3rd, Day 2 on July 27th), the $109 tournament with $400,000 GTD (Event 68), and the $630 tournament awarding $600,000 GTD (Event 67). There’s also plenty of lower buy-in events starting at just $5.50, so everyone can join the fun and compete for great prizes.
Players can also compete for one of ten €8,000 packages to the live Battle of Malta festival at Casino Malta from October 28th to November 5th, putting players in the heart of the action at one of poker’s most prestigious events. Five packages are up for grabs each Sunday via the Beast Satellites, which play on July 13th and 20th at 5:05pm ET. All BOM Main Event satellites will also be exclusively on ACR Poker, and players who survive Day 1 online will take their stack to Day 2 live in Malta.
“The full schedule for the Battle of Malta Online is finally here, and it’s everything players could hope for,” said ACR Pro Chris Moneymaker. “There’s a great mix of buy-ins and formats, alongside big guarantees, so there’s something for players of all skills and levels. The series is just around the corner, so now’s the time to plan the grind and get ready to compete for the first-ever Battle of Malta Online titles.”
What’s more, the Battle of Malta Online will feature a $35,000 Leaderboard Contest, where players earn points in any BOM event across two leaderboards: High Buy-in (over $44) with an $8,000 top prize, and Low Buy-in (under $33) with a $4,000 first prize. Plus, the overall winner will score an €8,000 package to Malta this October.
Battle of Malta Online marks the 10-year anniversary of BOM, which has earned its place as one of Europe’s most iconic poker festivals, celebrated for its electric atmosphere, elite-level competition, and unforgettable player experiences. Last October, BOM reached new heights with a prize pool exceeding €4.7 million and participants from over 60 countries. This year’s BOM boasts a €2 million GTD prize pool, a revamped schedule including the €2,200 buy-in ACR High Roller, and plenty of exciting off-the-felt activities.
For further details on the Battle of Malta Online, visit ACRPoker.eu.
Compliance Updates
INCENTIVE GAMES SECURES MICHIGAN GAMING LICENSE

Incentive Games, a leading B2B games provider, is proud to announce that it has been awarded a Provisional Michigan gaming licence by the Michigan Gaming Control Board (MGCB), effective today. This achievement allows the company to bring its innovative suite of Real-Money Games to operators and players across the state.
The Michigan licence represents Incentive Games’ first foray into the North American regulated market. This comes shortly after the launch of Incentive Studios, the company’s dedicated Real-Money Gaming division, which is set to drive its ambitious growth in this sector. The licence underscores the company’s unwavering commitment to maintaining the highest standards of compliance, security, and operational integrity. Obtaining this licence, which requires excellence in areas such as robust security protocols and comprehensive responsible gaming measures, provides access to one of the most dynamic iGaming markets in the United States.
Ahmed Baker, Chief Commercial Officer at Incentive Games, said, “Securing our Michigan licence marks an exciting new chapter for Incentive Games. It’s a testament to our unwavering commitment to meeting the highest regulatory standards and unlocks a significant opportunity for us in a critical North American growth market. This will allow Incentive Games to forge new partnerships and bring our highly engaging Real-Money Games directly to players in Michigan. We’re very grateful to the MGCB for this achievement, which is a pivotal step in our global expansion strategy as we continue to deliver world-class products and build strong partnerships in the region.”
Gambling in the USA
Snoqualmie Casino & Hotel Unveils Expanded Non-Smoking Gaming Floor

Snoqualmie Casino & Hotel has officially opened its newly expanded non-smoking gaming floor, marking a significant milestone in the property’s continued commitment to exceptional guest experiences.
Located adjacent to the hotel lobby, the new, larger non-smoking slot floor will feature nearly 400 of today’s most popular slot machines in a fresh, modern environment designed exclusively for non-smoking guests. This addition enhances the casino’s dedication to providing smoke-free gaming options in a luxury setting. For convenience and ease of access, non-smoking guests can also take advantage of the smoke-free entrance via the hotel’s valet parking.
This new space complements Snoqualmie Casino & Hotel’s existing fully enclosed, non-smoking slot area near Falls Buffet and Snoqualmie Café & Deli, offering guests even more choice and accessibility when it comes to their preferred gaming environment.
In addition to these gaming enhancements, all restaurants on property are 100% non-smoking, making Snoqualmie Casino & Hotel a premier destination for guests seeking an elevated, smoke-free entertainment and dining experience.
“We’re thrilled to offer our guests even more smoke-free options. The expansion of our non-smoking gaming floor reflects our ongoing efforts to listen to our guests and create an atmosphere that’s both exciting and comfortable for everyone,” said Mary Lou Patterson, CEO of Snoqualmie Casino & Hotel.
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