This workshop will explore two of the most popular customer retention (CRM) strategies being used by global gaming operators to enhance engagement and loyalty, delving into the heated industry debate of personalisation vs gamification. Does a highly personalised, service-driven model, that features simple UI and VIP customer support provide better returns vs an immersive, gamified experience? Can they exist side by side in the pursuit of the “Netflix” of gaming? And how do we tailor these strategies to different sized business models.

• Understand the impact of personalisation versus gamification on customer engagement and loyalty, and which model best suits different player types.
• Learn how to tailor retention strategies to fit various business sizes, ensuring they drive retention across different operational models.
• Learn how data insights can refine personalisation, enabling you to offer tailored experiences that resonate with individual player preferences.