Interviews

Roundtable – Thinking Outside the Box with experts from Betsson, Gamingtec and Press Enter

Published

2 years ago

March 31, 2022

George Miller

Reading Time: 8 minutes

Q: Is the online gambling industry lagging behind others when it comes to UX?

Betsson – Janick Bonnici – Gaming Content Optimisation Manager

Although we are seeing substantial improvement, the simple answer is yes, when you compare the industry to other digital industries and their giants like Netflix, Spotify, Amazon – it is clear that these companies invest heavily in differentiating themselves from others in their field, offering customers with the most user-friendly and effective browsing experience. As an industry, our focus has heavily been on the content we release, innovation and adapting to constant change, which can distract our focus on user experience optimisation. It is understandably quite a challenge given that the industry has grown at such a fast pace and we’re often faced with regulatory changes, even impacting the way we can promote games on site, which means that every market has different UX requirements.

Gamingtec – Andrei Beu – Commercial Director

The COVID-19 pandemic shook the very foundations of businesses from different industries, forcing them to adapt to changing times at a much faster pace. More and more businesses realized the importance of building their online presence as the world retreated indoors. We can say that the gambling industry is somewhat more conservative hence lagging behind tech, travel or big data, yet there are certain markets (like EU) which are focusing a lot of attention on UI/UX.

Press Enter – Hampus Eriksson – Chief Product Officer

We are operating in an online industry, estimated to be worth more than $50bn which says to me we are doing something right. The industry is incredibly competitive and in order to acquire and retain players, UX has to be a priority for anyone hoping to drive a successful business and experience substantial growth.

Competition also drives innovation and our industry is renowned for pioneering technology that provides the best UX available. This not only applies to the moment players arrive at the lobby but also the choice of games, easy navigation, player personalisation, but also to more compliant requirements that are in place to ensure player protection. UX is everything and I believe the gambling industry truly thinks about the end to end player journey and what that UX looks like.

There will always be some incredible examples outside of gambling that surprise and impress us, and this is great, because it’s also important to be regularly inspired and learn how we can adapt new technologies to enhance our own industry.

Q: Casino game lobbies have not drastically changed in many years – why is this?

Betsson – Janick Bonnici – Gaming Content Optimisation Manager

The focus through the years has very much been around providing players with the best content and engagement before and whilst playing the games. This includes tailored content targeted at specific players based on their preferences, intriguing offers and engaging gamification experiences such as tournaments and missions, often offering massive prize pools. This was always the most effective way in attracting players to browse games, however as markets regulate and marketing becomes more limited, optimisation of your shop window becomes integral in allowing players to find content which they enjoy.

Gamingtec – Andrei Beu – Commercial Director

This is again a matter of the markets we are looking at. The more technically evolved countries have also brought in a better UX and are constantly updating their online gambling offering. We can easily tell the difference between operators active in Africa versus Europe. So lesser tech progress attracts conservativeness.

Press Enter – Hampus Eriksson – Chief Product Officer

At a glance, I can understand how one might think that lobbies have largely stayed the same in terms of format, however there is a lot more going on behind the scenes. Casinos have gone from offering players hundreds of games to thousands of games across multiple verticals. Today, players are provided with all the tools to navigate the lobby, with filtering systems, game categories, etc and operators are now finding ways of using the information they glean from player behaviour to come up with new and interesting ways to present games that the player would enjoy most.

Q: What technologies/solutions are available to help deliver a more personalised experience?

Betsson – Janick Bonnici – Gaming Content Optimisation Manager

We are definitely not short of data in our industry, which is the key ingredient to developing a personalized gaming experience. We spend hours on hours every day drilling down on deep dive analysis, with the end goal to deliver the most dedicated user journey. There are also third party companies specializing in content analysis and building personalized frameworks. Apart from this, with the tremendous volume of games on display and influx of new content being released on a daily basis, having a smooth content management system is essential. I would say there should be a balance of a refined game recommendation engine, with the touch of human experience as the ideal approach to achieve this experience, since our industry is constantly evolving, with new game types constantly being innovated by game studios – we need to ensure we are always on top of the current trends.

Gamingtec – Andrei Beu – Commercial Director

There are several tools that have been widely used in the past years to shape the UI/UX and they will keep on having an important role. Yet it’s only natural that designers and developers alike will look into the emerging UX technologies like Voice UI (Amazon Alexa, Google Home, Apple’s Siri and Microsoft’s Cortana), touchless gesture control, AI, VR and others. The industry will need to adapt as the trends show us the users being more and more connected to emerging technology.

Press Enter – Hampus Eriksson – Chief Product Officer

Going back to the previous question about UX, personalisation plays a large part in this. If a client doesn’t feel like they feel valued or that they belong, then they’re not going to want to stick around. An operator can provide the most immersive and thrilling content, but without ensuring personalisation is a priority within their UX ambitions, then it will not be money well spent.

There are a number of technologies available and many of which are easily integrated into iGaming platforms. These can range from extremely advanced solutions using many data points that will subsequently start learning player preferences by recommending games they are likely to enjoy or more simple solutions that allows you to present a range of games to be presented to a group of players qualifying into some set criteria’s.

The implementation of AI has also played a huge factor when it comes to personalisation and has been a hugely valuable tool in driving overall engagement throughout the player journey leading to increased wagering activity and ultimately maximising the lifetime value of each customer.

Q: Why is delivering a personalised experience so important for the player?

Betsson – Janick Bonnici – Gaming Content Optimisation Manager

Picture yourself as a person who is opening an online casino page for their first time, all you are presented with is a bunch of game thumbnails, perhaps some important information about the game, as well as the option to filter through the various game offerings and studios. As an average player, this massive selection can be quite overwhelming and often the player will choose a game related to an offer, or one of the first games they see on the page. If one of the first games you enter is an extremely volatile game for instance, as an average player you could deplete your balance instantly and get the opinion that you cannot win. We are building some brilliant content in this industry and there is absolutely something for any type of player, how you guide a player to making their choice of game is key to their perception of playing online.

Gamingtec – Andrei Beu – Commercial Director

Focusing on customers and testing different options is key in determining the most relevant and effective UX for online gambling. Various types of screen resolutions and browsers need to be supported to ensure an equally easy and enjoyable experience for the players. Moreover, operators need to make sure they consider every step users might take to find a game, access help, search and any reasons why they might want to abandon the site/app. The quicker users get to their goal, the more frequently they are likely to return to the same operator.

Q: What opportunities does it present the operator?

Betsson – Janick Bonnici – Gaming Content Optimisation Manager

The obvious opportunity is of course a far greater customer engagement and retention. By delivering a personalized experience from a UX point of view, every time a player logs in to their account, they are not seeing a static page, but ideally a fully customized experience. Retention is key in any industry, it is cheaper to retain players than acquire, I believe that the user experience, especially looking ahead, is going to be key in judging site stickiness and brand loyalty. Players are spoilt for choice nowadays, with new brands always being launched, the user journey is more important than ever.

Gamingtec – Andrei Beu – Commercial Director

Personalization is at the heart of a comprehensive customer experience. The benefits of good UI/UX are measurable and research shows us the importance of proper personalization:

the ROI is likely to increase 5 to 8 times and sales by 10%
personalized calls to action convert 200% better
90% of users are likely to be willing to share their behavioral data if the operator can make their experience faster and easier

Press Enter – Hampus Eriksson – Chief Product Officer

Investing in personalisation is a necessary approach by most operators because without it, it will dramatically reduce the lifetime value of that player. Therefore, the opportunities are all around ensuring the retention of players. I think that Game Recommendation Engines in all their various forms are maturing, and there is a lot of focus and investment going into that. CRM personalisation has also come on leaps and bounds, enabling operators to offer an end to end level of personalisation. This is particularly valuable when we engage with our players via Customer Support and/or Payments. The chat bots are great at taking care of many FAQs, and this undoubtedly expediates many requests on behalf of our players.

However, there will always be situations where players will need a real human interaction to solve a problem. Therefore, I think we have a great opportunity to improve how we respond to these types of enquiry; such as, why do I have to explain my problem to a customer representative and why have they not got the technology and tools to see what my problem is before I start talking to them? The stuck game rounds, spins that didn’t pay out correctly or bonuses that didn’t trigger or release is the type of information buried deep in 3rd party systems and can be accessed if you are guided where to look. I think we can make significant improvements in that area and empower 1st line support more to give help more promptly, rather than start collecting the information from the user to start up the investigation. Furthermore, as an industry we still need to continue to invest into empowerment of our 1st line. This is one of the few chances we get to communicate directly with our players, and you do not get a better opportunity to change a bad experience into a positive one. I am still amazed when I gamble around casinos and need help and still get hit with the same response that I got 10 years ago: “we need to escalate to the relevant department” answers, we need to minimise this to the absolute necessary level.

Q: How do you see casino game lobbies and the way content is pushed to players changing?

Betsson – Janick Bonnici – Gaming Content Optimisation Manager

I imagine that lobbies will come more alive with more customization on the user-end. The average shelf-life of a new game is becoming shorter and shorter, given the volume of content coming through, as a result the decay curve of a new game release is also much quicker. Everyone wants that front-page exposure, therefore judging that a game sticks from the beginning is vital. This should tie in with games becoming more feature-rich, which guarantees that they’ll be pushed through in more categories and filtering, thus granting them more exposure. We should aim to move away from static looking lobbies and bring online casino pages to life, really bringing forward the exciting experience and thrill which you experience in-game, before you even open the game.

Gamingtec – Andrei Beu – Commercial Director

Online casino operators generate huge volumes of data on a daily basis, and within this data there are plenty of indicators as to player preferences in each market. Identifying and monitoring trends in each market enables the operators to determine which games/providers they should promote, also allowing them to create bespoke content.

There is a series of factors to consider if you want to really engage with your players as an operator and the change will likely be based on behavioral data as well as emerging tech allowing the operators to provide a unique UI/UX.

Press Enter – Hampus Eriksson – Chief Product Officer

Our industry is constantly innovating and it won’t be long before it’s introducing a much more advanced way of serving the games and marketing information that players want to receive. I also think that for the more casual and recreational player, there might be a slower uptake in any significant changes to the game lobby but who knows – watch this space!

Holly Fairweather Head of Account Management at House of Brands provider White Hat Studios

Women in iGaming Interview: White Hat Studios’ Holly Fairweather

Published

1 day ago

April 30, 2024

GamingAmericas.com

women-in-igaming-interview:-white-hat-studios’-holly-fairweather

Holly Fairweather, Head of Account Management at House of Brands provider White Hat Studios, sits down with Gaming Americas to discuss the growing influence of women in the iGaming industry, and highlights how more can be done to improve the overall gender imbalance

Gaming Americas: Since joining the industry in 2018, have you noticed a change in how women are represented within iGaming companies, as well as general attitudes?

Holly Fairweather (HF): When I reflect on the past six years, it feels great to say I have seen a lot of positive changes in our industry and more importantly, an ever-increasing drive to address gender diversity. There is still work to do, and I am reminded of this attending our industry events, where it’s very evident we still lack female presence in C-level roles and on expert panels. It’s also not hard to see walking around conferences the overall gender imbalance that exists. With that being said, I do feel it’s moving in the right direction and I am regularly inspired by women around me being promoted to senior management roles, providing great mentors and role models. Awareness of gender diversity and celebrating success is continually being pushed via various channels, and for me plays a big part in why we are seeing more women have the confidence to progress in their careers and more women enter the industry. It’s also important to say, and why I think change is happening more, that the want of women to succeed and to increase female presence in our industry, is indeed backed by a strong support network of women supporting women, but also of the men in our industry.

Gaming Americas: How important are groups like Global Gaming Women? What kind of initiatives have they offered to help your own career development?

HF: I’ll be honest, I’m still learning about all that Global Gaming Women offers. Working in the US market I see GGW as a substantial network which offers reams of support from training courses, lean in circles and mentorship and networking events just to name a few. I have taken part in a few of the industry wide networking events, and really enjoyed them, connecting with some amazing people, learning more about the industry. One of my objectives this year is to participate in more events, adding value where I can whether that’s within the GGW network or through other avenues.

Gaming Americas: What more can the industry do to make it more appealing to women and ensure they are better represented within organizations?

HF: It’s got to start within each individual company taking responsibility for equal representation. This is not a tick box exercise to achieve a target on a gender split % by x date but must be about promotions and roles being rewarded to the best candidate for the role, regardless of gender, ethnic background, or sexual orientation. We need to shout about the success stories of DEI within the industry, creating an inclusive work environment will attract not just more women but more candidates overall, increasing the talent pool.

There is also a piece around exposure and shining the light on the fantastic women we have leading the way. Sharing their career paths, the good, and the challenges, to provide relatable examples of success. To make women in gaming not about the stats or portray the headline as a negative but more around showcasing the women that are successful and why, helping more women relate and pursue a similar path if this is what they wish to do.

Gaming Americas: What advice would you give to the next generation of women that are looking to make a breakthrough in the industry?

HF: This is a good one! First and foremost, you lead your own progression. Be proactive in building your network, push yourself out of your comfort zone to attend networking events. Reach out to other women in the industry for support and mentorship. That is on you to drive.

Immerse yourself in a team with values that align with yours, a team that welcomes and promotes diversity of all types and supports and rewards on merit are key.

Build your knowledge, for me knowledge is confidence. Quickly realise it is ok not to know everything, ask the questions and find out. Be solution-oriented, supporting your superiors will get you noticed for going over and above and adding value to your team and company.

I was told ‘people do business with people,’ which I stand by and could not be truer in the igaming industry. Always treat everyone with respect, be kind, be yourself, but don’t forget to back yourself! Relationship building is so key in this industry and has helped me progress to where I am today.

Lastly, take risks. And by this, I mean sometimes you must step out your comfort zone and push yourself to try something different to progress to the next stage. So far, the most pivotable moment in my career and biggest risk I have taken, and I’m sure Andy Whitworth (CEO) and the White Hat Studios (WHS) team won’t mind me saying, was accepting the job at WHS. A brand-new supplier to the US, no content live alongside the fact I had never worked in the US market, so of course there was an element of risk. It was, however, a calculated risk as I was joining a team of experts, senior level management I had worked for previously, in an ever-growing US market. A no brainer now when I look back.

Gaming Americas: From a White Hat Studios perspective, what DEI initiatives does the company put in place?

HF: DEI of all types is something I believe increases the performance of a team, and is something we are extremely passionate about at WHS. As we grow and expand, maintaining a strong culture has never been more important. We recently held a WHS workshop in Prague, with one section of our day spent holistically agreeing and locking down our values as a team, ‘Who we are, what we stand for ‘and ‘treating everyone equally’ is now embedded in our company culture as one of our five core values.

I have been lucky in the fact I have never felt that my gender has held me back in my current role and previous igaming companies. Although I understand this has not been everyone’s experience, I truly believe the more we celebrate success, drive awareness, embed inclusion within our companies, and work together across DEI as a whole, we will continue to see women progress and take on careers in igaming.

Compliable

Reputation matters – the importance of supplier licensing

Published

1 day ago

April 30, 2024

GamingAmericas.com

reputation-matters-–-the-importance-of-supplier-licensing

More and more jurisdictions are introducing licensing for B2B providers in an attempt to boost regulatory oversight and restrict black market activity with Sweden and Denmark recent examples. In this piece, we talk to Greg Ponesse, Chief Revenue Officer at Compliable, about how the increased compliance burden can favour suppliers’ standing in the iGaming ecosystem.

Have you seen a shift in attitudes from suppliers to only provide products in regulated markets?

We have seen that suppliers that have traditionally taken a .com approach are starting to move towards being licensed to secure additional revenue and more customers but also to improve their overall reputation and standing. The perception of brand integrity plays a big part of the decision-making process because some operator partners might be reluctant to work with suppliers if they have a mainly grey-market approach.

In the US, supplier licensing has always been the norm, so where we are seeing attitudes changing is primarily with European suppliers. Although most suppliers might have a few licenses that they need to manage in key markets, they are now better understanding the importance of being seen as fully compliant across the board as regulation changes and operators are looking for trusted partners.

Some of these brands are massive enterprises who are now trying to get a handle on how to manage all their licenses across multiple regions, and we have seen an increased interest in our software to support that.

What has been the driving force for this – regulator pressure or business strategy?

It’s a little bit of both. Regulator pressure is definitely a big one as gambling becomes more ubiquitous and mainstream. It’s the responsibility of the government to provide structure and regulation to ensure safety for consumers and many are starting to realize that suppliers play an equally important role in that as operators. We have recently seen examples of locally licensed suppliers being fined by regulators for offering their products to unlicensed operators, so providers need to be on the ball to ensure their reputation stays intact.

That said, the grey market suppliers up to this point have stayed in grey markets because that’s what was available to them. Now you’re seeing new markets opening up like North America, which has been huge, where all states require suppliers to be licensed. These grey market players that have previously focused on Europe now see that there’s revenue over there to be gained, so they need to pull up their socks and play the game.

As a business strategy, suppliers can only remain in black markets for so long, avoiding paying taxes and declaring revenue. In a competitive marketplace, suppliers can definitely benefit from being more established and having numerous licenses. Operators might be wary to work with companies that don’t take compliance seriously so being able to show that you have X number of licenses and that you have infrastructure in place shows that you’re serious, and that you know what you’re doing. It kind of sets the table for you to have a soft landing and to be able to begin those discussions with potential partners.

A sole focus on regulated markets would suggest a negative impact on profits so what benefits do suppliers see from being licensed?

If the train is only going in one direction, you eventually have to hop on it. Moving away from grey markets will inevitably have a negative impact on profits but you then have to look at where you can find additional revenue. If you are a licensed supplier, it does allow you to work with the big local operators. You have to decide on whether you can make more money as a grey-market supplier or by going into markets being licensed and making the most of what that offers.

Do you expect more jurisdictions will introduce B2B licensing going forward?

Yes, for sure. Gambling is ubiquitous now and governments recognise that it’s a great revenue generator for them and it also helps with ensuring responsible gambling. With licensing, you provide a framework, infrastructure, and environment that is safe, and it ensures that everyone is on a level playing field. That needs to include all different sides of the industry such as operators, suppliers, affiliates etc. If everyone in the ecosystem follows the rules, it will be a better place for all.

What are the big challenges that suppliers face when it comes to licensing in 2024 and beyond?

Your licensing strategy, so basically, where you are going to go get licensed. This process takes time and resources, and you want to make sure you are prepared before you start talking with operators. They will want to know, just like as with any other vendor, if you are licensed as a supplier.

If we use the US as an example, there is no shortage of suppliers that want to partner with the available operators, so you need to know who you want to work with and where, and then you have to make sure you sort those applications properly. That is all about getting the right advice or using software because if you fail the process, you will end up at the back of the queue and your go-to market strategy will be delayed.

What, if any, are the key differences between licensing in the US and regulated markets in Europe and other regions around the world?

For starters, every state in the US acts as if it is its own country and the licensing process is very complex and rigorous. In Europe, it was initially somewhat more relaxed. You got your Malta licence, and that was then good for all countries in Europe. We’re now seeing a bit of backtracking, with more and more countries getting tougher on rules and regulation.

Increased supervision, with regulators having more oversight, means there is no hiding and I think that is what we’re moving towards on a global scale.

I do believe that most suppliers and operators prefer a regulated market because it separates proper companies from the bad ones. If I was a large operator or supplier that invested time and money into licensing and establishing a compliance team, I would feel good about that because there are so many companies that can’t do it. There’s this element of pay to play, so to speak, in order to really maximize your profits in a region.

Interviews

Changing the game for content aggregation

Published

2 days ago

April 29, 2024

George Miller

changing-the-game-for-content-aggregation

Reading Time: 4 minutes

We sit down with Dee Maher, CEO of La Royale Gaming Investments, to learn more about her recent appointment as CEO and how the company is set to challenge the gaming industry’s conventions.

La Royale Gaming Investments has bold plans to become a true power player and redefine industry standards. Through acquisitions and mergers, it intends to build an “ecosystem” of online and offline companies, covering both B2B and B2C. Its first play is Quanta, a unique content aggregation platform designed to leverage a high volume with a focus on delivering unparalleled value at a fair price, aiming to introduce innovative solutions for both operators and suppliers. To learn more about La Royale and its goals for the coming 12 months, we spoke with recently appointed CEO, Dee Maher.

Tell us more about your journey to being appointed as CEO of La Royale Gaming Investments.

I’ve been working in the global online gambling industry for many years now in roles covering legal and compliance leadership. Over the past 15 years, I have had the privilege to work for some of the biggest organisations in the business including the likes of Genesis Global, Betclic, Vera&John and Evolution Gaming. When I was approached about joining La Royale Gaming Investments as CEO, it was an offer that I couldn’t turn down. Recognising the company’s ambition to forge a transformative path in the gaming sector, I was compelled by the vision to lead change and drive innovation. My decision to accept was driven by a profound commitment to spearhead our mission, leveraging the remarkable talents of our team to redefine industry standards and make a lasting impact.

What are your main responsibilities and where are you looking to progress most?

I have been tasked with supervising the expansion of our investment portfolio by recognising opportunities that are aligned with our online and offline strategies. I am also overseeing the day-to-day running of Quanta, our inaugural venture, which stands out in the crowded marketplace as a game aggregation platform like no other. In terms of where we are looking to make the most progress, we plan to curate a unique ecosystem of innovative offline and online gaming companies through strategic mergers and acquisitions which combined will make La Royale Gaming Investments a real tour-de-force in the sector and one of the top tier companies with interests across both B2B and B2C.

How is La Royale Gaming Investments going to disrupt the industry? Is it taking a different approach?

La Royale Gaming Investments is poised to redefine the gaming industry with a strategy rooted in bold vision and innovation. We have built out the best team to deploy these ambitious plans and achieve our strategic goals. We are well-capitalised and have lined up our first run of acquisitions, starting with Quanta. Our approach focuses on identifying USPs within each business we engage, introducing ground-breaking offerings to the market. With Quanta, that is being the first mass-market game aggregation platform, creating value for both operators and suppliers. This is an industry where many follow the same blueprint, but we know that to pull distance from our competitors, we need to do things a little differently.

I think our biggest point of difference is that we are curating an ecosystem of innovative businesses across all areas of gambling and gaming. This includes both online and offline, and both B2B and B2C. There are not many organisations in the industry that are this broad and diverse so again this is an area where we can really stand out.

You mentioned that Quanta is the first mass-market game aggregation platform. What does it offer operators and suppliers and how is it different to other solutions in the market?

Quanta has been developed so that it can handle the largest possible volume of games from a diverse array of providers and seamlessly integrate with a vast network of operators. Due to this volume, we can offer the best commercial deals to both parties. Our scale, in collaboration with leading studios and casinos, positions us as a frontrunner in content distribution. Furthermore, we are committed to achieving certifications across all significant regulated markets. For operators, this means they can quickly and easily add games to their lobbies and for studios, it means access to the widest distribution network and thanks to our minimum reseller fee structure, we make this access available to all providers from the established titans to the rising stars.

But just to be clear, Quanta transcends the ordinary, offering not just a cost-effective solution but a sophisticated high-performance platform. The platform is state of the art, allowing for seamless integrations for both operators and suppliers while ensuring the highest standards of resilience and performance. The concept is simple – high volume, low cost – but the advanced technology and strategic foresight required to realise this vision set us apart from conventional solutions in the market.

Content provision is highly competitive so what makes you confident that Quanta will be heard above the noise being made by other providers and aggregators?

Our mass market approach is unique and is already helping us to stand out and generate significant interest from both studios and operators. In the current challenging economic landscape, efficiency and cost-effectiveness are paramount for all stakeholders. But our advantageous commission structure is not the only way we are helping here. At present, operators often have many integrations with various aggregators and directly with game providers. This is inefficient and expensive. With Quanta, operators can plug into a single platform and access all the content they need for each market they target allowing them to save significant resources or to deploy these resources elsewhere.

On the subject of the current economic climate. Is now a good time to be building a business based around M&A?

That depends on how you are approaching your M&A activity and whether an organisation is taking on debt. Timing can be crucial here – you just have to look at the likes of 888 to see how a change in the direction of the wind can have a brutal impact on the wider organisation. That said, there are always plenty of opportunities to acquire great businesses, technologies, solutions and so on, and part of my remit as CEO is to spot these and if they align with our wider approach, make a move. I think the 12 months ahead will be incredibly exciting when it comes to M&A, with some truly transformational deals taking place – something that La Royale Gaming Investments intends to be a part of.

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