• State of play: where is the gambling industry at and where does it need to get to in order to enhance the customer’s experience
• Where you should focus your attention for customer potential and value
• How to exploit developments in social media, mobile, and internet to drive customer capability and market share

A structured networking session to maximise your opportunity to make those invaluable conference contacts with your customer experience peers in the gambling industry and solution providers

Each person has a number on their name badge and a bingo card. Spend this time trying to find the people whose badge numbers match those on the card, exchange business cards and make a plan to meet again later.

Hand your bingo card back to registration, and be in with a chance to win not only the title of Best Networker, but a prize as well!

• How a focus on customer experience in a land based offering will acquire and retain customers to boost revenue
• Delivering exceptional customer experience through staff buy in, training and development
• Best of both worlds: integrating land based and digital experiences for the complete customer experience and retention strategy

Since its foundation in 1988 Paddy Power has sought to be different from the pack by taking an unconventional approach to betting and gaming. The vision is simple, make betting with Paddy Power an entertaining, fun and fair experience that means more than simply winning or losing money. 

Paddy Power is also committed to providing customers with the best product range and highest quality customer service.

Here you will learn from the Head of Operations at Paddy Power what makes them do what they do, and how this unconventional approach has led to a 25% increase in revenues over the last two years.

Is the gambling industry ready to be Customer-centric? What lessons can the gambling industry learn from other sectors? How do gambling companies move from using customer experience buzz-word to delivering truly engaging customer propositions and experiences? What do they need to do in order to navigate the omni-channel minefield?

Get up to the minute developments, information and ideas specific to your customer experience requirements

Our unique roundtable sessions offer a peer-to-peer opportunity to share best practices and develop some real take home ideas. Brainstorm with like minded operators who are under the same pressures to overcome these challenges.

Each work group will be a structured discussion that brings together real world scenarios and expertise to the table. Attendees will have a chance to debate and discuss ideas and then move to your next roundtable topic you want to tackle.

Topic One: Addressing customer trust in the gambling industry

How can the gambling industry build, rebrand and develop trust within the sector and overcome the public perception issues as the biggest obstacle to improved customer experience and loyalty.

Martin Dowson, Customer Experience Business Coach

Topic Two: Integrating seamless payment solutions to maximise customer satisfaction

Various payment options, increasing customer contact channels, customer expecting fast and accurate services- how do these align to ensure a first rate customer experience every time?

Topic Three: Utilising mobile apps enhance the customer experience

Debate how to align your customers mobile experience with  the end-goal of your CX transformation journey

• Examining how to identify, develop and manage VIP’s in land based operations to increase customer experience and value
• Determining how to ensure internal buy-in of new  retention and loyalty initiatives
• Developing opportunities for VIP acquisition to online within the land based operations
• Assessing how to identify lapsed customers and ensure all avenues are taken to reactivate VIP customers