What creates loyalty? Industry commentary would suggest that creating one-off exceptional experiences is the key – but what lies behind the gimmick?

Discover the real value of seamless experience offered by a trusted brand, combined with ‘magic moments’ to deliver something exceptional to your clients.

• Making Customers a key stakeholder in the business
• Creating a multi-channel VoC program that captures customer experiences accurately
• Improving operations by identifying where to enhance processes that frustrate customers, prevent upselling, and create negative word of mouth
• Turning feedback into an active, operational part of the decision-making process, and increase revenues by identifying key areas for investment

• In an increasingly mobile dominated industry, what are the next steps to take to deliver exceptional customer service and delivery for increased profits and volume?
• Delivering easy and secure mobile gambling to increase customer satisfaction
• Practicality vs innovation: getting the balance right in your mobile strategy to deliver customer success

Excellent customer support is at the core of any successful operation. In BetClic’s fast-paced, online world, this means high visibility and availability.
Being able to speak to someone in their own language is core to a successful customer relationship, but serving customers in 28 different languages also means increasingly communicating internally across language barriers at a variety of levels with trust being equally important, which is incremental at all stages of the customer  journey. Here you will learn from a true industry thought leader about what they have been doing, and where they see oncoming challenges over the coming years.

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: How to Differentiate Your Brand – 3 Critical Steps
Customers are more cynical, savvy and ruthless in making purchasing decisions.
Brand is a crucial element of customer acquisition, summarising your entire business offering within one single interpretation.
Explore how  to differentiate your offering
from competitors to improve customer
acquisition and retention. 
Warren Eloff, Head of Product and CRM, Locus Gamining

Topic Two: Customer acquisition strategies for the diverse gambling industry
What the key strategies are to galvanise your business, and deploy technology successfully to make headway in tough climates.

Topic Three: Complaints management : what to do when things go wrong
Though the end goal is clear, service provision and dealing with people, rather
than process or numbers will mean that complaints are an occupational hazard.

What are the types of complaints that will matter most to your business, and how
to ensure satisfaction is restored through the most appropriate, rather than most
cost-effective, channel.