#500: March Madness Special: Hyper-paced CX in the iGaming Industry with Pini Yakuel, Optimove

The Agile Brand with Greg Kihlstrom

The Agile Brand

Business, Marketing

5 • 2.7K Ratings

🗓️ 22 March 2024

⏱️ 28 minutes

🔗️ Recording | iTunes | RSS

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Summary

Welcome to our first March Madness episode - and in the spirit of this, today we’re going to talk about the customer journey and experience in an industry that has one of the highest velocity of transactions, yet with very little differentiation between brands. The iGaming industry, which includes sports betting and online casinos is often looked at as a commodity product/service with little differentiation between brands. Incentives, like bonuses of free money for gambling, wear out. As we know and talk about a lot on this show, for brands to create a difference, they need to create a better user experience, deep personalization, and relevancy. Yet, with the high stakes and high volume of customer interactions, traditional retailers, financial service providers, and others can learn from marketing in the iGaming industry. To help me discuss this topic, I’d like to welcome Pini Yakuel, CEO and Founder of Optimove, a platform ranked #1 by Gartner for multichannel marketing journey orchestration. Resources Optimove website: https://www.optimove.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Learn more about your ad choices. Visit megaphone.fm/adchoices Learn more about your ad choices. Visit megaphone.fm/adchoices

Transcript

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0:00.0	The Agile Brand.
0:02.0	Welcome to season six of the Agile Brand, where we discuss marketing technology and customer experience trends, insights, and ideas with enterprise and technology platform leaders.
0:18.0	We focus on the people, processes, data, and platforms that make brands successful, scalable, customer-focused and
0:25.0	sustainable. This is what makes an agile brand. I'm your host, Greg Kielstrom,
0:29.5	advising Fortune 1000 brands on Martek, marketing operations, and CX, best-selling author and speaker.
0:36.2	The Agile Brand Podcast is brought to you by Tech Systems, an industry leader in full-stack technology
0:41.4	services, talent services, and real world application.
0:45.0	For more information go to teek systems.com.
0:49.0	Before we get started, I wanted to let you know that my latest book,
0:52.8	Priority is Action, Seven Principles for Better Strategies, Decisions,
0:56.4	and Outcomes is now available.
0:58.4	In it, I give ideas and insights for leaders and teams that need to make meaningful progress on their priorities.
1:04.0	After all, our priorities are what we do, not what we say we'd like to do.
1:08.0	You can find priorities action on Amazon or learn more on my website, Greg Kilstrom.com. Now let's get on to the show.
1:17.3	Welcome to our first March Madness episode and in the spirit of this today we're going to talk about the customer journey and experience in an industry that has one of the highest velocity of transactions, yet with very little differentiation between brands.
1:32.0	The eye gaming industry, which includes sports betting and
1:35.2	online casinos, is often looked at as a commodity product or service with little differentiation
1:40.7	between brands. Incentives like bonuses of free money for gambling wear out.
1:46.0	As we know and talk about a lot on this show,
1:49.0	for brands to create a difference,
1:51.0	they need to create a better user experience, deep personalization, and relevancy.
1:55.6	Yet with the high stakes and high volume of customer interactions,
	...

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