Trust and loyalty have become increasingly important in an online world that gives customers access to the widest range of products and services in history.

Companies want to attract and retain customers. They use a range of strategies to help them do this. One of these is leveraging the power of AI and machine learning to deliver personalized experiences.

The competitive iGaming sector has been at the forefront of utilizing this technology and this is expected to continue into 2025.

Hyper-Personalization

AI and data-driven insights can be used at all stages of the customer journey. By analyzing core contextual data such as browser, device and geolocation, key games can be recommended. As a player signs up for a casino and starts playing, more data is generated. This can be used to provide a more individualized experience.

The result is unique experiences tailored to each customer, both in the lobby and across the marketing funnel. Furthermore, email, SMS and push notifications can be used to advertise specific offers based around individual player preferences. This increases engagement and reduces churn.

Creating a personalized lobby through data-driven insights also increases engagement and reduces churn. Highlighting the games a customer prefers – with information generated through AI – means you can create optimized search on a website and personalized landing pages too.

Communication

iGaming companies can spend up to a third of their annual turnover on marketing so it is essential this is being targeted in the right way. By sending personalized marketing content based on individual user data, operators can make a customer feel valued. This encourages them to return to the casino or sportsbook.

By understanding customer behavior across multiple channels, operators can get greater insight into their preferences. This means they can send relevant content at the right time through the most appropriate medium. For example, you can target a slot-playing customer with a free spins offer via push notification at the exact time of day they are most likely to play.

As well as promoting offers, this approach also works for loyalty and VIP schemes. General email and SMS correspondence can also benefit.

Triggers

Another key aspect of marketing which transfers over to casinos is the use of triggers. If someone is logged into a game and has not engaged in a certain amount of time, a pop-up reminder can be generated. The same can happen if a deposit hasn’t been made over a set period of time. If a player has not engaged at all, you can also send email or SMS reminders. By doing these things, you can re-engage the customer.

The Importance of Language

Marketing is an art-form and the use of language is important. Phrases such as ‘Games Trending in Your Area’ or ‘Games Trending for Your Age Group’ imply a connection that does not exist with more basic phrases such as ‘Popular Games’. Using the language of inclusivity can boost engagement.

The same is true regarding localization. Having an offering that is tailored to each territory highlights a personal touch. Furthermore, offering familiar payment methods in familiar currencies demonstrates to potential customers that your product is trustworthy and is specifically tailored for them.

Conclusion

There are numerous ways that personalization can increase customer engagement and with it your bottom line. In the highly competitive iGaming sector, AI and data-driven algorithms should be embraced to boost loyalty and reduce churn.

If you are interested in finding out more about AI personalization and how GamePark can help your iGaming business, please get in touch.