iGaming Customer Experience
18-19 April, President Wilson Hotel, Geneva
The ONLY event bringing together CMOs and top-level leaders in Marketing, Acquisition and Retention from the most prominent iGaming
operators across the globe
Master the art of digitally attracting and retaining players to stand out from the crowd in a fiercely competitive iGaming landscape
“The only opportunity to openly benchmark our acquisition and retention strategies and capabilities with so many of my marketing peers from
the World’ leading iGaming operators”
Advisory Board:
An Agenda Designed By The Industry. For The Industry:
• Jimena Sanz, Head of Marketing, LatAm, Betsson
• Eleonora Norbiato, Head of Acquisition, Sky 365
• Vedran Karaman, Founder, Karaman Digital
• Matthias Kaiser, Head of CRM, Tipico
• Ivana Flynn, Head of SEO, Comeon
• Pedro Midoes, Head of CX Product, Entain
• Gareth Woodhouse, Head of Digital and CRM, UK, Genting
Confirmed Speakers:
Learn From. Be Inspired By:
1. Pontus Lindwall, CEO, Betsson AB
2. Francesco Postiglione, CEO, Casumo
3. Jan Matuska, CEO, Allwyn UK
4. Alex Wicen, CEO, Scatters Casino
5. Efi Peleg, CMO, ComeOn Group
6. Neil Banbury, CCMO, Kindred Group Plc (TBC)
7. Oksana Xerri, CMO, Weltbet
8. Luisa Fernandez Munoz Teran, Head of Customer Experience and Digital Strategy, Betfair
9. Asa Thelin, Head of Design and Experience, Svenska Spel
10. Sandhya Singh, Chief Customer Experience Officer, Casumo
11. Hermann Pamminger, Secretary General, European Casino Association
12. Ziggy Pruvoost, Head of Local Marketing and Partnerships, Napoleon Sports and Casino
13. Alex Carr, Director Digital Marketing, William Hill
14. Cecilia Paolino-Uboldi, Director International Strategic Partnerships, Carnival Corporation
15. Renata Collinge, Global Head of Customer Journey and Insight, Entain
16. Vlastimir Vukadinovic, Marketing Director, Superbet
17. Dona Dragova, Head of CX, MGM Group
18. Monika Newbound, CRM Director, Entain
19. Pedro Midoes, Head of CX Product, Bwin
20. Anna Davies, Head of Compliance and Safer Gambling, Metropolitan Gaming
21. Yanica Sant, Group Legal Director Gambling Regulation, William Hill
22. Juan Carlos Alvarez, Head of Digital Marketing, BetVictor
23. Georgi Pepelyankov, Head of Marketing Transformation, Kindred Group Plc
24. Jean Galea, Head of Marketing Platforms, Betsson Group AB
25. Martins Omogabi, Head of Marketing, Melbet
26. Agnieszka Osmialowska, Data Protection Officer, LV Bet
27. Alex K, Head of Real-time CRM, Entain
28. Ulrich Gilot, Head of Media, Betsson Group
29. Ludvig Philip, Head of Retention Marketing, LeoVegas
30. Emma Lee, Head of Player Risk, Tombola
31. Filip Pirozenok, Head of Brand, Parimatch
32. Ivana Flynn, Head of SEO, Comeon
33. Matthias Kaiser, Head of CRM, Tipico
34. Gareth Woodhouse, Head of Digital and CRM, UK, Genting
35. Eleonora Norbiato, Head of Acquisition, Sky 365
36. Stefaan Esch-Schultze, Head of iGaming Acquisition, Tipico
37. Silvy Argenzanio, SEO Manager, LeoVegas
38. Conrad Bugeja, Group Head of SEO, LeoVegas
Unleash the Heartbeat of Entertainment. Amplify Digital Interaction. Capture the
Future Tech-Forward Generation of Players.
iGX – Day 1, Thursday, 18th April 2024
08.00 Registration and Welcome Coffee
08:40 Welcome Remarks:
Gabriela Martins da Silva, Editorial Director, WBR
08:50 Chairperson’s Opening Address:
A View from the Top
09:00 CEO Keynote: Charting your Course: Unveiling Betsson’s expertise in geographical diversification, local partnerships and brand expansion for unprecedented revenue and profitability in an
otherwise demanding market
Pontus Lindwall, CEO, Betsson Group AB
Tackling Expensive Traffic Acquisition Costs Head On
09:20 CMO Keynote: Bet on Marketing: How to maximize marketing ROI with strategic game, product selection and campaign management in a crowded market of weekly releases
Neil Banbury, CCMO, Kindred Unibet Group (TBC)
Reserved for CMO of a Top 10 Operator
Tailoring Gaming Experiences
09:40 Panel Discussion: Be the Player’s No.1: How can you leverage the latest digital tools to provide a super-duper personalized gaming experience that keep players engaged and helps you stand out
from the crowd?
Neil Banbury, CCMO, Kindred Unibet Group (TBC)
Efi Peleg, CMO, ComeOn Group (TBC)
Oksana Xerri, CMO, Weltbet
Moderator: Open to Sponsor
Groove Your Way to Omnichannel Success
10:20 Fireside Chat: Captivate, Customize, Cross-Sell: How can you gather deeper player data to customise an epic marketing experience across desktop, mobile and app platforms and various devices
that captivates and retains gaming enthusiasts?
Moderator: Open to Sponsor
Reserved for CMO/CCO or Director Digital Marketing/Brand for a Top 20 Operator
10:40 Morning Coffee Break
Let’s Dive into Minds
11:20 Case Study: Who are you?(really?): How to unleash psychographic superpowers to deliver out-of this-world marketing and games that are tailored to your players whims and desires and keeps
them coming back for more
Asa Thelin, Head of Design and Experience, Svenska Spel
Supercharging your Segmentation
11:40 Panel Discussion: 1 Million Ways to Segment: How can you use AI & ML to uncover hidden treasures in your players' online gambling habits and pair players with the perfect personalised
marketing campaigns and gaming experience?
Moderator: Open to Sponsor
Reserved for 3-4 Global Heads of Digital Marketing from Top 30 Operators
Risk Monitoring Extravaganza
12:20 Case Study: Prevention-First: How to use deep-learning models to predict harmful player behaviour before it even happens to proactively protect your players and keep them playing safely
enable a compassionate approach to RG literacy
Reserved for an operator with a best-in-class story to share on preventing harm through risk monitoring
12:40 Networking Lunch Lunchtime Masterclass: Lead the Way with Hyper-Personalization: How to give your players the ‘Netflix’ experience and
collect valuable data cues that will build them a player dashboard that makes them think ‘how did they know?’
Open to Sponsor
Track A Track B Track C
Ideal for CMOs, Heads of Marketing and Acquisition Ideal for CMOs, Heads of Marketing and Retention Ideal for CMOs, Heads of Marketing, Acquisition and Retention
Advancing your Acquisition Strategies Revamping your Retention Interactive workshops
Strategies
13:50 Case Study: Leading with content as king: How to create high- Case Study: Creating dynamic player campaigns How to 13:50-14:35 Workshop: Future-proofing your CRM: How to
quality and informative content such as game guides, reviews and provide an adaptable player management campaign that unleash your CRMs data analytics powers to craft personalized
strategy articles to better attract and engage new players recommends new games and products, cross-sells and marketing messages that resonate with your players on a
Filip Pirozenok, Head of Brand, Parimatch keeps players engaged as they grow and change? personal level and boost conversion and retention rates
Ludvig Philip, Head of Retention Marketing, LeoVegas Open to Sponsor
(MGM Group)
14:10 Case Study: Social media mastery for acquisition: How to unlock the Case Study: Working your social media magic for
the power of social platforms to target and attract a wider pool of retention: How to unleash your superpowers to forge
new players on Facebook, Instagram, Twitter and Tiktok thriving player communities on social platforms that
Vlastimir Vukadinovic, Marketing Director, Superbet build out of this world connections with each other and
your brand
14:30 Responsible Focus Case Study: Set RG Standards with Player Case Study: Playing with gamification: How to 14:45-15:30 Workshop: Segmentation per Engagement Focus:
Acquisition: How to set standards of healthy play, RG literacy and incorporate elements of gamification such as How to unravel the millions of segmentation data category
prevent the onboarding if migrated flagged players from other sites leaderboard challenges and tournaments to make your possibilities to understand the make-or-break factors that will
in a compassionate way? gaming experience more interactive and enjoyable give you the ultimate digital engagement and player
Anna Davies, Head of Compliance and Safer Gambling, communication strategy
Metropolitan Gaming(Reserved) Open to Sponsor
14:50 Case Study: Mastering mobile app acquisition: How to focus Responsible Focus Case Study: Define a Healthy Long-
acquiring players through mobile apps as more players access Term Customer: How to implement a risk-monitoring
iGaming platforms on various smartphone and tablet devices program that starts within retention to identify harmful
Eleonora Norbiato, Head of Acquisition, Sky 365 play among long-term players and keep healthy players
rewarded in a responsible way
Emma Lee, Head of Player Risk, Tombola(Reserved)
15:10 Case Study: SEO extravaganza and content wizardry: How to Case Study Perfecting personalised rewards and bonuses:
supercharge your site's on-page and off-page SEO and craft How to tailor your loyalty program with a tiered
irresistible content that reels in your dream players approach based on player preferences to keep them
Ivanna Flynn, Head of SEO, ComeOn Group engaged and motivated with offers and VIP treatment to
long-term players
15:30 Afternoon Coffee Break
Track A Track B Interactive Workshops
Ideal for CMOs, Heads of Marketing and Acquisition Ideal for CMOs, Heads of+ Marketing and Retention Track C
Advancing your Acquisition Strategies Revamping your Retention Ideal for CMOs, Heads of Marketing, Acquisition and Retention
Strategies
16.00 Case Study: Leveraging data-driven marketing: How to use data Case Study: Leveraging advanced analytics: How to use Workshop: Payments and Open Banking: How to navigate
analytics and audience segmentation to personalise advertising AL and ML to analyse player data and predict player financial integration of digital payment and banking tools to flag
efforts and target specific demographics with tailored messages behaviour to allow for more targeted retention and block crime, monitor realistic player spend, and set
Silvy Argenzanio, SEO Manager, LeoVegas strategies boundaries that support your risk monitoring system
Conrad Bugeja, Group Head of SEO, LeoVegas Open to Sponsor
Case Study: Getting your affiliate marketing A game on: How to Case Study: Transforming omnichannel engagement:
work with affiliates and their networks to promote your iGaming How to ensure a seamless experience across different
16:20
platform and drive traffic through referral links and partnerships platforms, -desktop, mobile and app to maintain player
engagement regardless of their preferred device
Case Study: Perfecting sponsorship partnerships: How to form Case Study: Cross product promotion extravaganza: How
partnerships with sports teams, leagues and other entertainment to promote gaming products within the same brand to
entities to gain exposure and attract a diverse player base cross-sell and up-sell to existing players and make them
16:40
Vlastimir Vukadinovic, Marketing Director, Superbet customers for life
Georgi Pepelyankov, Global Head of Marketing Transformation,
Kindred Group
A Closer Look into the Marketing Campaign of the Year Winner
17:00 Case Study: How to create an interactive ads experience on in-gaming channels, monetize this new source of programmatic inventory and build brand loyalty
Ulrich Gilo, Head of Media, Betsson Group
The Epic Debate- a Clash Between Superheroes and Supervillains
17:20 Oxford Style Debate: AI can be the Robin to Responsible Gambling's Batman, working hand-in-hand to create a safer, more engaging gaming world- AGREE OR DISAGREE
Agree:
Disagree:
Moderator: Open to Sponsor
17:50 Chairperson’s closing remarks
18:00 Drinks reception – Open to All at the President Wilson Hotel
19.00 End of Day One
iGX – Day 2, Friday, 19th April 2024
08.00 Registration and Welcome Coffee
08:40 Welcome Remarks:
Gabriela Martins da Silva, Editorial Director, WBR
08:50 Chairperson’s Opening Address:
Sharing the Ultimate Gaming Wisdom
09:00 CEO Keynote: How to balance multiple conflicting needs of thinning profit margins, compliance and a strong commitment to harm-free gambling across multiple markets, and
how can we make it possible through effective leadership?
Francesco Postiglione, CEO, Casumo (Reserved)
Regulators and Operators Joining Forces
09:20 Regulatory Interview: How are regulators and operators collaborating to create a global central knowledge platform that enables sharing of player data at ease to promote safe,
fair and crime-free gambling?
Hermann Pamminger, Secretary General, European Casino Association
The Evolution of RegTech in Gaming
09:40 Case Study: How to take advantage of the latest RegTech innovations to stay on top of on-going global regulatory requirements with minimal resources to remain compliant and
ensure your games are accessible everywhere
Yanica Sant, Group Legal Director Gambling Regulation, William Hill (Reserved)
Launching a ‘Bigger than Twitter’ Engagement Platform
10:00 Interview: How Superbet launched a brand-new engagement platform expertly designed to hook and onboard audience and how it quickly overtook Twitter as the top social
media app in Romania
Vlastimir Vukadinovic, Marketing Director, Superbet
10:20 Morning Coffee Break
Turning Responsible Gambling into a Game-Changing Adventure
10:50 Panel Discussion: How to use digital tools to navigate the seas of player behaviour and use these insights to create a responsible gambling strategy that keeps your players safe
on their gaming voyage
Ulrich Gilot, Head of Media, Betsson Group
Sandhya Singh, Chief Customer Experience Officer, Casumo
Asa Thelin, Head of Design and Experience, Svenska Spel
Moderator: Open to Sponsor
Leveraging Cross-Marketing and Partnerships
11:30 Interview: How can you form winning partnerships with other entertainment industries such as sports teams, movie studios and social media platforms to expand your reach
and engage new audiences?
Moderator: Open to Sponsor
Millennials, Gen Z, Gen Alpha in the Spotlight
11:50 Guest speaker: Gain an insight into what each of these player segments are craving - from preferences on types of games and ways of interacting as gaming sites become new
social networks
AR and VR- The Dynamic Duo Shaping the Future of Gaming
12:20 Guest speaker: How to embrace AR and VR capabilities to offer players an immersive gaming experience that transforms their living rooms into the ultimate playground of
imagination and excitement
Georgi Pepelyankov, Global Head of Marketing Transformation, Kindred Group
Spicing Things Up with a Dash of Cross-Collaboration
12:40 Panel Discussion: How can you ensure every cross-departmental team members have access to the player data they need to work their magic in attracting players, offering the
ultimate gaming experience and retaining players?
Moderator: Open to Sponsor
13:10 Networking Lunch Lunch Masterclass: Into the Metaverse: How to bring players into the alternate gaming
reality where they can interact in 3D and real-time, and leverage your marketing and
brand to build exclusive content that can’t be found anywhere else
Open to Sponsor
Track A Track B Track C
Ideal for CMOs, Heads of Marketing and Acquisition Ideal for CMOs, Heads of Marketing and Retention Ideal for CMOs, Heads of Marketing, Acquisition and
Retention
Advancing your Acquisition Revamping your Retention Strategies
Strategies Interactive workshops
14:10 Case Study: Geo-targeting and localisation focus: How to Case Study: Cracking the code to player retention: How to 14:10-14:55 Workshop: Thinning Profit Margins: How
customise your marketing strategies based on your geo embed a central data platform that lets you get a sneak peek to balance your acquisition, retention and revenue
location and cultural preferences of your potential players at every twist and turn of your player journey to discover targets with the current economic climate, inflation,
to make campaigns more relevant where they vanish to plug those gaps affordability and align business operators with
Luisa Fernandez Munoz Teran, Head of Customer financial governance?
Experience and Digital Strategy, Betfair Open to Sponsor
14:30 Case Study: VR and AR exploration: How to use these Responsible Focus Case Study: Safe player retention: How to
immersive technologies to create a unique marketing use intuitive real-time game notifications tools to help
experience that brings your gaming experience to life and players set limits and manage their gambling habits without
attract tech-savvy players driving them away
14:50 Responsible Focus Case Study: Safe player recruitment: Case Study: Player campaigns, turbocharged by brainy bots:
How to leverage AI & ML to prevent high-risk players How to use AI and ML to instantly guide your players to fresh
migrating to your site to grow your new player base safely adventures and pump up engagement to keep them in the
game
15:10 Case Study: Cracking the code on customer acquisition Case Study: Predictive AI or churn prevention: How to use
costs: How to unleash the power of advanced data predictive AI models to identify players at risk of churning
analytics and KPIs to woo the perfect players on a and implement targeted retention strategies to keep them
shoestring budget active
Tackling Regional Issues Head On
15:30 Roundtable 1: USA: How can you overcome challenges posed by interstate agreements and variable profit margins to create a successful omni-channel strategy that provides a
superior user experience to your players? Open to Sponsor
Roundtable 2: Ontario: What are the AGCO’s requirements to enter a new iGaming market and 8155
Roundtable 3: UK How can you prepare for the UKGC’s response to the upcoming growth in cloud gaming and potential payer risks it may cause? Open to Sponsor
Roundtable 4: France: How might the French government modernise their legislative framework following the launch of iCasino to the country’s gambling industry, and how can
operators prepare for compliant market entry and consumer profile integration? Open to Sponsor
Roundtable 5: Brazil: How to create a local partnership in the Brazilian market to harness hyper-personalized experiences, build a strong player engagement base and beat the
rush to launch a top sportsbook Open to Sponsor
Roundtable 6: Germany: What are the top tips to engage German players across the ununiform state-by-state regulatory landscape and how is the current licensing and
advertising structure set to change? Open to Sponsor
Roundtable 7: Africa: How to navigate the complex regionally diverse growing iGaming market in Africa and adapt a free-to-play and cash-focused model into a community of
profitable players Open to Sponsor
Roundtable 8: Netherlands: What’s the future of iGaming in the Netherlands and how can operators adapt their player monitoring, internal procedures, player data and
addiction prevention to remain compliant and maintain consumer protection? Open to Sponsor
16:00 Afternoon Coffee Break
The Epic Debate - a Clash Between Engagement and Loyalty
16:30 Oxford Style Debate: Bonuses and loyalty perks have pushed ROI limits and may be substituting genuine entertainment experiences
Agree: Alex Wicen, CEO, Scatters Casino
Disagree:
Moderator: Open to Sponsor
Finding the Next Big Thing
17:30 Dragons’ Den: Hear from the latest and greatest start-ups to determine which is best placed to help address your marketing priorities – Cast your vote and the winner walks
away with the Dragons’ Den trophy!
18:00 Chairperson’s closing remarks
18:10 End of iGX – See you next year!
