iGaming CRM Strategy: Retention, VIP Management and AI

Effective CRM is one of the most consequential and most misunderstood functions in iGaming operations. Operators frequently measure it against the wrong metrics, build campaigns before they have defined the right objectives, and deploy tools without a strategy to guide them. The cost is visible in retention rates, VIP attrition, and revenue that should have been retained but was not. In this episode of Connected with Pragmatic Solutions, CEO Ashley Lang speaks with Brigitta Szenczy, Co-Founder of Kyborg, about how operators can build more effective CRM strategies. The discussion explores the diagnostic approach to identifying CRM weak points, how and when to use personalisation versus broad segmentation, the role of CRM as an early warning system for VIP churn, and where AI fits within a human-led strategy function.