How Fast Tracks deliver hyper-personalised player engagement

Are your marketing campaigns fully leveraging the power of AI and real-time data? What if your CRM strategies could run with 75% less effort?

In this episode of Connected with Pragmatic Solutions, our CEO Ashley Lang interviews Simon Lidzén, co-founder and CEO of Fast Track, to explore how the company is reinventing CRM to deliver the ultimate 1 to 1 player engagement experience. 

The conversation centres on the evolving landscape CRM, particularly within the iGaming industry. It highlights how CRM automation and AI, once a luxury, are now essential for player lifecycle and lifetime value management.

Fast Track, positioned as a market leader, explains its vision to digitalise iGaming through a self-learning engagement platform based on real-time data and AI-driven personalisation (their "Singularity model").

The discussion also covers Fast Track's three core promises—excellence, flexibility, and efficiency—and how their platform assists operators in navigating regulated markets while maximising commercial opportunities.

Intelligent, real‑time player journeys

Fast Track’s real-time player engagement platform is helping operators embrace automation, adopt AI, and deliver more personalised experiences without increasing headcount or complexity. Their commitment to excellence, flexibility, and efficiency is key to empowering operators to dominate acquisition channels and deliver greater returns to their shareholders.

The company positions itself not merely as a CRM provider, but as a platform for player engagement orchestration. Most CRMs in iGaming rely on batch processing, legacy segmentation, and generic promotions. Fast Track’s vision is much bolder: deliver personalised, relevant, and timely engagement for every individual user in real time.

Central to this mission is the Singularity Model, Fast Track’s proprietary AI framework. This model analyses each player’s behaviour dynamically (clicks, bets, session patterns, and even churn signals) to ensure that content, rewards, and timing are uniquely optimised.

Instead of segmenting users into buckets, Singularity aims to make every player journey entirely bespoke. This shift from static to dynamic, from manual to adaptive, marks Fast Track’s most radical departure from traditional CRM tools.

What makes this practical, is how the platform is built. Fast Track is modular, API-first, and integrates deeply with core business systems. For Simon, this was non-negotiable: in a global industry with diverse regulatory, operational, and marketing demands, a rigid CRM system would collapse under pressure. Flexibility, automation, and intelligence form the pillars of their design philosophy.

AI that Empowers, not overwhelms

Fast Track brings AI into campaign planning without requiring data science expertise. CRM teams can now build automated workflows using visual tools that include AI‑recommended channels, send times, and reward formats, all generated from predictive models without writing code.

Their internal framework, FTML (Fast Track Machine Learning), allows for 10–15x faster model deployment, enabling operators to iterate on campaigns daily and stay responsive to shifting player behavior or market dynamics.

Built‑in risk control through AI & compliance fusion

Simon is frank about the risks associated with hyper‑personalised incentives, especially around bonus abuse. Fast Track embeds compliance right into the engagement process through a real‑time integration with Greco, a gameplay risk monitoring engine.

If suspect behaviour is detected, such as coordinated bonus exploitation, the system automatically adjusts or suppresses offers. This risk‑aware CRM design ensures operators remain aggressive in retention strategies, yet firmly within regulatory safe zones.

AI‑powered CRM ecosystem for Pragmatic Solutions’ clients

Simon Lidzén’s vision for Fast Track is clear: to offer a unified, AI‑powered CRM ecosystem that enables iGaming operators to automate personalisation intelligently, scale effortlessly, and retain more valuable customers, all within regulated, real‑time environments.

That capability is reinforced by their integration with Pragmatic Solutions' PAM platform, ensuring CRM automation is part of a broader business flow. For operators looking to mature their CRM strategy, particularly in regions with evolving regulation or rapid user growth. Fast Track presents a compelling, future‑ready proposition.

5 Key Takeaways:

• Fast Track shifts CRM from static segmentation to adaptive orchestration.

• Combining CRM and PAM in one platform reduces friction and accelerates scale.

• No coding needed: campaigns are built visually with AI guidance.

• Engagement at scale: personalized campaigns deliver relevance across millions.

• Risk management is embedded, not added as a siloed control.

Watch to the full podcast episode here