player retention strategies for online gaming

19th – 20th July 2011 America Square Conference Centre, London, UK

Improve your customer service effi ciency, boost player confi dence, retain and increase player lifetime values across your online gaming products

“ In a growing, competitive market customer acquisition and retention is key. UK gambling websites have a global customer base that wants easy access to information and immediate responses to enquiries, particularly when their money is quite literally at stake”

Jon McEnroe, Vice President International Operations, Talisma

www.PlayerRetentionEvent.com

Discover the answers to your most pressing player retention issues and challenges including:

• How to build the most effective retention strategies designed to increase player lifetime values across your gaming portfolio

• The C word! Take away tools to help you drive down player complaints on your website

• Manage your channels of communication to offer your players a level service that goes above and beyond your competitors

• The players perspectives: Hear from real players about the real issues they face with your websites

• Get the very latest updates from technology and platforms with specifi c solutions designed to help you beat player churn rates

• Plus… Leading industry case studies, panel debates and hot tips to increase player loyalty

Customer Management IQ presentRegister and Pay by the 13th of May 2011

and Save £300

Telephone:

+44 (0)20 7368 9300Fax:

+44 (0)20 7368 9301Email:

[email protected]:

www.playerretentionevent.com

Simon Collins, R&D, PartyGaming

Michael Braga, Founder, Motive Marketing Services

Oliver Watkins, Head of CRM, Rank Interactive

Martyn Trebert, Customer Insights, Netplay

Dominic Vye, Head of Customer Loyalty, Sportingbet

Ariel Reem, Head of Retention, Mansion *tbc

Chris Gorring, Owner, WebMerlins (Former Business Product Manager, Jackpot Joy)

Raj Ramanandi, Founder, Digital Prophets

Chris Wesson, Founder, Little Star Media

Orly Reiner, Community Director, Mytopia.com/ 888.com *tbc

Dominic Mansour, VP Products, Gtech G2

Shilpi Dahele, Gaming User Experience Consultant, Foviance

Andre Wilsenach, Executive Director, Alderney Gambling Control Commission

Tex Rees, Fair Gaming Advocate, eCogra

This year’s player retention expert speaker panel includes:

Poker • Sportsbook • Casino • Bingo

Media Partner

Conference Day One Tuesday 19th July PA

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08:30 Registration and Coffee

09:00 Chairman’s welcome and opening remarks

09:10 Embedding a true player-centric focus in your online gaming organisation

• Find out why you need to interconnect your internal departments and share a player-centric vision in your online gaming company

• Take away hot tips to get your staff engaged and customer facing • The customer is always right…. Aren’t they? Why your players

must come fi rst at the strategic stage


09:45 Player retention strategies that work cross product

• Join a panel of customer experience professionals from Poker, Sportsbook, Casino and Bingo to discuss top tips and tricks to keep players glued to your website

Simon Collins, R&D, PartyGaming Oliver Watkins, Head of CRM, Rank Interactive Martyn Trebert, Customer Insights, Netplay Dominic Vye, Head of Customer Loyalty, Sportingbet Ariel Reem, Head of Retention, Mansion *tbc

Moderated by: Michael Braga, Founder, Motive Marketing Services

10:45 Cross-selling for effective retention • Poker to casino: discover how to drive effective retention strategies

into your product overlap • Casino to bingo: fi nd out how best to leverage cross product

communication channels to add stickiness to your website • Bingo to slots: take away top tips to push your products further and

create loyal players who value brand… not just payouts • Discover why an integrated wallet is key in pushing customer

loyalty

Chris Gorring, Owner, WebMerlins (Former Business Product Manager, Jackpot Joy)

11:15 Coffee and Networking break

11:45 The role of affi liates in your retention strategy • Find out how your affi liates infl uence your player lifetime value,

churn rates and conversion • Discover how best to work with your affi liates to add continuity to

your customer focus

Raj Ramanandi, Founder, Digital Prophets Chris Wesson, Founder, Little Star Media

Moderated by: Michael Braga, Founder, Motive Marketing Services

12:20 Cost control in your strategy: Retention without breaking the bank

• Build customer relationships whilst confronting margin pressures: how can online gaming companies strike the right balance?

• Understand how to balance cost-control without limiting your customer’s total experience

12:55 Managing new interactive channels • Discover how to leverage the power of blogs, wikis and free-play

sites across the most popular social media channels today • Take a sneak preview into the channels of tomorrow and fi nd out

how to get ahead of the game, before your competitors do! • Mobile a red herring? Discover how the new wave of smart phones

are pushing players to access online gaming channels through their pockets

13:30 Lunch and Networking

14:40 Social media: Integrating new social applications into your communication mix for true ROI

• Understand how the social media platform can form a functional role in your organisation through improved direct client interaction

• Distinguish how to form a comprehensive strategy for the positioning of your brand within new media channels

• Explore how to leverage customer retention and encourage advocacy through social networking

Orly Reiner, Community Director, Mytopia.com/ 888.com *tbc

15:15 Lessons from bingo: The role of live chat to keep players clicking

• Discover why the live chat dynamic on bingo websites has worked to keep players fi rmly glued to their screens

• Find out how to leverage the power of live chat and apply to all of your gaming mediums

• Introduce the community feel to your websites and keep your players coming back for more

Dominic Mansour, VP Products, Gtech G2


16:20 Technology Focus Panel: Critical new technologies to give your online gaming products the competitive edge

• Push ahead of your competitors by keeping up with the latest developments in Customer Experience Management technology

17:00 Customer Relationship Management • Take away best practice CRM and Loyalty Marketing for your

iGaming products • Assess the impact of poor customer relationship management

tools and strategies on your players and the negative effect this has on brand loyalty

• Discover the differences across Poker, Sportsbook, Casino and Bingo in CRM best practice

17:40 Chairman’s roundup and end of day one

Telephone:

+44 (0)20 7368 9300Fax:

+44 (0)20 7368 9301Email:

[email protected]:


“ A reliable customer service is the heart of a well functioning casino”

onlinecasinoelite.com

Conference Day One Tuesday 19th July Conference Day Two Wednesday 20th July

08:55 Registration and Coffee

09:30 Chairman’s welcome and opening remarks

09:35 What does your customer journey map reveal about your online gaming product?

• Discover the benefi ts of mapping the customer journey on your website to give you a deeper understanding of your players

• Customise your website to deliver ease, accessibility and comfort to your players

• Understand the relationship behind a great customer journey and player loyalty


10:10 Live players panel: Time for the truth, the whole truth!

• An exclusive cross product panel of real players will be brought together to give you real feedback on Poker, Sportsbook, Casino and Bingo websites from their perspective

• Understand the psyche of your online player from the horses mouth • Take away primary market sample data on what works and what

doesn’t to keep players on your websites

Facilitated by: Shilpi Dahele, Gaming User Experience Consultant, Foviance


11:35 Customer Complaints: The regulators perspective

A player’s often last resort when encountering issues is with the operator’s regulator.

• Get a unique understanding of player complaints from a regulators perspective and make sure you remain compliant

• Hear from the Alderney Gambling Control Commission how they impose player protections, the most common issues and resolutions and understand how best to avoid player issues getting this far

Andre Wilsenach, Executive Director, Alderney Gambling Control Commission

12:10 Customer complaints legislation and compliance

• Discover why player protection is of fundamental importance to your retention efforts

• Inject a “fair gaming” policy into your processes to offer players peace of mind on your websites

• Discover how responsible practices and effective dispute resolution will increase your player retention

Tex Rees, Fair Gaming Advocate, eCogra

12:45 Lunch and Networking

14:05 Retention Focus Roundtable Discussions Focusing on your primary retention issues and challenges the

roundtable discussion sessions allow you the opportunity to pose questions, take notes and seek solutions on the following hot topics:

• Embedding a true player focused strategy into your organisation • Understanding the player: What makes them exit your website? • New channels: leveraging the power of social media and more… • Cost control: calculating true ROI on your retention tools • Retention technology focus: the hottest tools to help you build

effective brand loyalty

14:40 Website design and usability • Why genuine product differentiation will aid retention across your

product portfolio • Explore the most effective methods in aligning your website to

meet your customers expectations • Improve accessibility for your players regardless of device to offer

ease of access

15:10 Coffee and Networking

15:40 Web analytics • Good measurement = good management. Find out how to

take advantage of the online fi ngerprint left on your website by thousands of players every day

• Discover the latest technologies available to assist you in understanding your players journey online

• Predict the future. Use the latest technologies in predictive analytics designed to build on historical data and predict on future possibilities for your websites

16:10 Chairman’s roundup and close of conference

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About Customer Management IQCustomer Management IQ : a division of IQPC, is a forum for sharing ideas, best practices and solutions within the business community. Simply put, you can interact, share solutions to your business problems with an incredible network of authoritative sources and practicing professionals. It’s easy. It’s fast. It’s free.

Customer Management IQ and IQPC provide educational conferences, training courses and expositions for Customer Management executives to network and learn the latest Customer Management developments and trends occurring in organizations today. Customer Management IQ concentrates on creating an interactive experience featuring practical, objective and up-to-date insight from leading practitioners.

www.customermanagementiq.com

Sponsorship Opportunities - Three reasons to get involvedThought Leadership: With an expected audience of customer satisfaction, customer management and player retention experts, the Player Retention Strategies for Online Gaming Conference enables you to build your reputation as a market-leader and to position yourself as an innovative thought-leader within your chosen domain through speaking sessions and subject-specifi c workshops.

Branding: We bring together buyers and suppliers in a tailored location with unbeatable facilities for onsite branding and exposure. furthermore, our dedicated marketing team can help you achieve your promotional aims in the months leading up to the conference with dedicated mailings and tailored web coverage.

Networking: Focused and high level, this event will provide you with the perfect environment to initiate new business relationships and achieve face-to-face contact that over-crowded trade shows cannot deliver. For further details, or to discuss the best option for your organisation, please call Craig O’Dell on +44 (0)207 368 9300 or email [email protected].

Telephone:

+44 (0)20 7368 9300Fax:

+44 (0)20 7368 9301Email:

[email protected]:


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TEAM DISCOUNTSIQPC recognises the value of learning in teams. Groups of 3 or more booking at the same time from the same company receive a 10% discount. 5 or more receive a 15% discount. 7 receive a 20% discount. Only one discount available per person. Team discounts are not applicable in conjunction with another discount.

FREE ONLINE RESOURCESYou will now fi nd a variety of resources such as articles, news, podcasts and presentations available online. Many of these features are exclusive to IQPC so visit www.PlayerRetentionEvent.com today and learn something new for free.

TERMS & CONDITIONSPlease read the information listed below as each booking is subject to IQPC Ltd standard terms and conditions. Payment Terms: Upon completion and return of the registration form, full payment isrequired no later than 5 business days from the date of invoice. Payment of invoices by means other than by credit card, or purchase order (UK Plc and UK government bodies only) will be subject to a processing fee of £49 (plus VAT) per delegate. Payment must be received prior to the conference date. We reserve the right to refuse admission to the conference if payment has not been received.IQPC Cancellation, Postponement and Substitution Policy: You may substitute delegates at any time by providing reasonable advance notice to IQPC. For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another IQPC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by IQPC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. In the event that IQPC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of cancellation. In the event that IQPC postpones an event for any reason and the delegate is unable or unwilling to attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another IQPC event to be mutually agreed with IQPC, which must occur within one year from the date of postponement. Except as specifi ed above, no credits will be issued for cancellations. There are no refunds given under any circumstances. IQPC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. IQPC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fi re, labour strike, extreme weather or other emergency. Please note that while speakers and topics were confi rmed at the time of publishing, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, IQPC reserves the right to alter or modify the advertised speakers and/or topics if necessary without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. Discounts: All ‘Early Bird’ Discounts require payment at time of registration and before the cut-off date in order to receive any discount. Any discounts offered by IQPC (including team discounts) also require payment at the time of registration. Discount offers cannot be combined with any other offer.Data protection: Personal data is gathered in accordance with the Data Protection Act 1998. Your details may be passed to other companies who wish to communicate with you offers related to your business activities. If you do not wish to receive these offers, please tick the box below.

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VENUE AND ACCOMMODATIONVenue America Square Conference Centre, 1 America Square17 Crosswall, London EC3N 2LB Tel: 020 7706 7700Accommodation Travel and accommodation are not included in the conference fee, however we have put together a HotelMap that displays discounted accommodation for hotels in the area to the America Square Conference Centre. The map displays live availability and allows you to book directly with each hotel: http://www.HotelMap.com/M9GZ2 Alternatively, if you would like to book your accommodation by phone, please call Daniel Spinner, our dedicated London concierge, on 020 7292 2335 (if outside UK +44 20 7292 2335) quoting Special Reference Code M9GZ2. He will be happy to help you with your hotel booking and provide assistance organising your time in London.

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For further information please call: 0207 368 9300or email: [email protected] search IQPC’s archived conference documentationvisit: www.iqpcknowledgebank.com

19th – 20th July 2011 America Square Conference Centre, London, UK

player retention strategies for online gaming

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