Are Operators Overlooking Their Most Valuable Retention Channel?

As player acquisition becomes more expensive, operators need to think more carefully about how they keep players engaged and how much control they have over those relationships.

In Episode 94 of iGaming Real Talk, recorded in Lisbon, host Surya Palli speaks with Anna Mnatsakanyan, Head of Product Marketing at DIGITAIN, about why native mobile apps could play a bigger role in retention and how operators can use their own platforms to communicate directly with players.

Anna explains how native apps can become an operator-owned communication channel, allowing brands to manage CRM, send push notifications, deliver personalised content and make better use of their own player data without relying as heavily on paid advertising.

The conversation also covers DIGITAIN's “We Know the Player” concept and how it complements the company's existing “Built to Lead” positioning. Anna discusses why understanding player expectations, local market requirements and user behaviour is important when developing products for regulated markets.

Surya also raises a question about the growing number of technology solutions available to operators. Does bringing everything into one ecosystem make operations easier, or does it create more complexity? Anna shares DIGITAIN's approach to integration and explains why technology providers ultimately need to demonstrate real business value.