Innovation Theater: Betting on Retention
Date & Time
Tuesday, November 5, 2019, 2:40 PM - 2:55 PM

It costs 5X times as much to attract a customer than to retain one. Yet an overwhelming 44% of companies focus on customer acquisition and only 18% on retention. What would happen if you flipped that strategy on its head? Australia’s premier internet betting and entertainment site, Sportsbet, is doing just that– utilizing data and technology to deliver a customer-centric approach in one of the world’s most competitive industries.

In this session with Geoff Howland of Sportsbet, you’ll learn:

  • Why even as a leader in customer acquisition, Sportsbet chose to shift away from that strategy and focus on customer lifecycle, time-based journeys, and retention
  • The importance of having a continuous, comprehensive view of your customers and driving engagement and advocacy across every customer touchpoint
  • How data and technology empowered Sportsbet to better understand their customers and measure results
  • And how in a highly competitive and fast-paced industry, Sportsbet achieves an increase in engagement and customer loyalty but does so in an ethical manner
VoC & Customer-Driven Design
Session Type
Innovation Theater
Location Name
Great Lakes ABCD
Sponsored by: