Rossi McKee, entrepreneur and co-founder of Telematic Interactive, CT Interactive and CT Gaming, took centre stage at the SBC conference in Lisbon on 24 October, participating in a panel discussion dedicated to the transformative power of multi-channel strategies to improve the user experience.
The event attracted a panel of experts, innovators and executives from around the world, all interested in exploring the latest trends shaping the global gaming landscape. In her address, Ms. McKee highlighted the critical need for businesses to create a unified and seamless user experience on both digital and physical platforms. She explained how the integration of online and offline segments is not only transforming consumer interaction but also increasing consumer satisfaction in the gaming sector and emphasised that this approach is essential to building loyalty and maintaining a competitive edge in a rapidly evolving market.
The future of user experience is omni-channel, Ms. McKee said during her keynote. “Our customers expect seamless interactions with our brand, whether they connect with us online or in our physical locations. Through the use of data, advanced technology and personalization in our omni-channel strategies, we can offer a consistent, high-quality experience that retains customers and encourages them to return.
Ms. McKee also addressed the important role of artificial intelligence in shaping these multi-channel experiences. She explained how AI can analyse vast amounts of customer data to identify preferences and patterns, allowing businesses to adapt their offerings in real-time. Artificial intelligence enables us to anticipate customer needs, providing personalised recommendations that increase engagement. By integrating AI into our omni-channel frameworks, we can not only improve customer satisfaction, but also optimise operational efficiency, she noted.
In addition, it highlighted the need to align relevant strategies with the evolving regulatory environment in the industry. It is essential that while we strive for a seamless customer experience, we also adhere to the highest standards and practices of responsible gaming. The balance between innovation and responsibility is the key to maintaining trust in our brand.
The SBC conference serves as an important platform for industry leaders to exchange ideas on the latest innovations and strategies in the gaming sector. Ms. McKee’s contribution to the panel discussion stood out, offering attendees valuable and practical guidance on leveraging multi-channel strategies and the power of artificial intelligence for sustainable growth and long-term success in an increasingly competitive marketplace.
