Real-time personalisation in iGaming: How it increases engagement, retention, and ROI

Today, customers are all about personalised experiences. This tendency is seen in almost every industry, including iGaming.

Players expect operators to show that they care and can offer them a playing experience that reflects their tastes. Bonuses on games they frequent, for example, or tailored player journeys are just a few ways to go.

According to a study by McKinsey, 71% of customers expect companies to deliver personalised interactions, and 76% become frustrated when it doesn’t happen.

But can an operator cater to the tastes of thousands of players, each with different preferences? It’s no easy task, at least not through traditional methods. Enter real-time personalisation, powered by AI.

AI-driven personalisation is a powerful innovation that enables operators to curate a personalised gaming experience for each player, quickly and efficiently.

Real-time personalisation in iGaming

Real-time personalisation delivers tailored content, offers, or experiences to customers instantly based on their current preferences.

For you as an operator, it ensures your interaction with every player feels relevant, strengthening the connection between your brand and your customers.

Key benefits of real-time personalisation

This level of granularity brings several clear benefits for the operator and the player:

1. Enhanced experience for the player

A Salesforce survey shows that customers often feel disconnected. 61% of customers say that most companies treat them as numbers, and 80% think the experience a company provides is as important as its products and services.

Real-time personalisation addresses this by making interactions feel more considerate, increasing satisfaction and loyalty as a result.

2. Improved engagement

Personalised experiences keep players engaged. For an iGaming operator, this means more rounds, longer sessions, higher stakes and spins, and more frequent return visits.

By surfacing the right game, bonus, challenges or events, operators increase session depth and conversion.

3. Increased ROI on bonus spend

Personalised bonuses outperform generic offers. Real-time personalisation adjusts the bonus type, size, timing, and content based on the player’s intent and preferences.

Presenting targeted content to your players leads to higher participation and more efficient bonus spend, improving overall ROI without increasing the budget.

EveryMatrix and Future Anthem: meeting the player at the right moment through AI

Real-time personalisation relies on a mix of live data, technology, and automation that adapts to each player’s behaviour. Here’s what happens behind the scenes.

1. Live data

Real-time data is where it all starts. As players move through your platform, what they browse, the games they return to, and how long they play each game is captured to create a snapshot of each player’s current interests.

2. Real-time behaviour analysis

AI models then analyse signals immediately. If a player’s engagement drops or their behaviour changes, the system recognises it right away and triggers dynamically personalised offers, to help keep the player engaged, resulting in increased session length, stakes, and even spin volume.

3. Automated personalised responses

Meeting the player exactly where they are is crucial. Through the power of AI, the system triggers the most relevant action for the player. This could be a personalised bonus, a message, or a game recommendation.

At EveryMatrix, we partnered with Future Anthem to ensure we meet players in the moments that matter. Future Anthem applies real-time machine learning to humanise data and respond dynamically to player behaviour.

By combining Future Anthem’s real-time experiences module and our loyalty and gamification solution, EngageSuite, we can trigger tailored bonus offers for casino players in-session, improving both engagement and operational efficiency across our portfolio.

This enables us to deliver personalised, AI-driven bonuses that drive higher bonus adoption and increase revenue.

For us, this approach has already delivered strong results, including a 3.5x ROI on bonus spend, along with increases in session length, and spin volume.

We have witnessed first-hand how Future Anthem’s AI –driven personalisation unlocks new opportunities to drive an increase in engagement, retention and revenues, and we are looking forward to seeing the impact of real-time personalisation across more of our clients.

Stian Enger, Head of Casino, EveryMatrix