Uploaded May 2026 | Updated September 2026, 6 hours ago
In this episode, Ashley Lang is joined by Brigitta Szenczy, Co-Founder of Kyborg.ai for a practical conversation on what effective CRM really looks like in iGaming.Together, they explore why too many operators still treat CRM as a messaging function rather than a business function, why the first deposit should not be seen as the finish line, and how stronger strategy, better data, and clearer commercial goals can unlock stronger retention and long-term player value.
⏰ Timestamps:
00:00 - Intro
01:25 - Meet Kyborg.ai and its CRM approach
03:27 - Diagnosing CRM problems and weak points
05:13 - What CRM should mean beyond campaign calendars
06:05 - Real-time data, tooling, and platform needs
08:41 - Setting the right goals and avoiding vanity KPIs
12:21 - Market differences, player behaviour, and communication norms
15:03 - Why CRM cannot fix UX, UI, or product issues
17:09 - Generic vs personalised campaigns
20:27 - The main CRM focal points for operators
22:12 - Why deposit is not the finish line
24:09 - Where AI helps and where humans still matter
29:10 - VIP strategy, churn signals, and personalisation
34:09 - Where to find Kyborg
🎙️ Hosted by Ashley Lang, CEO of Pragmatic Solutions
💡 Insights from the leaders redefining sportsbook strategy
👤 Featuring top tech leaders
Subscribe now and stay connected with the companies transforming the industry!
For more information, visit:
👉 Pragmatic Solutions: https://pragmatic.solutions/
👉 Pragmatic Kyborg.ai: kyborg.ai
Connected with Pragmatic Solutions is a weekly video series produced by NEXT.io, bringing you the conversations with the leaders driving innovation across iGaming
In this episode, Ashley Lang is joined by Brigitta Szenczy, Co-Founder of Kyborg.ai for a practical conversation on what effective CRM really looks like in iGaming.Together, they explore why too many operators still treat CRM as a messaging function rather than a business function, why the first deposit should not be seen as the finish line, and how stronger strategy, better data, and clearer commercial goals can unlock stronger retention and long-term player value.
⏰ Timestamps:
00:00 - Intro
01:25 - Meet Kyborg.ai and its CRM approach
03:27 - Diagnosing CRM problems and weak points
05:13 - What CRM should mean beyond campaign calendars
06:05 - Real-time data, tooling, and platform needs
08:41 - Setting the right goals and avoiding vanity KPIs
12:21 - Market differences, player behaviour, and communication norms
15:03 - Why CRM cannot fix UX, UI, or product issues
17:09 - Generic vs personalised campaigns
20:27 - The main CRM focal points for operators
22:12 - Why deposit is not the finish line
24:09 - Where AI helps and where humans still matter
29:10 - VIP strategy, churn signals, and personalisation
34:09 - Where to find Kyborg
🎙️ Hosted by Ashley Lang, CEO of Pragmatic Solutions
💡 Insights from the leaders redefining sportsbook strategy
👤 Featuring top tech leaders
Subscribe now and stay connected with the companies transforming the industry!
For more information, visit:
👉 Pragmatic Solutions: https://pragmatic.solutions/
👉 Pragmatic Kyborg.ai: kyborg.ai
Connected with Pragmatic Solutions is a weekly video series produced by NEXT.io, bringing you the conversations with the leaders driving innovation across iGaming
