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Insights and Takeaways from XPert Summit 2025
We just wrapped up our flagship customer event of the year at Xtremepush, XPert Summit 2025. The day itself was filled with loads of insights from experts across the board from tech to iGaming and they all agree on one thing—this is a pivotal time for the iGaming space.
Things are moving faster than ever, competition is fierce, players know exactly what they want, and data is at the centre of it all. We also took the opportunity to introduce our brand-new Partner Program, designed to drive even greater value for our customers across the iGaming ecosystem.
This blog post unpacks the key insights and takeaways from XPert Summit 2025, focusing on four core themes that are redefining iGaming in 2025 and beyond. Here’s what you can expect:
- CRM is evolving from backend support to a strategic growth engine in iGaming
- Real-time personalisation is now the baseline—players expect instant, tailored experiences
- AI and data are driving smarter segmentation, engagement, and loyalty strategies
- Agentic AI is the next leap—autonomous systems that adapt, optimise, and personalise without manual input
Operators who catch this tech wave are going to be the ones who see monumental rocketship growth over the next decade and more.
CRM Is Now a Growth Driver, Not Just a Tool
CRM in iGaming is undergoing a huge shift in perception from backend support to a now irreplaceable strategic engine. Operators today shouldn’t be relying on multiple disconnected tools to engage with their customers. This only causes latency and delayed communication. Modern CRMs are equipped to do far more than store customer data, they are a one stop shop that eliminate silos to:
- Seamlessly collect real-time data
- Trigger instant omnichannel campaigns
- Measure impact
- With the help of AI, recommend best strategies for maximum player engagement
All under one architecture.
Today's CRMs are essential tools to build trust and loyalty by understanding players, delivering personalised content through their preferred channels, and using gamification to keep them engaged and satisfied.
Learn more about how a robust CRM can turn visitors into loyal players.
Real-time personalisation is no longer optional
The days of generic emails and delayed responses are fading into irrelevance. Players today expect hyper-personalised experiences delivered to them in the moment.
Whether that is:
- A tailored bonus offer triggered by a specific in-game action. For example, rewarding a player with a €10 live football bonus the moment their favourite team kicks off, based on their recent betting activity.
- A proactive message addressing a potential issue before it escalates. For example, notifying a player who frequently bets on weekend football that their account balance is low on a Friday afternoon, along with a quick top-up link—ensuring they’re ready before the big matches begin.
- Dynamic content that adapts to individual preferences. For example, displaying a personalised pop-up showing boosted odds for the player’s favourite sports and markets based on their browsing and betting history.
Real-time personalisation is the new baseline and CRM systems play an important role in facilitating this shift. By integrating and analysing real time player data, CRM empowers operators to deliver timely and highly relevant experiences.
Lagged response times and static campaigns simply don’t cut it anymore. Players expect to be seen, understood, and catered to in the here and now.
Watch the best of XPert Summit
Data and AI are powering the next wave of Loyalty
What sets winning operators apart in this new iGaming landscape is how they’re intelligently using data to personalise player experiences. The sheer volume of data generated within the iGaming ecosystem – encompassing player behaviour, stated preferences, and transactional history – holds immense value. However, unlocking that value requires sophisticated tools and techniques. This is where AI steps in.
AI algorithms sift through vast datasets to:
- Identify meaningful patterns
- Predict future player behaviour
- Automate crucial processes like player segmentation
This enables operators to move beyond basic demographic groupings and create dynamic segments based on actual player intent and engagement levels. The integration of AI also paves the way for smart gamification strategies.
What’s Next: Agentic AI and the Rise of XPert Agents
XP is pioneering Agentic AI for iGaming, introducing intelligent "XPert Agents". These autonomous agents leverage our unified player data to proactively optimize campaigns and personalize experiences in real time, without manual intervention.
This isn’t just another layer of automation. It’s a fundamental shift in how player relationships can be understood and managed. Imagine CRM systems that monitor performance, adapt strategy, and personalize player experiences continuously—with minimal manual oversight.
Agentic AI marks a new era. One where marketing and CRM teams can focus less on execution, and more on creativity, innovation, and growth.
Watch the best of Xpert Summit
All in all, XPert Summit 2025 made it abundantly clear that the future of iGaming hinges on the ability to use AI and deliver hyper-personalised and context aware experiences, faster. Successful operators are leveraging their CRMs to drive growth, picking up on player insight fast and harnessing data and AI to build lasting player loyalty.
Learn more about how Xtremepush turns visitors into loyal players.
