Show notes
In this episode, Jon Bruford and Fintan Costello meet industry expert Patrick Jay about trust in gambling, customer experience, and the future of gaming regulation. They explore how trust impacts regulation, customer loyalty, and industry innovation.It’s a jolly good episode, and one that is brought to you by our sponsors GLI, Optimove, and World Gaming. More info and links to their worlds of wonder is after the episode info below. Things we discuss in said episode, in a list: Customer trust as the root of regulation and industry healthThe importance of seamless customer journeys and quick payoutsThe impact of regulation driven by trust issuesInnovation cycles in gaming and bettingThe role of customer experience in brand and product differentiationChapters (but add about 30 seconds because of our beautiful music):00:00 Introduction and episode overview01:53 Sponsorships and industry partnerships06:56 Introducing Patrick J. and his background11:00 The core argument: industry fighting the wrong war14:11 Customer trust as the root cause of regulation17:46 The impact of trust on regulatory actions21:59 Customer service and trust: lessons from Amazon25:49 Building customer trust through fast payouts29:52 Simplifying user journeys and product focus34:01 The importance of focus and avoiding shiny object syndrome37:57 Experience as the core of product and brand41:52 Comparing airline apps: British Airways vs EasyJet44:45 The pace of change in AI and challenger brands49:55 The value of focus and simplicity in innovation53:20 The role of trust in the betting experiencePatrick on LinkedIn: https://www.linkedin.com/in/patrick-jay-1493694/Resources & Links:As ever, we thank all of our sponsors for their vibrant and excellent support that makes all of this… magic… possible.Optimove, who turn customer data into something special, with tools that make businesses just plain work better. Optimove, your support helps us to keep creating content for an industry that probably thinks we disappeared years ago.Then of course there is Clarion Gaming, no hang on World Gaming, providers of the magnificent ICE expo and iGB Live! in London. There is simply nobody better at what they do.And the new-ish-est members of the family, the excellent Gaming Laboratories International. GLI is a world-class Testing, Inspections and Certification company committed to delivering the highest quality land-based, lottery, and iGaming testing and assessment services, working in more than 710 jurisdictions.For more information, visit gaminglabs.com.The Gambling Files podcast delves into the business side of the betting world. Each week, join Jon Bruford and Fintan Costello as they discuss current hot topics with world-leading gambling experts.Website: https://www.thegamblingfiles.com/Subscribe on Apple Podcasts: https://apple.co/3A57jkRSubscribe on Spotify: https://spoti.fi/4cs6ReF Subscribe on YouTube: https://www.youtube.com/@TheGamblingFilesPodcast Fintan Costello on LinkedIn: https://www.linkedin.com/in/fintancostello/ Jon Bruford on LinkedIn: https://www.linkedin.com/in/jon-bruford-84346636/ Follow the podcast on LinkedIn: https://www.linkedin.com/company/the-gambling-files-podcast/ Sponsorship enquiries: https://www.thegamblingfiles.com/contact/ Get our newsletter: https://thegamblingfilestldr.substack.com/