On this episode, Josh Ives, SVP of Customer Experience Operations at FanDuel, discusses the customer-centric strategies and innovative approaches that have contributed to the success of FanDuel in the highly competitive sports betting industry. He emphasizes the importance of building customer trust, protecting customers through responsible gaming programs, and creating personalized experiences. Josh also highlights the significance of partnerships in expanding the reach of FanDuel and enhancing the customer experience.

Tune in to learn:

• Why building customer trust is crucial for success in the sports betting industry.
• Why responsible gaming programs and customer protection are key strategies to drive loyalty.
• How personalization and understanding customer preferences create engaging experiences.
• How partnerships play a significant role in expanding reach and enhancing the customer experience.
• Why consistency is key in delivering great customer experiences.
• How recovery from service failures can be an opportunity to build trust and loyalty.
• Why integrating tools and technology can enhance both the customer and employee experience.

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