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Scientific Games, a trailblazer in the lottery industry, has joined forces with Medallia, a leader in customer experience technology, to usher in a groundbreaking era of understanding and optimizing the digital lottery customer experience. This innovative partnership aims to provide lotteries with unparalleled insights into players’ online interactions, enabling them to enhance engagement through real-time feedback and behavioral insights. The collaboration is already making waves, with several U.S. lotteries, including Maryland, Pennsylvania, and South Carolina, participating in the pioneering Customer Experience (CX) program.

Medallia’s extensive track record of collaborating with over 2,000 global brands, coupled with Scientific Games’ expertise in lottery intelligence, consumer research, analytics, and insights, sets the stage for a transformative customer experience. The program combines Medallia’s advanced technology with the lottery industry’s drive to responsibly generate revenue for their philanthropic endeavors.

Lee Becker, Senior Vice President for Public Sector at Medallia, emphasized the unprecedented insights this partnership brings: “Our customer experience technology provides lotteries with insights into digital player behavior that were previously unattainable. Medallia’s digital solutions empower teams to understand customer behaviors, enabling the creation of intuitive, personalized experiences in real time.”

Powered by Medallia’s artificial intelligence (AI) and machine-learning engine, this collaboration enables lotteries to deeply analyze and align with players’ preferences. The partnership utilizes a player feedback tool embedded within the lottery’s website or mobile app, as well as an interaction analytics tool that helps improve future player engagement and experiences.

Christina Hura, Director of Customer Experience for Scientific Games, highlighted the significance of this collaboration: “This technology alliance enriches our research and data analytics, providing profound insights into players’ interactions and pivotal moments within their digital lottery experience. Direct access to players’ voices combined with behavioral data equips us with the critical insights necessary to optimize the player journey. Our focus is to assist lotteries in cultivating a consistent pool of promoters, driving the digital share of the wallet.”

Scientific Games leverages its industry expertise and insights to decipher digital behaviors such as website and app navigation ease and player engagement with the digital lottery offerings.

As a global frontrunner, Scientific Games is committed to elevating the lottery experience through cutting-edge solutions, innovative designs, and unwavering security. This collaboration with Medallia propels the industry into the future of lottery entertainment, where player-centric experiences take center stage.

In summary, the alliance between Scientific Games and Medallia marks a significant milestone in the evolution of the lottery industry. By harnessing technology and insights, the collaboration empowers lotteries to enhance the digital customer experience and forge deeper connections with players, ultimately driving responsible growth and innovation.

About Scientific Games Scientific Games is a pioneering provider of lottery games, technology, analytics, and services for government-sponsored lottery programs worldwide. With a dedication to innovation, performance, and security, Scientific Games is at the forefront of shaping the future of the industry, while consistently elevating player engagement and entertainment.