One connected journey. 57% higher reported LTV.

The challenge

What needed to change

Communication was fragmented across email, SMS, Telegram, paid social and in-product messages. Campaigns reached players, but the operator had no consistent journey connecting the timing, channel and intended next action.

The approach

How this result was achieved

1. 01

   Map the player lifecycle

   Identified the relevant moments in the journey, from first activity through ongoing engagement, before designing individual channel campaigns.

2. 02

   Coordinate six touchpoints

   Connected email, SMS, Telegram, social advertising, embedded messages and pop-ups to one engagement strategy rather than treating them as separate channels.

3. 03

   Match message to context

   Used immediate channels for time-sensitive moments, longer-form messages for guidance, and on-site placements for players already inside the product.

4. 04

   Optimise for player value

   Reviewed communication by relevance and longer-term engagement, not simply how many messages were sent.

The reported outcome

The engagement reported a 57% increase in customer lifetime value. It is presented as the operator-reported outcome of the programme, not as a controlled estimate of the contribution of each channel.