Converst showcases player engagement and retention model at ICE
Converst, a performance-based player engagement and retention partner for iGaming operators, will make its debut at ICE Barcelona in January 2026.
The event provides Converst with an opportunity to introduce its approach to structured, performance-led player engagement and retention and to meet industry stakeholders seeking measurable outcomes across the player lifecycle.
The company was formed to consolidate experienced teams and established operational practices within a single, performance-led delivery model. Its services span customer support, player activation, reactivation and VIP engagement for iGaming operators.
Delivery is supported by in-house systems developed to manage campaign execution, performance monitoring and quality assurance. These tools provide real-time reporting and KPI visibility across engagement programmes, allowing operators to track impact on player conversion, retention and revenue.
Converst’s services are delivered by native-speaking teams with experience across casino, sports betting and lottery products, operating within established compliance, responsible gambling and data-protection frameworks. Engagement activity is structured around defined benchmarks to ensure consistency and accountability across markets.
Customer support services provide 24/7 coverage for both regular and VIP players. This supports incentive handling, escalation processes and transparent performance reporting. Player activation and reactivation programmes are designed to address early-stage friction, including payment-related issues, and to re-engage dormant players through segmented, targeted outreach.
Converst’s customer support ecosystem is supported by an automated AI assistant developed through more than two years of training and prompt engineering in live iGaming operating environments. The combination of human empathy and experience with AI capabilities enables a support model that pairs personalised service for top VIP players with automated handling of up to 80% of repetitive daily tasks. While human interaction remains central to VIP retention, the automation layer supports OPEX efficiency and overall player satisfaction, creating additional capacity to identify and develop emerging VIP segments.
For high-value segments, the company offers VIP player services delivered by dedicated agents and supported by internal monitoring and quality control processes to maintain service consistency and regulatory compliance.
Across its service lines, Converst operates using performance-based commercial structures, aligning service delivery with measurable outcomes and providing operators with full visibility into results.
Commenting on the company’s participation at ICE Barcelona 2026, the Converst CEO Anatoli Georgiev said:
“ICE Barcelona is a practical forum for discussing how player engagement is delivered in real operational environments. It allows us to show how experienced teams, supported by internal systems, can deliver engagement that is measurable, transparent and aligned with operator objectives.”
By attending ICE Barcelona 2026, Converst aims to establish new industry relationships and present its engagement model to a broader audience of iGaming decision-makers. The team will be available to meet at stand 4L12 throughout the exhibition.