Case Study: Gala Bingo achieves seamless personalized player experiences and revenue uplift with Coveo

Gala Bingo build seamless customer experiences with Qubit Pro

Gala Bingo, founded in 2006 and serving hundreds of thousands of players across bingo, slingo, slots and casino, needed to differentiate its online offering by delivering seamless, 1:1 personalized experiences that drive loyalty and cross-sell without cannibalizing revenue. The challenge was to act on real-time behavior and segment players at scale to improve engagement across the full customer journey.

Using Qubit Pro (Live Tap, API and Developer Toolkit) Gala built context-led personalizations — from a Slingo propensity model (content-led messaging drove 10.5% of prospects to play vs 5.4% control and 3.9% for offer-led) to a segmented Red Tiger jackpot feed (7.6% turnover uplift, 28% NGR uplift), win reminders (16% uplift in deposits, 39% uplift in turnover, 21% uplift in successful deposits) and targeted homepage takeovers (2.82% RPV uplift). These programs delivered measurable revenue and engagement gains and earned industry recognition for Gala’s personalization program.

Gala Bingo

Anna Venturas

Head of Customer Experience + Analytics