NeoPollard Interactive presented “Evolve Smartly.” Scott Bowen, SVP, Development for NeoPollard Interactive, said “change is inevitable. Growth is optional.”
In order to survive in today’s demanding business environment, three pillars are driving evolution— technology, payment methods, and consumer expectations. Leveraging iLottery solutions is a gateway to complement a lottery’s traditional retail business and lotteries are more successful when considering retail and digital holistically.
“Evolving consumer behaviors demand we recognize payment preferences in a digital world and that we deliver an exceptional customer experience; one that is accessible and delivers funds for good causes,” said Bowen. He gave practical examples of how iLottery can achieve key objectives for lotteries—broaden playership, increase player retention and engagement, and develop coveted cross-play behavior.
But cashless is key. Digital wallets had a 200% growth in payments and it is expected to grow 300% again. “The expectations have evolved to the point where consumers need any product at any time with whatever payment option they want to use,” said Bowen. “People don’t carry cash. Credit cards are the way of the future. We have less trips to retail. We need to fish where the fish are. There is no shortage of once great brands that have struggled with evolving.”
He said lotteries need multiple payment options—Mastercard, VISA, Discover, PayPal, gift cards, Venmo, Apple Pay, Android Pay and Circle.
Bowen then showed statistics charting the Michigan Lottery’s iLottery growth from $147 million in FY15 sales to $635 million in FY17 sales.
