Soft2Bet CCO Highlights Retention and Operational Readiness in iGaming

Andrew Cochrane, Chief Commercial Officer at Soft2Bet, presented the company’s partnership framework during a session at Next Summit New York. The discussion addressed the industry shift from player acquisition toward long-term retention and operational stability.

Operational Readiness and Managed Services

Cochrane compared B2B collaborations to a marathon, noting that initial agreements represent only the starting line. Sustainable results depend on operational readiness, which covers payment processing, marketing, customer relationship management, and technical support. Soft2Bet provides both technology infrastructure and managed services, including fraud prevention, VIP account handling, and affiliate program administration across regulated markets in Europe and the Americas.

Retention Metrics and Payment Localization

The executive identified player retention as the primary driver of sustainable growth, observing that the sector frequently allocates more resources to acquisition than to keeping existing users. Retention performance relies on the complete user journey, from registration and deposit processing to gameplay and CRM campaigns. Payment infrastructure ranks as the second critical factor, with Cochrane emphasizing that each region requires a localized transaction strategy. Operators must monitor hidden fees, maintain backup routing options, and continuously optimize financial workflows to prevent conversion drops.

B2C Approach and Technology Integration

Soft2Bet differentiates its offering through a B2C mindset, applying operator-level metrics such as customer acquisition cost, lifetime value, and retention rates to evaluate platform performance. While artificial intelligence streamlines CRM automation and personalization, the company maintains that human oversight remains essential for partnership success. Cochrane concluded that lasting growth stems from consistent products, established operational frameworks, and efficient payment systems rather than rapid contract signings.