10 PUBLIC GAMING INTERNATIONAL • JANUARY/FEBRUARY 2024 Paul Jason: Do you agree with the notion that digitization is imperative for the lottery and gaming industry? What is OPAP’s approach towards digitization? Jan Karas: In my view, the continuous rise of online gaming and the fact that customers generally pursue more and more digital experiences indicate that digitization certainly is the “name of the game” for our industry globally. Lotteries all over the world are seeking ways to remain relevant and successful in a world of everchanging customer preferences. This is where technology steps in. By leveraging the power of data, AI and machine-learning, we can understand customers better, offer personalized experiences, and interact with them in meaningful and innovative ways, ensuring that lotteries are up to date with customer demands and expectations. At OPAP, we consider technology as an enabler of the evolution of our business model. In fact, exploring technology possibilities is one of the priorities of our Fast Forward business strategy. In this framework, we prioritize the digital transformation of our retail and the evolution of our online activities, implement targeted technology initiatives that upgrade our product propositions and customer experience, and promote innovations such as the use of AI to ensure player protection and promote responsible gaming, among other things. What would you consider a success story in OPAP’s digitization efforts? Is there a practical example you can share with us? J. Karas: In the last couple of years, we have focused on disrupting the traditional retail customer journey, promoting a fully digital, paperless, and cashless gaming experience for our customers. This has been possible through several initiatives, but I would like to highlight the introduction of the OPAP Store App, which Fast Forward towards Transformative Disruption Jan Karas Chief Executive Officer, OPAP OPAP.gr PGRI INTERVIEWS PGRI Introduction: Customers seeking great experiences now have expectations that evolve faster than ever. Fortunately, technology and digitalization are creating more opportunities for innovation and growth. Listening to customers and addressing their needs, while exploring technology possibilities, is fundamental to OPAP’s Fast Forward business strategy, which drivers the company’s philosophy of delivering value across its stakeholders’ ecosystem in a sustainable and socially responsible way. OPAP, a member of Allwyn group, is the leading gaming company in Greece and one of the most renowned in the industry worldwide. Founded in 1958, it operates and manages numerical lotteries, sports betting games, horseracing mutual betting, lotteries, instant win games and video lottery terminals (VLTs). Moreover, OPAP is a leader when it comes to embedding global Responsible Gaming principles into every aspect of its operations. At the same time, OPAP holds a prominent position among corporate social champions in Greece. Through its extensive Corporate Responsibility program, which focuses on Health, Sports and Employment, the company supports Greek society in practice. Our discussion with Mr. Karas drilled down on the importance of embracing change even when it is disruptive. That is the pathway to Fast Forward into a future that meets the expectations of the modern consumer, the marketplace, and OPAP stakeholders. You'll see that OPAP is indeed implementing an ambitious strategy to deploy some of the most advanced technologies available today. And looking forward to continuing its role as bold change-agent to position itself and its customers for a bright future. Continued on page 32
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