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The first two speakers have been confirmed for the 2025 Masterclass Series, which will take place in Sydney from 10-13 March.
Jay Robinson, Chief Stakeholder Relations Officer at Focal, will give a masterclass entitled “Beyond Compliance: Safer Gambling and Building a Customer Care Culture.”
The organizers stated: “Jay brings a wealth of global experience to the table in terms of developing and implementing safer gaming strategies that go well beyond compliance, and support a strong industry voice.
Jay’s session will be centered on creating a culture that values customer service, and participants will gain practical tools and insights for enhancing player protection and responsible gaming practices. Jay is a highly-respected expert in the gambling industry, and his expertise is well-known worldwide. This session, which Jay will be presenting from Canada, should not be missed by anyone who wants to advance safer gambling initiatives.
Jay Robinson stated: “Great Training is More Than a Compliance Tick Box: It sustains a arc of Culture Building Housed in Customer Care. Effective gambling staff education goes beyond compliance to meet the needs of staff and customers.
This masterclass explores how leaders in the industry, regulators and frontline staff from different jurisdictions can build a culture that promotes safer gambling. The masterclass emphasizes the crucial role of leadership when it comes to supporting and sustaining initiatives for training.
Ian Hughes, Chief Commercial Officer at Gaming Laboratories International and Chief Executive Officer of GLI Australia will be leading a masterclass entitled “Technology Disruptors for the Gambling Sector”. This session will explore emerging technologies in the gaming sector, and their potential benefits and risk.
Ian will discuss the impact of critical innovations, such as microservices and AI, cloud-based solutions and responsible gaming on privacy, security and AML/CTF.
Jay Robinson and Ian Hughes, both experts in their respective fields, will provide attendees with unparalleled insight into the latest trends. These sessions will provide participants with actionable insight and deep dives into the topics.
Vanguard Overwatch principal Paul Newson said: “We are thrilled to continue the Masterclass Series with world-class experts such as Jay Robinson and Ian Hughes.
These sessions will offer hands-on training and deep insight into key areas such as safer gambling, customer service, and disruptive technology. Participants will have the opportunity to learn about the latest trends, and take away actionable strategies that can be used for improving capability and navigating an evolving regulatory environment.
