5 Star caught up with Luis Sangiovanni, Chief Marketing Officer of Fast Track, to discuss the growing pressure on operators to deliver personalisation at scale, the launch of the company’s latest innovation, Rewards, and how a smarter approach to CRM is transforming the way teams spend their days at the office.

Sangiovanni is no stranger to scaling businesses and navigating the complexities of global, competitive markets.As someone who has spent over a decade hands-on in the B2B SaaS landscape, he has found that some of the most valuable lessons come from looking beyond your own box. The major players in tech understand a fundamental truth that is often overlooked by gaming operators: winning customers loyalty is key. 

“Pumping large amounts of cash into bringing players to your website is not the entire customer journey,” Sangiovanni remarks. “The likes of Amazon, Netflix, or Spotify have invested enormous resources into refining the way they communicate, segment, and anticipate customer needs, while building entire ecosystems that turn one-time buyers into lifelong customers. The issue of loyalising players is a difficult challenge operators face, with customers often playing on several websites, which translates into high churn rates.”

To close the loyalty gap, Fast Track’s product suite has been built to harness the power of AI, automation, machine learning, and real-time data to engage players in a completely new way. The supplier’s trifecta of CRM, AI-driven gamification, and bonus abuse detection work hand in hand to bring operators closer to what matters most – the ability to step back and devise an effective strategy that can be executed without losing control of the workload and suffering losses due to lack of visibility.

“We’re freeing up time. CRM doesn’t have to be slow. Teams can enjoy their work and have fun, without all the time-consuming tasks that slow down growth.“ explains Sangiovanni. “AI helps scale operations by profiling players, selecting the best communication channels, choosing the optimal times to engage, and delivering marketing campaigns across different markets thanks to auto-translation. That gives back marketing teams enough head space to work on their strategic initiatives rather than spend all of their time on manual labour.”

At the heart of the platform sits the Singularity Model, which brings together player data, communication tools, and campaign management into a single, AI-driven interface. This streamlined approach saves operators valuable time, allowing CRM teams to focus on strategy. The system intelligently distributes incentives based on player value, not just generic rules. 

Key features like AI-driven Churn Modelling, optimal channel selection, content generation, localisation, and player profiling have been central to Fast Track’s vision from the start. The aim is to create a self-learning engagement platform that gives operators the freedom to focus on growth.

Beyond its CRM solution, Fast Track offers real value to operators with its open platform, seamlessly integrating new game-changing products like Greco and Rewards. Greco is known as the Gameplay Risk Engine and its core mission is to combat bonus abuse and improve risk management, while Rewards enables AI-driven, personalised promotions at scale.

AI-Driven gamification at scale

Fast Track’s latest launch, Rewards, is a direct answer to the most persistent challenge operators bring forward: how to make loyalty feel more meaningful, both for the player and the operator. “We’re not trying to add more noise. We’re creating a platform that aims to connect with the player on a deeper level and that drives long-term value through behaviour-driven incentives, not just flashy bonuses.” says Sangiovanni.

“Operators don’t need more tools; they need less complexity,” he explains. “With Rewards, we’ve taken something that’s traditionally time-consuming and made it a value-generating engine that runs itself. You set the logic, and the system does the rest.”

One of the key differentiators of Fast Track is how Rewards integrates seamlessly into the player journey. Operators can set up engagement challenges, like daily log-ins or gameplay milestones, and let the system determine the best way and time to communicate with the player based on real-time engagement signals. 

In the case of a ‘daily login challenge’, for example, rather than sending automatic daily reminders, the system monitors player past response behaviour, analyses the data, and adjusts the touchpoints accordingly to avoid fatigue and maximise conversion. If a player skips a day, the system might pause, change the communication channel, or trigger a surprise reward to keep them engaged. It all happens automatically once enabled.

It’s a philosophy that draws inspiration from outside the iGaming bubble. Sangiovanni points to Duolingo, the language learning app, as a powerful analogue: “They’ve nailed this idea of gamified progression: streaks, leaderboards, XP. People should be coming back because it’s fun, and the messaging connects on a deeper level; not because they’re being told to. That’s the mindset we’re applying to iGaming.”

About Luis Sangiovanni

With three decades of experience in marketing, advertising, and entrepreneurship, Luis Sangiovanni has built a strong reputation for driving impactful strategies and delivering scalable results. He has worked alongside global brands, bringing valuable insights that have shaped successful campaigns and business growth. His expertise spans across diverse industries, enabling him to blend creative marketing with data-driven decision-making to consistently achieve outstanding outcomes.