July 25, 2023

Scientific Games and Medallia Partner on Industry-First Understanding of Digital Lottery Customer Experience

Tech Collaboration Helps Optimize Digital Lottery Programs for Top-performing U.S. Lotteries

ATLANTA – July 25, 2023 – Scientific Games is one-year into a unique, lottery industry-first partnership with Medallia, a pioneer and global leader in enterprise customer experience platforms for  mission-critical insights and action. The CX partnership helps lotteries achieve 360° visibility into  players’ online experience at scale, utilizing in-the-moment feedback and behavioral insights to  optimize online engagement. Three U.S. lotteries, Maryland, Pennsylvania and South Carolina – all  ranked among the Top 15 performing lotteries worldwide (La Fleur’s 2022 World Almanac 2022 based  on total per capita sales) – are already participating in the ground-breaking CX program. 

Medallia has collaborated with 2,000+ brands including 3M, H&R Block, Hyatt Corporation, Four  Seasons, State Farm Mutual Insurance Co, Airbnb, and 7-Eleven, as well as a number of government  agencies. Scientific Games is the lottery industry leader in business intelligence, consumer research,  analytics and insights that help lotteries responsibly drive revenue for their good cause programs. 

Lee Becker, Senior Vice President for Public Sector at Medallia, said, “Our customer experience  technology offers insights on players’ digital behavior that the lottery industry has never had before. Medallia’s digital solutions empower teams to understand customer behaviors and intentions, and use  that information to curate intuitive, personalized experiences in real time.” 

Medallia’s artificial intelligence (AI) and machine-learning engine are tailor-made for experience data so companies can easily analyze and align with what consumers care about. The partnership with Scientific Games utilizes a player feedback tool built into the lottery’s website or mobile app and an  interaction analytics tool that allows the lottery to improve future player engagement with its brand. 

Christina Hura, Director of Customer Experience for Scientific Games, said, “This technology  collaboration provides a powerful enhancement to our own research and data analytics, providing a  much deeper understanding of how players engage and the moments that matter most in the players’  digital interaction with Lottery. The direct line to the voice of the player combined with behavioral data  provides the critical insights we need to optimize the player experience across their digital journey.  Our goal is to help lotteries build a consistent pipeline of promoters, accelerating digital share of  wallet.” 

Scientific Games brings its lottery expertise and industry-specific insights to the program to provide an  understanding of digital behavior such as the ease with which a player can navigate a lottery website  or mobile app, or how they engage with the lottery’s digital offering. 

Currently serving more than 30 iLottery customers worldwide with entertaining game content and  industry-leading digital programs, including CRM, loyalty, promotions, second chance, mobile and  web applications, Scientific Games is a global leader in digital lottery innovation, games, technologies  and services. 

About Scientific Games 

Scientific Games is a leading provider of lottery games, technology, analytics and services to 

government-sponsored lottery programs globally. From cutting-edge backend systems to exciting  entertainment experiences and trailblazing retail and digital solutions, we elevate play every day. We  push game designs to the next level and are pioneers in instant games, data analytics and iLottery.  Built on a foundation of trusted partnerships, Scientific Games combines relentless innovation,  performance, and unwavering security to responsibly propel the industry forward. For more  information, visit scientificgames.com. 

About Medallia 

Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.