BETTER CHANGE
Interaction or Intervention?
In the context of safer gambling, a customer interaction and a customer intervention refer to two distinct approaches in addressing and managing potential gambling-related harm. Better Change founder, Victoria Reed, explains.
D 30 AUGUST 2023
uring the past few years and certainly since the onset of the pandemic, there has been an abundance of guidance from worldwide regulators, trade bodies and gambling harm support organisations telling us to interact more with our
customers and for the most part this seemed to work well. The big question however is are we truly doing interactions with our customers or are we actually carrying out interventions? Before we delve any deeper into this, it’s important to say that this is in no way an attack on the thousands of people who work in customer facing roles in the gambling industry. In fact, it is quite the opposite. With the often times limited tools provided and the heavy burden of expectancy upon them, they have done an outstanding job. We didn’t see a major news event around the
increase of gambling harm during the pandemic contrary to what was predicted, and in the UK in recent years there has been a decline in the prevalence of gambling harm based on the UK Gambling Commissions statistics. These are positive headlines and should be welcomed by all quarters as nobody wants to see gambling harm increase. So what is the difference between an Interaction and an
intervention? In the context of safer gambling, a customer interaction and a
customer intervention refer to two distinct approaches in addressing and managing potential gambling-related harm. Here’s our breakdown of each term: Customer Interaction: A customer interaction refers to any communication or engagement between a gambling Operator or
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56
