Exclusive: Anna Paula Dias Pozza of Mobilots on AI, Revenue Growth and the Future of iGaming

As competition across the global iGaming industry continues to intensify, operators are placing greater emphasis on sustainable revenue growth, player retention, and personalized customer experiences. Success today depends on far more than attracting new players-it requires combining data-driven decision-making, operational excellence, innovative products, and long-term customer engagement strategies.

In this exclusive interview with iGaming News Today, Anna Paula Dias Pozza, Sales Executive | Revenue Optimization at Mobilots, shares how her diverse background across customer support, gaming operations, brand management, and revenue optimization has shaped her business philosophy. She also discusses the role of AI, Brazil’s growing gaming market, customer retention strategies, high-performing teams, and the trends she believes will define the future of iGaming.

Q1. You’ve worked across customer support, gaming operations, brand management, and now revenue optimization. How has each stage of your career shaped the way you approach business growth today?

Anna Paula:

Each stage of my career has given me a different perspective on business growth, and working across different areas has become one of my biggest strengths.

My entrepreneurial background taught me to look at the bigger picture. Sales, operations, customer satisfaction and revenue are all connected, and while customer satisfaction is essential, a business also needs healthy revenue to remain sustainable and continue investing in better products and experiences.

Customer support taught me to listen and understand the person behind the numbers. Gaming operations developed my discipline, execution and analytical mindset, showing me how details in product configuration, promotions, timing and engagement can directly impact performance.

Brand management added another perspective around trust, communication and loyalty. I learned that branding is not only about marketing; clear promotions, smooth payments and strong customer interactions also shape how players perceive a brand.

Now, working in revenue optimization across multiple bingo operators, I can connect all of these experiences. For me, sustainable growth comes from combining customer understanding, engagement, monetization, operational efficiency and long-term value creation.

Q2. Revenue growth is a priority for every gaming company. In your opinion, what’s the biggest mistake businesses make when trying to increase revenue?

Anna Paula:

I think the biggest mistake is looking at revenue in isolation instead of seeing it as part of the wider player journey.

Many companies focus heavily on acquiring new players, but acquisition is only one part of the equation. The real challenge is retaining those players and increasing their long-term value. Similarly, reducing costs may improve short-term results, but cutting marketing or engagement efforts without thinking strategically can limit future growth.

Understanding player behaviour is also essential. Operators need to know what players enjoy, what keeps them engaged and what makes them stay. Data and segmentation are important because not every player behaves the same way, and high-value players often need a more personalised experience.

I also believe creativity has a major role in revenue growth through better campaigns, promotions and collaboration with providers. Experience and intuition are valuable, but decisions should be supported by data. Sustainable growth comes from balancing acquisition, retention, personalisation and data-driven optimisation across the entire player journey.

Q3. AI is transforming almost every part of the gaming industry. Where do you believe AI can create the biggest impact for operators over the next few years?

Anna Paula:

I believe AI will have the biggest impact in personalisation, operational efficiency and decision-making.

Operators have access to huge amounts of player data, but data only creates value when it leads to better decisions. AI can help identify behavioural patterns, predict churn, improve segmentation, personalise offers and optimise CRM strategies in real time. This can help operators understand players better and build stronger retention strategies.

There is also significant potential in fraud detection and operational automation. AI can help teams analyse results faster, identify customer issues, improve promotion reporting and detect operational problems earlier.

However, I don’t believe AI should replace human strategy. AI is a powerful tool, but human judgement, player psychology and business understanding are still essential for interpreting context and making the right decisions.

AI will not replace strong teams; it will empower strong teams to perform at a much higher level.

Q4. You’re leading market expansion initiatives in Brazil. What makes Brazil such an exciting opportunity for the gaming industry right now?

Anna Paula:

Brazil is one of the most exciting growth opportunities in global gaming because of its combination of scale, culture and long-term potential.

It has a large and highly engaged digital population, strong mobile adoption and a culture closely connected to entertainment, competition and sports, particularly football. At the same time, the market is still relatively early in its development, so there is significant room for further growth.

PIX has also been a major advantage because it has made payments faster, simpler and more accessible, reducing friction across the player journey.

From Mobilots’ perspective, I also see strong potential in areas such as online bingo, which remains relatively underexplored in Brazil compared with some other markets.

The regulatory evolution creates major opportunities, but regulation needs to remain balanced. Player protection is essential, while operators also need a sustainable environment that allows them to invest, innovate and grow. I believe Brazil is only beginning to unlock its potential and could become one of the world’s most important gaming markets.

Q5. Companies often focus on acquiring new players, but keeping them engaged is just as important. What strategies do you believe work best for long-term customer retention?

Anna Paula:

I believe players may come for bonuses, but they stay for the experience.

Promotions can be powerful acquisition and reactivation tools, but long-term retention comes from understanding what motivates different players. Some are driven by competition and tournaments, while others value recognition and feeling genuinely appreciated by the operator.

Product preference is also important. Players want easy access to the games and content they enjoy. Operational excellence matters just as much, particularly fast deposits and withdrawals, simple payments and a smooth user experience.

Communication and customer support are also key. Players want to know that help is available when they need it, while creative promotions and constant innovation can keep the experience fresh.

Ultimately, the strongest retention strategies combine psychology, personalisation, operational efficiency and continuous innovation to create an experience players genuinely want to return to.

Q6. You’ve worked with teams across different countries and business functions. What do you think makes a high-performing team in today’s iGaming industry?

Anna Paula:

I believe high-performing teams are built through mindset, culture and execution, not talent alone.

Teams need structure and clear processes, but they also need to remain open to new ideas and willing to adapt. Collaboration is equally important. Internal competition, ego and siloed thinking can slow performance, while strong teams communicate effectively and work toward the same goal.

Execution is another major factor. Great ideas have little value without people who can turn them into results. I also strongly value ownership and commitment. I always say, do more than what is asked of you. Consistently giving your best creates opportunities for both personal and professional growth.

Customer focus is essential as well. Teams that work with urgency, efficiency and attention to detail are better positioned to deliver strong customer experiences.

Finally, people need a willingness to continuously learn and evolve. The strongest teams combine ownership, collaboration, adaptability and a genuine commitment to excellence.

Q7. Looking toward 2027 and beyond, what trends do you believe will have the biggest impact on the future of iGaming?

Anna Paula:

I believe one of the biggest shifts will be the growing importance of community-driven and social gaming experiences.

The line between gaming, entertainment and community will continue to blur. Players increasingly want more than simply placing bets or playing games; they want entertainment, competition, interaction and a sense of belonging. Products such as Bingo and tournaments are good examples of where social engagement can drive retention.

I also expect cross-vertical ecosystems to become increasingly important. Operators that can connect sportsbook, casino, bingo and other gaming products will have more opportunities to move players between verticals, increase monetisation and strengthen retention.

Market localisation will also become increasingly important. Operators that understand regional player behaviour and adapt their products, communication and strategies accordingly will have a strong advantage.

Technology and data will continue to drive the industry, but I believe the winners will be those that combine technology and personalisation with genuine human understanding to create meaningful player experiences.

About Mobilots

Mobilots is a leading B2B game studio and technology provider for the global iGaming industry. Its diverse portfolio includes slots, online bingo, crash games, scratch cards, video poker, virtual sports, keno, and gamification solutions designed to maximize player engagement, retention, and revenue. Combining innovation, seamless integration, and flexible customization, Mobilots helps operators create outstanding gaming experiences and achieve sustainable business growth.