Elena Reilly

Elena Reilly is Senior Manager, Customer Experience Strategy at Entain, the gaming and sports betting group behind Ladbrokes, Coral, and BetMGM. Elena designs and delivers Voice of Customer frameworks, CX measurement systems, and customer intelligence platforms that drive measurable improvements in satisfaction, journey performance, and loyalty. She and her team translate complex multi-source data into a single customer truth — processing over 35,000 customer responses per week through AI-powered text analytics that detect vulnerability in real time and drive personalised experiences across 30+ markets. With 10+ years in CX strategy across telecommunications and gaming, Elena brings a blend of quantitative rigour, stakeholder influence, and a consulting-style approach to the question of how large organisations can personalise at scale without losing the human connection.