InsightPlay.ai appoints Diego Van Meerbeke to drive LATAM growth

InsightPlay.ai has announced the appointment of Diego Van Meerbeke as Commercial Director, a move that reflects the company’s ongoing efforts to reinforce its commercial leadership and accelerate expansion across Latin America and other regulated markets. The decision signals a strategic focus on scaling operations while strengthening relationships with operators and partners in key growth regions.

The company operates within the evolving digital engagement sector, where real-time interaction between brands and customers has become increasingly important for revenue generation and long-term retention. By bringing in an experienced commercial leader, InsightPlay.ai appears to be positioning itself to capitalise on emerging opportunities in competitive markets.

A strategic hire to support expansion in LATAM and beyond

Van Meerbeke joins InsightPlay.ai following his tenure at Better Collective, where he was responsible for leading commercial operations across Spanish-speaking Latin American markets. During this period, he contributed to revenue growth within a highly competitive affiliate ecosystem, working closely with operators and media partners to strengthen market positioning.

His experience spans multiple sectors, including media, sports broadcasting and digital partnerships. Prior to his role at Better Collective, he held positions at The Walt Disney Company and ESPN. These roles provided him with exposure to global media sales, audience engagement strategies and partnership development across diverse markets.

This combination of experience across both the operator and media sides of the industry is expected to support InsightPlay.ai’s efforts to expand its footprint while maintaining a balanced commercial approach.

Leadership perspective on the appointment

According to Javier Troncoso, the appointment reflects the company’s intention to build a robust commercial structure capable of supporting long-term growth.

“Diego understands how this industry actually works, from both the media and operator side,” said Troncoso. “We’re building the layer that manages real-time interaction between brands and their customers.”

This statement highlights InsightPlay.ai’s positioning as a technology provider focused on facilitating communication between businesses and their audiences. The company’s platform is designed to enable seamless engagement across multiple channels, including voice, messaging and digital interfaces.

Focus on real-time customer engagement

InsightPlay.ai’s core offering centres on AI-driven engagement tools that allow businesses to manage large volumes of customer interactions in real time. These interactions may include onboarding processes, customer support, retention campaigns and reactivation efforts.

The platform is structured to handle thousands of interactions daily, helping operators maintain consistent communication with users across different stages of the customer lifecycle. In industries such as iGaming, where competition is high and user expectations continue to evolve, the ability to deliver timely and personalised engagement has become increasingly valuable.

While iGaming has served as the initial focus for the company, InsightPlay.ai has indicated that its technology is being evaluated for use in other sectors. These may include industries where customer engagement plays a critical role in revenue generation, such as e-commerce, fintech and digital media.

Commercial priorities under new leadership

In his new role, Van Meerbeke will oversee several key areas, including commercial strategy, operator partnerships and enterprise-level agreements. His responsibilities will involve identifying growth opportunities, strengthening relationships with existing partners and expanding the company’s presence in new markets.

“Most of the industry is still focused on acquisition,” said Diego Van Meerbeke. “The real opportunity is what happens after that.”

This perspective aligns with a broader industry shift towards retention and lifetime value optimisation. As customer acquisition costs continue to rise, many companies are placing greater emphasis on improving engagement and maximising the value of existing users.

Van Meerbeke’s experience in both acquisition-focused environments and engagement-driven strategies may support InsightPlay.ai in balancing these priorities effectively.

Expanding across regulated markets

InsightPlay.ai has outlined its intention to scale operations across multiple regions, including Latin America, North America, Europe and Asia. Each of these markets presents unique regulatory frameworks, customer behaviours and competitive dynamics.

Latin America, in particular, has emerged as a region of interest for many companies within the digital entertainment and iGaming sectors. Regulatory developments in countries such as Brazil, Colombia and Mexico have contributed to increased investment and market activity. However, operating in these environments requires a nuanced understanding of local regulations and consumer preferences.

Van Meerbeke’s experience in Spanish-speaking LATAM markets is expected to provide InsightPlay.ai with valuable insights as it navigates these complexities. His familiarity with regional operators and media landscapes may also support the development of tailored commercial strategies.

The evolving role of AI in customer interaction

The use of artificial intelligence in customer engagement has expanded significantly in recent years. Businesses are increasingly adopting AI-driven tools to automate interactions, personalise communication and improve operational efficiency.

InsightPlay.ai’s platform reflects this trend by offering solutions that integrate voice, messaging and digital channels into a unified system. This approach enables businesses to maintain consistent communication across multiple touchpoints, enhancing the overall customer experience.

As regulatory scrutiny increases in certain sectors, including iGaming, companies are also expected to ensure that their engagement strategies comply with applicable laws and responsible gaming standards. Technology providers such as InsightPlay.ai may play a role in helping operators meet these requirements while maintaining effective communication with users.

Industry context and competitive landscape

The digital engagement sector continues to evolve as companies seek to differentiate themselves through technology and customer experience. In the iGaming industry, competition remains intense, with operators investing in marketing, product development and user engagement to attract and retain players.

Affiliate networks, media companies and technology providers all play a role in this ecosystem. InsightPlay.ai’s positioning as a provider of real-time engagement solutions places it within a segment that is gaining increasing attention.

By focusing on post-acquisition engagement, the company aims to address a gap that some industry participants may have overlooked. This approach could provide a competitive advantage, particularly in markets where customer retention is a key driver of profitability.

Conclusion

The appointment of Diego Van Meerbeke as Commercial Director represents a considered step by InsightPlay.ai as it continues to expand its presence in global markets. His background in media, partnerships and commercial operations provides a foundation for supporting the company’s growth objectives while maintaining a balanced and strategic approach.

InsightPlay.ai’s focus on real-time engagement reflects broader industry trends, where customer interaction and retention are becoming central to long-term success. By investing in leadership and technology, the company appears to be positioning itself to respond to these developments in a structured and measured manner.

As the company expands across Latin America and other regulated regions, its ability to adapt to local market conditions while maintaining consistent service delivery will likely play an important role in its future trajectory. The integration of experienced leadership with advanced technology may enable InsightPlay.ai to strengthen its position within an increasingly competitive landscape.

FAQs

What role has Diego Van Meerbeke taken at InsightPlay.ai?
He has been appointed as Commercial Director, overseeing strategy and partnerships.

What experience does Diego Van Meerbeke bring?
He has worked at Better Collective, The Walt Disney Company and ESPN in commercial and media roles.

What is InsightPlay.ai known for?
The company develops AI-driven platforms for real-time customer engagement.

Which regions is InsightPlay.ai targeting for expansion?
The company is focusing on Latin America, North America, Europe and Asia.

What industries does InsightPlay.ai serve?
It primarily serves iGaming but is exploring other sectors such as fintech and e-commerce.

What is the main focus of InsightPlay.ai’s platform?
The platform focuses on real-time interaction across voice, messaging and digital channels.

Why is customer retention important in this industry?
Retention helps maximise lifetime value and reduce reliance on costly acquisition strategies.

What did Javier Troncoso say about the appointment?
He highlighted Diego’s understanding of both media and operator sides of the industry.

What is Diego Van Meerbeke’s perspective on the industry?
He believes the real opportunity lies in post-acquisition engagement rather than just acquisition.

How does AI improve customer engagement?
AI enables personalised, scalable and real-time communication with customers.