Industry News
Zendesk’s customer experience research reveals power of one “seamless conversation”
“Customer expectations are at an all-time high, and loyalty is fleeting,” according to the annual flagship report from leading global CRM provider Zendesk, which provides customer experience software to industry brands such as Big Fish Games, GameSys, Mr Green, LeoVegas, White Hat Gaming and more. At a time where brand allegiance is transient across land-based and online brands, the research provides insights into how companies, from start-ups to successful pioneers, can drive service and ensure customer reliability…
Zendesk, Inc., which serves more than 150,000 customers across a multitude of industries in over 30 languages, has been established in the gaming industry for more than twelve years and has recently released its annual Customer Experience Trends Report 2020 research, identifying trends that translate to gaming companies of all sizes.
Elisabeth Zornes, Chief Customer Officer at Zendesk explained: “While customer expectations continue to rise, the Zendesk Customer Experience Trends Report 2020 shows that companies aren’t living up to these expectations. For example, according to the report, many of the channels people want for fast, efficient resolution aren’t being offered. In fact, only a third of companies offer self-service options like knowledge base help centers, and less than a third offer chat, social messaging, in-app messaging, bots or communities.”
The issue of tech-based service solutions isn’t restricted to just iGaming as the report also highlights the increasing market saturation in land-based and hospitality too. “Businesses are facing competition from companies that are providing purpose-driven solutions in service of the customer, raising the stakes for everyone,” she said. “Well-established and iconic brands like the Four Seasons remain one step ahead because they invest in new technologies in continued pursuit of an easy and excellent customer experience.
“This presents a challenging landscape, and for companies that are struggling to navigate, the report identifies what businesses of all sizes, in every industry, can do to provide excellent customer service and create loyal customers, starting with the initial sales process.”
Based on global survey results and the Zendesk Benchmark, an index of product usage data from more than 45,000 global companies using Zendesk’s leading customer experience platform, the 2020 report highlights how the most successful companies achieve their position by executing four essential customer service attributes. These comprise: maintain one seamless conversation; harness customer data; embrace artificial intelligence; and, give customer experience a seat in the C-suite.
“Customers today expect uninterrupted conversations that don’t start or stop in the middle of their interaction or get lost in a different communication channel,” Zornes said. According to the report, half of customers will switch to a competitor after just one bad experience, and 80 percent will leave after multiple bad experiences. The research also reveals that service is a primary driver of customer loyalty, second only to price in determining whether customers feel loyal to a brand.
When it comes to data, the Zendesk Customer Experience Trends Report 2020 findings show that customers prefer companies to keep track of their data if it leads to better experiences, with more than 75 percent of customers wanting the personalization that comes with better insights. Being able to manage and interpret data is crucial for understanding customers and proactively identifying opportunities to better serve them.
Speaking about AI innovation in customer service, Zornes added: “As AI innovation becomes more accessible, it represents the future of customer service, and there is still a huge opportunity for companies to start taking advantage of the technology. Our findings show that only 37 percent of customer experience teams are using AI. However, high-performing customer experience teams are twice as likely to embrace AI, incorporating the technology across more channels and interactions with customers.
“And finally, in terms of C-level customer service approach, the most successful companies are tapping into the value of prioritizing the customer experience, and forward-thinking companies are bringing in leaders who can understand and champion the customer.”
While these four attributes aren’t a shortcut that immediately equals success, they are definitely a step in the right direction as customer service continues to evolve in the next decade. Focusing on the approach companies can take going into 2020 and beyond, Zornes concluded: “We are in an entirely new era of customer expectations to such an extent that service can make or break a company. To build a loyal customer base and truly differentiate themselves, companies of all sizes across industries and geographies must provide an easy and frictionless customer experience, earning and re-earning a customer’s business with every interaction.”
To learn more about the most important trends in the customer experience industry, the full the Zendesk Customer Experience Trends Report 2020 can be downloaded via https://www.zendesk.com/customer-experience-trends/.
Evoke, one of the world’s leading betting and gaming companies with internationally renowned brands including William Hill, 888 and Mr Green, announced the establishment of a new Technology Committee of the Board effective immediately.
The Committee will be chaired by Independent Non-Executive Director Susan Standiford. Non-executive Directors Limor Ganot and Ori Shaked will also be members of the Committee.
The Committee will provide Board-level oversight of evoke’s major technology investments and initiatives, ensuring alignment with business strategy, risk management and operational effectiveness.
Jon Mendelsohn, Chairman of evoke, said: “In a world where technology is evolving at break-neck speed and in an industry where technology leadership is a core driver of sustainable success, our Technology Committee will play an important role in strengthening the Board’s governance and long-term strategy development. The Committee will focus on providing transparency and insight across our product, technology, data and operational initiatives as well as informing the Board and executive leadership on technology trends with the potential to shape the Group’s long-term competitive advantages.”
The post Evoke Announces the Establishment of a New Technology Committee appeared first on European Gaming Industry News.
Welcome to our weekly roundup of American gambling news again! Here, we are going through the weekly highlights of the American gambling industry which include the latest news and new partnerships. Read on and get updated.
Latest News
Seminole Hard Rock Hotel & Casino Tampa has been named the luckiest casino in the US according to a recent study conducted by Casinos.com. The resort claimed the top spot based on an in-depth analysis of Tripadvisor reviews, measuring the frequency of luck-related keyword mentions. With a 25.49% luck rate, Seminole Hard Rock Tampa topped the list thanks to glowing guest feedback, including frequent mentions of jackpots, hand pays and bonus wins. 50 reviews mentioned the word “jackpot,” and 19 even referenced a “hand pay.” Casinos.com tracked keywords such as lucky, luck, won, winning, success, jackpot, hand pay, winner, bonus, profit to determine which U.S. casinos inspired the most winning moments among visitors.
The Missouri Gaming Commission has announced that it has officially begun accepting applications for sports betting license. The Commission made the announcement following the unanimous approval of a resolution drafted Tuesday that approved the licensing process. The resolution passed after Gov. Mike Kehoe’s office reviewed it. The licensing period opens roughly six months after Missouri voters narrowly approved a constitutional amendment legalising sports betting. The measure passed by less than half a percentage point, with a margin of less than 7500 votes.
Underdog Fantasy has relaunched its draft-style daily fantasy sports (DFS) games in New York, nearly two months after it withdrew all of its DFS competitions from the Empire State. The decision to withdraw all DFS contests from New York in March came after a ruling from the New York State Gaming Commission in which the commission determined Underdog was not in line with the state’s current DFS law. An Underdog Fantasy spokesperson confirmed the company is still working under a temporary license. The New York State Gaming Commission agreed to allow the company to offer its draft DFS games with the temporary license. Most DFS companies in New York operate with a temporary license.
New Partnerships
Pollard Banknote Limited has congratulated the West Virginia Lottery on the successful launch of Royal Court Riches, its first eInstant game from the Pollard Digital Games Studio. Royal Court Riches has already demonstrated strong performance in multiple markets—in its first international launch, it achieved that jurisdiction’s highest tickets sold, total sales and gross gaming revenue within its first 30 days of release. Royal Court Riches is the first in a series of games from the Pollard Digital Games Studio slated to launch in West Virginia this year.
SYNOT Games has announced a new partnership with Caliente, one of Mexico’s top gaming platforms. This collaboration marks an exciting expansion for SYNOT Games, as it brings its acclaimed portfolio of gaming content to the Mexican market. It enhances Caliente’s offerings with an extensive array of high-quality slot games such as Respin Joker, Book of Secrets, Realm of Lions and Forest Maiden, designed to captivate players and boost engagement. Caliente with its strong presence in Latin America, is the perfect partner for SYNOT Games’ expansion into the region. The partnership aims to deliver an exceptional gaming experience, combining SYNOT’s visually rich, innovative games with Caliente’s extensive reach and reputation.
The post Gaming Americas Weekly Roundup – May 19-25 appeared first on European Gaming Industry News.
Industry Awards
Betsson Group Nominated in 14 Categories at the Women in Gaming Diversity Awards 2025
Betsson Group has been nominated in 14 categories at the Women in Gaming Diversity & Employee Wellbeing Awards 2025, hosted by Clever Duck Media. These include five company-wide nominations and nine individual nominations for eight of its employees.
These annual awards celebrate excellence in equality, diversity, inclusion and employee wellbeing across the global gaming industry. Since its launch in 2010, the event has solidified its position as one of the global gaming industry’s most respected diversity accolades.
The categories in which Betsson Group and its employees have been shortlisted include:
Company Category Nominations:
Best Diverse Place to Work
Community Engagement
Company of the Year (Operator)
Diversity & Inclusion
Great Place to Work Award
Individual Category Nominations:
Affiliate Leader – Shakyra Jonsson
Employee of the Year (Operator) – Lisa Mifsud
Excellence in Customer Service – Gabriella Larsson
HR Champion (Operator) – Tamara Klibadze
Innovator – Lena Nordin
Inspiration of the Year (Operator) – Lena Nordin
Positive Role Model of the Year (Operator) – Lara Lombardi
Star of the Future (Operator) – Jessica Carrillo Miranda
Young Leader of the Year (Operator) – Chellyanne Cassar
These nominations reflect the company’s ongoing dedication to creating a workplace where employees feel valued, respected and empowered to succeed. At Betsson Group, diversity, equity and inclusion are more than buzzwords; they are embedded in the company’s culture, values and daily actions. In previous years, Betsson has been recognised at the WiG Diversity Awards for Best Diverse Place to Work (2022 and 2024), Company of the Year (2019 and 2022) and for Diversity & Inclusion (2021). For the individual categories, Betsson employees have previously won Excellence in Customer Service, Star of the Future and Young Leader of the Year.
The post Betsson Group Nominated in 14 Categories at the Women in Gaming Diversity Awards 2025 appeared first on European Gaming Industry News.
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