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/.
Gamblorium, a trusted online casino affiliate platform, announces its new and improved casino rating system. This updated system is designed to give players even more accurate and transparent rankings for online casinos. Since 2020, Gamblorium has been known for providing honest and expert-tested casino reviews. With this updated rating system, Gamblorium continues to ensure players can easily find the best gambling sites.
The new rating system combines three key components: Gamblorium Score, Player Score and Market Score. These scores are based on a 100-point scale, providing players with a clear and reliable way to choose casinos that meet their preferences.
Main features of Gamblorium’s new rating system:
• Gamblorium score: The Gamblorium Score evaluates casinos based on over 100 criteria, including payment methods, game options, security and user experience. Unlike other platforms, Gamblorium uses a relative and flexible approach, meaning casinos are ranked based on their strengths within their market. This score also incorporates Expert Scoring, ensuring that the most important factors are weighted appropriately.
• Player score: The Player Score is based on feedback from real users. Players can leave reviews only if they have registered or played at the casino, ensuring honest and up-to-date feedback. This makes the reviews highly reliable and reflective of the actual player experience.
• Market score: The Market Score helps balance the overall rating by considering the views of other trusted gambling platforms. This adds another layer of objectivity and ensures that Gamblorium’s reviews remain fair and unbiased.
The post Gamblorium Enhances Casino Reviews with Updated Rating System appeared first on European Gaming Industry News.
Philippine Amusement and Gaming Corporation (PAGCOR) Chairman and CEO Alejandro H. Tengco received on Tuesday, March 18, the inaugural Regulatory Landmark Award during this year’s Asia Gaming Awards at the Grand Ballroom of Shangri-La, The Fort in Taguig.
The Regulatory Landmark Award, a newly added category to the prestigious Asia Gaming Awards, was bestowed upon the PAGCOR chief for his significant contributions to the growth of the Philippine gaming industry.
In his acceptance speech, Mr. Tengco acknowledged the efforts of the PAGCOR team and industry stakeholders, emphasizing that the recognition was a testament to their dedication, resilience, and commitment to regulatory excellence.
“This award reaffirms our efforts in fostering a well-regulated gaming sector in the Philippines,” he said. “It will serve as an inspiration for all of us to continue shaping an industry that is not only profitable but also ethical, sustainable, and beneficial to the communities we serve.”
Under Mr. Tengco’s leadership, the Philippine gaming industry posted a record-breaking gross gaming revenue (GGR) of Php410 billion in 2024 – a 25% increase from the previous year’s GGR.
Likewise, PAGCOR recorded unprecedented revenues of Php112 billion in 2024, a 41% growth year-on-year.
The Asia Gaming Awards, now on its fifth year, recognizes the achievements of key players and leaders in the gaming industry across the region.
The post PAGCOR chief honored at 2025 Asia Gaming Award appeared first on European Gaming Industry News.
Despite the implemented ban on Philippine Offshore Gaming Operations (POGO), the gaming industry in the country continues to boom, according to Philippine Amusement and Gaming Corporation (PAGCOR) Chairman and CEO Alejandro H. Tengco.
In his keynote address at the ASEAN Gaming Summit in Manila, Tengco said the country’s Gross Gaming Revenue (GGR) will rise to Php410 billion in 2024, up 25% from the Php329 billion GGR in 2023.
“As offshore gaming exits, PAGCOR recognizes that the future of Philippine gaming will continue to become more technology-driven,” he said. “This is why PAGCOR will continue to closely regulate electronic gaming while ensuring strict oversight to combat illegal operators.”
The PAGCOR chairman emphasized that while land-based casinos contributed Php201 billion—almost half of the total GGR in 2024—revenue from the E-Games and E-Bingo sector grew significantly, grossing Php154.51 billion, 165% higher than in 2023.
“We partly attribute the strong performance of the local gaming industry to the strategic policy adjustments that we have implemented, such as the gradual reduction of fee rates for E-Games since 2023,” Tengco’s explanation.
He said that in 2023, PAGCOR was charging 50% to 55% license fees which was an obstacle to the increase in operators. “But effective January 1, 2025, our fee rates for E-Games stand at only 30% of GGR,” he added.
As a result, more operators have come under regulation, voluntary closures of businesses have been avoided, and the profits of licensed companies have been maintained. Also as a result of the said reforms, the E-Games sector reached its target of Php100 billion in GGR revenue as early as September 2024. Tengco also mentioned PAGCOR’s focus on more intensified “responsible gaming programs” to promote a “more sustainable and ethical gaming industry.”
“We wish to assure our industry stakeholders that even as we strive for greater success, responsible gaming and market integrity will continue to be at the heart of our efforts,” Tengco said.
The PAGCOR chief is also fully confident in the direction of the industry.
“The best days of Philippine gaming are still ahead of us, and we look forward to working with all of you to shape what comes next,” he said.
The ASEAN Gaming Summit, organized by Asian Gaming Brief, serves as a platform for industry leaders to discuss trends, challenges and new opportunities in the region’s gaming landscape.
Translated article.
The post Gaming industry earns Php410 B despite POGO ban – PAGCOR appeared first on European Gaming Industry News.
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