Monthly Column
Movers and Shakers: Building Resilience – The Importance of Agility in the iGaming Industry
“Movers and Shakers” is a dynamic monthly column dedicated to exploring the latest trends, developments, and influential voices in the iGaming industry. Powered by GameOn and supported by HIPTHER, this op-ed series delves into the key players, emerging technologies, and regulatory changes shaping the future of online gaming. Each month, industry experts offer their insights and perspectives, providing readers with in-depth analysis and thought-provoking commentary on what’s driving the iGaming world forward. Whether you’re a seasoned professional or new to the scene, “Movers and Shakers” is your go-to source for staying ahead in the rapidly evolving iGaming landscape.
With global B2B iGaming marketplace gurus, Betbazar, having had to deal with their fair share of challenges over the past few of years, we sat down with the company’s CEO, Alex Iaroshenko to learn how an agile approach to business has helped them foster both resilience and adaptability.
What challenges do you see as the biggest tests for iGaming companies today?
The iGaming industry is currently facing several critical challenges – and in my opinion, regulation and compliance is right at the top of that list. As governments around the world continue to tighten their legislation to ensure fair play and responsible gaming, iGaming businesses have little choice but to adapt in order to remain compliant across multiple jurisdictions. Of course, for global companies like Betbazar that work in various regions with vastly differing rules, this adds an extra layer of complexity to operations, so our job is becoming increasingly difficult as well.
In addition to ongoing regulatory changes, another big challenge for iGaming companies is the current level of competition within the market. Over the past few years, the iGaming sector has become increasingly crowded and standing out from your competitors requires you to have strong branding, innovation and the agility to consistently deliver value to customers and their clients. In order to do this effectively, I believe companies generally need to invest in technology like AI and machine learning to personalise player experiences and improve user engagement.
The last test that I think is worth mentioning here is that online security and data privacy remain ongoing concerns – particularly with the rise of cyber threats that we’ve witnessed in recent months. Given the vast amount of personal data that is now being managed by companies, it’s imperative that they implement robust cyber security measures in order to protect sensitive player information, build trust and comply with all applicable privacy regulations in their regions.
How can companies in the iGaming space cultivate resilience and adaptability?
For me, the real key is to foster a culture that is open to change and encourages continuous learning and innovation. One of the most important steps in that process is to build an agile organisation where teams are empowered to make decisions quickly and feedback loops from customers and the market are integrated into product development and operations swiftly and efficiently without needing to go through multiple rounds of approval. At Betbazar, we focus on creating a mindset of flexibility that embraces new technologies and adjusts them to the business models of our clients so that we can meet their specific demands in the best conceivable way.
Being able to constantly change in this manner is what separates a good business that actually performs from one that struggles – especially in an industry where customer preferences, technology and regulations change so rapidly. I honestly believe that if the culture at Betbazar was not as adaptable and resilient as it is, we wouldn’t still be here today. As a company, we’ve had to work through some very challenging periods and have always come out stronger on the other side, mainly because we use these situations as a chance to improve the ways we operate.
Of course, investing in professional development and cross-functional collaboration also plays a big role in making your business adaptable and resilient, as you always want teams to hone their technical and strategic skills so that they can navigate challenges efficiently. On top of that, you need strong leadership that promotes a proactive, solution-based approach to tackling adversity.
What role does leadership play in driving an agile culture within an organisation?
I believe that a company is always made by a team, and though teams are led by leaders, it’s impossible to build your entire business philosophy on one person’s shoulders. Instead, an agile culture should be built on clear communication and trust between leadership and employees, as when people feel empowered to make decisions and know that their contributions are valued, it fosters a sense of ownership and accountability. It’s for this reason that we encourage a collaborative approach at Betbazar where teams are given the autonomy to experiment, test new ideas and iterate quickly without fear of failure – and this is what trusting your team is truly about.
Speaking as a CEO, I feel it’s my responsibility to not only set the strategic direction of the company, but also create an environment where all employees have space to grow. For me, it’s very important to look into each person’s individual goals and understand their ideas for how they’d like to develop in their role, as only then can you adjust the company’s strategic path to better accommodate each employee’s personal ambitions. This in turn empowers you to create a culture where people want the company to reach its goals so that they can also reach their own, meaning everyone shares the success in equal measure and deals with any setbacks as a team.
Could you share an example of a time when Betbazar had to pivot quickly to respond to an industry change?
I think when you’re part of an industry that shifts and evolves as quickly as iGaming, you pretty much have to pivot all the time in order to stay ahead of emerging trends and customer demands. One of the things that Betbazar is very good at is that when we see that the popularity of a product is skyrocketing and we don’t have an existing connection to it, we’re fast to rectify the situation and fill any gaps that we have in our marketplace. A good example of this would be crash games, as when these became popular and we realised that we didn’t have a product that met the demands of the market, we very quickly found a partner who could help us expand our portfolio.
Generally speaking, once we have a product available in our line-up, it becomes competitive within the market quite quickly, so the onus is then on us to pivot again and find something new, rather than to simply stand still and be happy with what we’ve got. In this way, Betbazar is constantly changing and adjusting to the demands of the industry, and we always make sure we keep an eye on the competition to understand what others are doing. This is ultimately our goal and our way of being flexible so that we’re constantly primed to pivot into newer, better products.
About Betbazar
Betbazar is a B2B worldwide iGaming marketplace which has set a new sales standard, sourcing specialist iGaming products and advising on their role within existing strategies to deliver growth to our partners. The company’s ambition is building a digital iGaming marketplace that connects creators with operators to accelerate growth powered by best-in-class products.
Website: https://betbazar.com
LinkedIn: https://www.linkedin.com/company/betbazar
The post Movers and Shakers: Building Resilience – The Importance of Agility in the iGaming Industry appeared first on European Gaming Industry News.
Monthly Column
Playing Across the Divide: Lessons that iGaming Can Learn from the Video Game Industry
In the rapidly evolving world of iGaming, the industry finds itself at a fascinating crossroads. Gameplay mechanics, social gaming options, player-to-player competitions, and bonus features have become increasingly complex, and player demand continues to grow.
The days of creating slot games with the same old themes and gameplay features are long gone. Players want a more engaging experience, and one place the industry can find this is by looking across the virtual divide into the world of video games.
A Source of Inspiration
Video games are, in many ways, the defining entertainment medium of this generation, and there are a lot of lessons that iGaming can learn from them.
One thing that has become clear in recent years is that players want a more enriching and engaging iGaming experience. There are several ways to do this; one is through incorporating engaging characters, themes, and narratives into gameplay, and the other is through social features, rewards and interactions.
Video games have succeeded in both areas, with the online gaming boom of the last decade or so highlighting how effective community building and player competition can be. Leaderboards, multiplayer options, tournaments, and social interactions drive player engagement and have been effectively utilised.
A More Personalised and Social Experience
iGaming has, for years, been a solitary experience. Players log in to their online casino accounts, hit spin and play alone. The invention of crash games and more enhanced live-casino games has begun to change this, but there is still much room for growth. Developers can take their game offerings to the next level by incorporating these social, interactive elements.
To make these social experiences feel all the more personal, games and casinos can offer players the chance to customise avatars, profiles, and themes. We have seen this be a massive success in many free-to-play battle royale-style games that have dominated the online gaming world for the last decade.
Adding a personalised touch or striving towards more unlockable content keeps players engaged and returning for more. The latter point is something that is easy to imagine entering the world of iGaming, with players tracking progress and unlocking bonuses/features as games progress.
Developers do not need to wait to make these changes regarding compelling themes and narratives. More intriguing characters or stories in gaming can be an incredibly effective way of gaining traction. Story-based game progression, such as what we offer in our Gates of Hellfire slot, can significantly impact the gaming experience.
A Shift in Mindset
These changes must be implemented from the beginning of the creative process. Slot developers, to truly get the most out of their games, must be looking at their games as a form of entertainment right from the very beginning.
If you look at your slot game as a standard slot, that is all it will be. By approaching the creative process differently, developers can find new ways to entertain their audiences and stand out in an incredibly crowded marketplace.
Of course, pretending there are no obstacles to overcome would be foolish. The gaming industry has vast budgets and many more resources than your standard iGaming company. There is also a much stronger demand for regular content in the iGaming space, with many studios streamlining their creative processes and being able to churn out games regularly. These are all obstacles that developers will need to work around, with advancements in technology no doubt playing their part.
Players’ expectations will continue to rise in the coming years, and iGaming companies must be prepared to adapt. The video game industry is an obvious source of inspiration, not just in terms of gameplay and narrative but also for player retention and marketing. Online slots and games must now be able to offer a more complete experience than ever before, and at Gaming Corps, we aim to be a part of that movement.
Author: Connor Blinman, Head of Games at Gaming Corps
The post Playing Across the Divide: Lessons that iGaming Can Learn from the Video Game Industry appeared first on European Gaming Industry News.
Monthly Column
Movers and Shakers: How awager plans to redefine online casino gaming in the European market
“Movers and Shakers” is a dynamic monthly column dedicated to exploring the latest trends, developments, and influential voices in the iGaming industry. Powered by GameOn and supported by HIPTHER, this op-ed series delves into the key players, emerging technologies, and regulatory changes shaping the future of online gaming. Each month, industry experts offer their insights and perspectives, providing readers with in-depth analysis and thought-provoking commentary on what’s driving the iGaming world forward. Whether you’re a seasoned professional or new to the scene, “Movers and Shakers” is your go-to source for staying ahead in the rapidly evolving iGaming landscape.
Can you introduce the awager product and tell us about your company’s aims in the European market?
With awager’s unique products, we aim to usher in a new era of casino gaming in Europe. Our products bridge the gap between traditional land-based casinos and online gaming by allowing players to access land-based slot games remotely. We use modular design, the latest in streaming and audio technology, and a cutting-edge, user-friendly interface to allow players to experience the sights and sounds of a real casino wherever they decide to play.
This product is a unique proposition in the iGaming industry. We have already established ourselves as a presence in North America, including launching the third iteration of our product with Loto Quebec.
Our aim is to provide players with a more authentic and immersive online gaming experience and after finding success in North America, we are now excited to introduce our product to European audiences.
Which markets will be a priority for awager as you expand into Europe, and why?
We have laid out a detailed roadmap for our European expansion. At the forefront of our strategy is a commitment to focusing exclusively on regulated markets, ensuring compliance and sustainability in our operations.
The United Kingdom is going to be a key target. It is undoubtedly the busiest and most dynamic market on the continent, and it offers a huge player base hungry for something fresh and exciting. This will help give us a strong foothold in the region and present plenty of growth opportunities for us as a company.
Sweden will also be a priority during our first wave. Swedish players have a strong affinity with land-based casinos, and as they begin to close down, we find ourselves uniquely positioned to step in and quench that thirst for a physical gaming experience. The Netherlands will also be an important market.
Once we have established a presence in these key markets, we will turn our attention to other regulated markets like Spain, Switzerland, Romania, and Greece. There is plenty of appetite in these countries for something different, and that is exactly what awager can bring to the table.
Are customer tastes significantly different in Europe compared to North America, and if so, how does awager intend to navigate this?
I don’t think there are too many major differences. America has a much stronger land-based culture than Europe, but European players are much more accustomed to online play, which is where our action takes place.
We anticipate some differences in spending habits. Generally speaking, American players tend to gravitate toward higher stakes games compared to their European counterparts, largely due to regulation and cultural differences.
However, all indications point towards European players strongly embracing our products with the same enthusiasm that has characterised our success in the American market. Given that Europe represents a much larger potential market, we have extremely high ambitions over the next years.
What are some of the biggest trends impacting the European market right now? And how is awager positioned to capitalise on them?
Innovation has been the industry’s buzzword for the last few years. Operators are relentlessly seeking to introduce fresh and exciting offerings that will captivate their players, and we are uniquely positioned to meet this demand.
Players are looking for more from their online casino experience, and operators are looking for innovative ways to attract more players. Our product is the ideal link between these two needs, enabling operators to draw in high-stakes players from traditional land-based casinos while appealing to players who crave a more authentic and fresh casino experience.
There is also a real movement towards creating a more authentic gaming experience. Our products cater to that need by using the latest streaming and sound technology to immerse players in the experience. One of the most consistent pieces of feedback we receive from both players and operators is that they can not quite grasp how real the whole experience is.
What are some of the biggest barriers to entry in the European market?
The biggest challenge for most companies looking to break into the European market is navigating regulations. We want to be in as many markets as possible, but we will strictly only work in regulated markets, which does rule out some countries.
Of course, there are also some regulatory hoops we need to jump through in each market, but our product is well-set to do that.
The post Movers and Shakers: How awager plans to redefine online casino gaming in the European market appeared first on European Gaming Industry News.
Monthly Column
Movers and Shakers: Why Customer Service is the Unsung Hero in Player Retention: An Insider’s Perspective on Maximizing Lifetime Value in a Competitive Market
“Movers and Shakers” is a dynamic monthly column dedicated to exploring the latest trends, developments, and influential voices in the iGaming industry. Powered by GameOn and supported by HIPTHER, this op-ed series delves into the key players, emerging technologies, and regulatory changes shaping the future of online gaming. Each month, industry experts offer their insights and perspectives, providing readers with in-depth analysis and thought-provoking commentary on what’s driving the iGaming world forward. Whether you’re a seasoned professional or new to the scene, “Movers and Shakers” is your go-to source for staying ahead in the rapidly evolving iGaming landscape.
Do a lot of operators overlook customer service and its critical role in player acquisition and retention?
Absolutely. Many operators don’t fully recognise just how crucial customer service is, particularly for retention purposes. While acquiring players puts less pressure on customer service, retaining them is a separate challenge. As CPAs rise with operators competing intensely for new customers, ensuring those customers are retained for as long as possible becomes the main objective. Here, customer service is essential in maximising player lifetime value (LTV) and driving continuous engagement.
Unfortunately, there’s often a race to the bottom with customer service, where cost-cutting leads to reduced quality. When customers reach out to support, it’s usually due to a problem. If they’re met with impersonal, unhelpful service, their dissatisfaction can be amplified, which can harm brand loyalty. This is especially significant today when digital engagement is so prevalent – those moments of human interaction carry enormous weight.
As for in-house versus outsourced customer service, it’s a long-standing debate. While building in-house teams offers control, it also brings high overhead. For those who choose to outsource, the key is partnering with a provider that aligns with their brand’s values, tone, and processes. When done well, customer service can strengthen player trust, a critical factor as operators aim to retain players and outbalance acquisition costs with high LTVs.
Why is customer service so important, and what opportunities does it bring when done right?
Customer service is a powerful trust-builder between brand and player. In an ever increasingly digital-first industry where human interaction is rare, these personal connections reinforce trust, ensuring a feeling of safety and value amongst players. Any opportunity an operator gets to maintain a level of personability needs to be maximised.
I would almost flip this question and say ‘what are the pitfalls when done wrong/poorly’. Customer Service is there to ensure that if things go wrong; bonus rounds aren’t paid out, welcome offers aren’t received, withdrawals aren’t functioning optimally, the customer is made to feel safe and reassured, in an efficient, positive manner. Customer Service is the first and last line of defence for the operator in making sure that the ultimate pitfall, a player churning due to negative experience, is never realised.
What challenges do operators face in setting up a customer service team, especially for international operators?
Setting up and managing a customer service team can be an enormous undertaking, especially for international operators. It requires dedicated resources, which often means sacrificing focus on core business strategy. Recruiting, hiring, and training customer service staff demand significant time and money, and for senior roles, costs can rise even further.
Of course, for operators who have a more global reach and team base, this can present additional challenges. There are many regions where there is an abundance of talent for operators to build teams in, of course, however the location of these teams is a critical aspect of this. Setting up in a sub-optimal location for one’s operation, could spell long-term trouble from a management and cultural perspective, particularly if services being offered are on a 24/7 basis.
Operators will want to have their operational teams aligned with their live jurisdictions as much as possible, particularly from a time zone perspective to ensure that synergy between teams and operation doesn’t become strained and also so that team members aren’t consistently having to work unfavourable hours in order to align with peak times of the day. For example, operators in North America/Latam who set-up a CS team in Asia, could find alignment between teams difficult, not least likely incurring additional costs for a large portion of the workforce having to work through the night to meet peak times in live markets, not only from a financial perspective but also culturally, keeping that team motivated and ingrained in the operation could become very difficult.
How can these challenges be overcome, and how can RokkerX help?
RokkerX takes the operational burden away from our clients, allowing them to devote more time to optimising their strategy and driving the business forward. Having provided dynamic research, and strategic and operational consultancy to over 50 operator and B2B suppliers over the past 9 years, we offer our clients an experienced partner to enable them to take greater control of their operation, without the overhead.
With an implicit understanding of end-to-end iGaming operations, we transitioned seamlessly into the Managed Services space at the start of 2023, offering a large suite of services to our clients. We thought having provided the industry with strategic and operational consultancy, it was a natural next step to actually run areas of a client’s operation for them.
We have already launched hubs in the UK, Spain and Bulgaria, soon to be launching in Columbo (Sri Lanka) and Sao Paulo in Brazil with 2 further clients, and have a proven track record as a partner with a heavy focus on scaling while retaining that same team culture we have always prided ourselves on. We continue to scale the team significantly in Bulgaria, which is our main hub, having recently agreed on a new office to hold up to 120 team members.
With the combination of the services we offer our clients; Trading & Operations, Customer Service, ‘KYC, AML, Fraud & Payments and Player Retention, we are able to provide our clients with a holistic approach to strategy in their operational services. We are able to triangulate several sources of data for a clients operation and enable them to continue to shape their strategy just in a more optimal way, be it bonus strategy, retentional mechanisms, product enhancements etc.
How does customer service integrate with areas like KYC and AML?
In iGaming, the lines between services like customer support, KYC, and AML often blur. Depending on the operator, customer service might be expected to handle payment support, KYC checks, or even fraud detection. Offering these services together allows us to provide a comprehensive support system that covers essential risk areas and keeps operations secure.
Our expertise extends across these areas, giving us the flexibility to support clients with a unified approach. With subject matter experts in each field, we help customers resolve a wide range of issues while safeguarding operational integrity. This “one-stop shop” model reduces the need for multiple suppliers, simplifying management for our clients and minimising the risk of control issues.
Is customer service the most effective way of engaging with players and building trust? Why is this so important for online casinos and sportsbooks?
Customer service is certainly one of the most effective ways to build trust with players and ensure they are retained, but naturally, high-quality and efficient customer service is most impactful if it is part of a broader engagement strategy. Effective, responsive support reassures players that they’re heard and assisted whenever needed, however, combining customer service with transparent communication, personalised experiences, and consistent value can deepen engagement even further. Ultimately, customer service is crucial, but a holistic approach, as mentioned previously, that also prioritises user experience and multiple trust-building measures is most effective for long-term engagement.
As discussed already, industry reputation and player confidence are two areas that both sportsbook and casino operators rely on. Players are not only investing their time but of course also their money, and any doubts about fairness, security, or reliability can damage these two factors and quickly reduce engagement with their brands. Transparent communication and integrity can be achieved through quality customer service both of which are building blocks towards long-lasting success in this industry.
The post Movers and Shakers: Why Customer Service is the Unsung Hero in Player Retention: An Insider’s Perspective on Maximizing Lifetime Value in a Competitive Market appeared first on European Gaming Industry News.
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