Industry News
Gamesys builds on “transformative” year with 360º customer experience focus
Following a landmark 2019, Lee Fenton, the CEO of the newly formed Gamesys Group, reveals how a recent integration of Zendesk’s customer service and engagement platform is providing the groundwork for Gamesys’s ventures/brands.
With over 1,300 employees across 16 group offices worldwide Gamesys puts a lot of emphasis on ensuring the best customer service across all your brands, how has your recent transformation via Zendesk enhanced your focus on customers?
Zendesk has set the foundation for our 360º view of the player initiatives for 2020. Being able to look at our players in different contexts while all within one unified system, gives us the ability to provide a personalised experience for our players based on their preferences and needs. Our players may prefer to engage with us on social channels, receive a call-back or search for the answer to their issue without ever engaging with our advisors. Zendesk has allowed us to introduce these options and enhance our existing channels increasing our teams’ capacity.
Zendesk has also provided us with an invaluable insight into what our players expect from our customer experience team. This enables us to personalise our player’s experience even further as we roll-out the next phases of our customer care platform. Our ultimate aim is to ensure that we provide the best experience, via the right channel, within a safe and responsible environment.
Gamesys’ customer service transformation required collaboration across multiple teams to get buy-in and transform their service centres, what’s the key to keeping everyone on message?
To understand the magnitude of collaboration that was needed to enact this change, 21 teams actively contributed to the successful selection and 82-day roll-out of Zendesk. The success of the initial rollout came down to personal investment, a willingness to engage and constructively work through competing priorities and a commitment to improving both the experience and toolsets for our players and advisors.
Not many companies have to provide market-leading customer experience to a global player community, what are your top priorities in terms of anticipating your customers’ needs?
Our top priority for 2020 in the customer experience space is to provide the best entertainment to our players within a safe and responsible environment. This relationship demonstrates our commitment to understand and care for our players and enables us to provide the most enjoyable customer experience.
Zendesk provides a unified view of the player, multiple avenues to reach out to our community and contributes intelligence which we use to refine our predictive models which identify users who may potentially be at risk.
As regulations evolve, it is vital that we continue to demonstrate our commitment to compliance. Zendesk provides us with tools for rigid GDPR compliance, auditing and reporting for KYC and AML.
How do you measure the impact of the customer experience with your customers, are you predominantly focused on retention and spend or is there more to it?
We want to build long-term sustainable relationships with players. We measure the impact of their experience through their engagement with our brands throughout their lifetime rather than spend.
We are always looking to invest in our players and their experience, and this gives us a competitive advantage in the marketplace. We are in the entertainment business which is at the heart of the reason why players visit our sites. Our focus is providing enjoyment whilst empowering them with the tools to control their play. By providing a frictionless customer experience, we enhance the value of the brand which helps in our goals of creating a sustainable responsible business and organically drives brand awareness and retention.
Bingo players and operators are unique compared to other sectors of the gaming community. Where do you see the key differences in providing customer service to this sector than say land-based casinos or slots customers?
For our online Bingo-led brands, we have a vibrant social community who enjoy engaging with other members and our Chat Hosts. Our community is often the first to provide us with constructive feedback on our games and engage with us if there are any issues on the site that may need attention. This community feel is not unique to our Bingo players and can be equally applied to other segments of our poker and casino communities. At Gamesys, we have found that brand, player demographics, and a player’s persona influence the type of customer experience one would most prefer to receive — whether that be via phone, email, chat, or even self-service.
As an award-winning, leading global operator, what does Gamesys’ vision look like in the next decade and what part do your service centres play in this?
We continue to invest in the Gamesys Group multi-brand strategy and we recently launched a new site with Scientific Games which is dedicated to one of the UK’s most popular slots, Rainbow Riches.
We will also continue to develop our existing ventures while expanding into new markets. As we know from entering new markets such as Germany, Sweden, and Japan, each market comes with unique challenges, opportunities and regulatory compliance requirements. Our advisors and the player experience we provide will continue to adapt and remain flexible so that we can respond continually to meet our player’s expectations.
TipRanks, a leading financial research platform with more than 9 million monthly active users, has announced a strategic sponsorship with Grandmaster Hikaru Nakamura, a 5-time US Chess Champion who is currently ranked 2nd in the world. Powered by a new set of AI tools, the partnership is designed to help investors make better, data-driven decisions through the combination of TipRanks’ cutting-edge tools and Nakamura’s strategic mindset.
As part of the partnership, Nakamura will create and manage a Stream Portfolio on TipRanks. Viewers and fans of Hikaru will be able to track his investment research in real time on his widely followed video channels and social media — plus share ideas in the stream chat to help shape the portfolio’s holdings. Working with TipRanks’ award-winning platform, Nakamura will showcase how he evaluates opportunities, while emphasizing that all content is for educational purposes only and does not constitute investment advice.
Nakamura’s dominance in chess stems from his ability to absorb vast amounts of information, analyze multiple outcomes and make decisive moves under pressure—skills that closely mirror successful investing.
“TipRanks offers a wide variety of insights on thousands of stocks and equities, helping me to think strategically about all of my investments. Just like in chess, beating the market depends on making wise, fully informed decisions. Harnessing data to think several moves ahead is second nature to me,” said Nakamura.
“While other investing websites might sponsor more popular spectator sports such as soccer, our partnership with a chess champion is pitch perfect. We are tailor-made for investors who seek to act strategically, just like Hikaru does,” said Uri Gruenbaum, Founder and CEO of TipRanks.
The post TipRanks to Become Official Sponsor of 5-Time U.S. Chess Champion Hikaru Nakamura appeared first on European Gaming Industry News.
PENN Entertainment has officially opened the doors of its new Hollywood Casino Joliet on Monday, August 11.
The $185 million state-of-the-art casino replaces the former riverboat property that operated on the shores of the Des Plaines River since 1992.
Legislators and area dignitaries, Illinois Gaming Board officials, Chicago Bears executives and NFL legend and Joliet native Tom Thayer joined the PENN team members for the ribbon-cutting ceremony. Hollywood Casino Joliet then opened to the public at 4:00 p.m. and welcomed guests to experience approximately 1000 of the newest slot machines, 43 table games, a retail ESPN BET sportsbook, upscale national and Chicagoland celebrity-led dining and, above all, a premier guest experience.
“We would like to officially welcome players and guests to the all-new Hollywood Casino Joliet. After approximately 20 months of construction, we are thrilled to open the doors to this land-based entertainment destination. We are proud of our 30-year history in Will County and are committed to continuing our investment in the community by creating new jobs, providing important tax revenue, and serving as a new attraction to bring even more visitors to the area,” said Jay Snowden, CEO and President of PENN Entertainment.
“This opening marks an exciting new era of entertainment in Joliet. We’re grateful for the support from the city of Joliet, the Illinois Gaming Board, and our business and community partners who contributed to the successful development of this new property. We look forward to delivering an elevated experience with world class dining, entertainment, and gaming options for patrons across the region,” said Todd George, Executive Vice President of Operations for PENN.
The roughly 189,000 square foot entertainment destination employs approximately 600 team members and generated around 450 construction jobs. Open seven days a week and 24 hours a day, the fun and excitement will continue 365 days a year.
The post PENN Entertainment Celebrates Grand Opening of Hollywood Casino Joliet 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
SA Gaming has announced that its game portfolio and Remote Gaming Server have officially obtained Gaming Laboratories International certifications in Brazil. This milestone underscores SA Gaming’s commitment to delivering premium gaming experiences, with a particular focus on the Brazilian market. The regulated Brazilian online gaming market, which launched on January 1, 2025, is projected to become the largest in Latin America. Under the new framework, only licensed operators are legally permitted to offer online gaming and betting services.
The National Indian Gaming Commission announced Gross Gaming Revenues of $43.9B for fiscal year 2024. This historic figure reflects a $2.0 billion increase over FY 2023, representing an overall growth of 4.6% across the Indian gaming industry. The GGR figure is calculated from independently audited financial statements from 532 independently audited gaming operations owned by 243 federally recognised tribes across 29 states. Two NIGC regions, Oklahoma City and Washington, D.C., reported double-digit growth over the previous fiscal year.
The Michigan Gaming Control Board has issued cease-and-desist letters to six unlicensed online gambling platforms attempting to target Michigan residents without state authorisation. The action underscores the MGCB’s relentless, ongoing efforts to shut down illegal gambling operations and protect Michigan consumers from financial risk, identity theft and unfair play. The targeted sites—Crypto Slots, NitroBetting, NewVegas, Las Vegas USA Casino, Grand Rush Casino and Slotgard Casino—were found to be operating in violation of Michigan laws that require licensure for internet gaming and sports betting. This enforcement action is part of the MGCB’s larger crackdown on illegal online gambling platforms.
Partnerships
Table Trac Inc announced that a new Nevada casino partner is installing the CasinoTrac CMS system, and a long-time customer is upgrading from its classic system to the latest comprehensive technology stack featuring enhanced capabilities for Loyalty, Bonusing, & Operations. Barton’s Club 93 Casino Hotel, under new ownership, GLM Gaming, as part of a significant property remodel and renovation is upgrading the slot system to CasinoTrac’s high-speed, Secure, Unified and Stable PlayerLINQ network, which drives player engagement through the programmatic, custom SlotSUITE platform while turbocharging efficiency and time on device with SelfPAY. Border Inn Casino will deploy CasinoTrac’s high-speed, Secure, Unified and Stable PlayerLINQ network, NV Tech Standard 3-compliant accounting and CTLoyalty for Patron & Club Management, powered by CasinoTrac’s bonusing, auto-tiering and reflexive rewards functions.
Caesars Entertainment Inc announced it is the first in the industry to launch IGT’s newest installment of its beloved slot title, Kitty Glitter Grand. The game is now live across Caesars Palace Online Casino, Horseshoe Online Casino, and Caesars Sportsbook & Casino in New Jersey, Pennsylvania, Michigan, West Virginia, and Ontario. It’s also available at Caesars Rewards destinations in Atlantic City, including Caesars and Harrah’s, with Tropicana set to join the lineup soon, subject to final regulatory approval. This debut marks IGT’s first simultaneous exclusive launch of a game both online and in casinos in the US. As a result, Caesars is currently the only place where fans of the Kitty Glitter franchise can experience this latest installment, whether in person or online.
The post Gaming Americas Weekly Roundup – August 4-10 appeared first on European Gaming Industry News.
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