Industry News

When Times are Tough – Calling is Caring

Published

6 years ago

April 22, 2020

Reading Time: 3 minutes

Mikael Hansson, CEO of Enteractive, says that online gambling operators can still retain players even during the global sports blackout so long as they pick up the phone and give them a call

The global online gambling industry is facing a global challenge due to the ongoing crisis with cancelled sports events and many other difficulties. This is also the time for operators to show that they really care about their customers, and with the right approach they can come out on the other side with strengthened customer relationships.

This is absolutely the case for online sportsbook operators who are struggling to fill the void left by the world-wide cancellation of matches, tournaments and events.

While online casino and poker operators are seeing a rise in the number of players visiting their brands, there are concerns being raised over responsible gambling during this time.

This has seen regulators in countries such as Spain take fairly drastic measures such as banning all gambling advertising for the duration of the country’s lockdown.

But operators – even online sports betting sites – can and should be taking additional steps to reach out to players to reassure them and to remind them about the safe gaming tools offered.

Firstly, this is absolutely the right thing to do when it comes to being a responsible operator, and secondly it is a good opportunity to show players they are valued.

Retention is going to be critical if online gambling operators are to weather the storm. Opening a direct line of communication with customers is absolutely the best way to do this.

This is certainly the case for sportsbook brands who have to think of other ways to provide entertainment and value to customers while players and teams sit idle.

Pick up the telephone and speak to customers:

The best way of communicating with players is to pick up the telephone and speak with them directly. This allows for a human connection to be made.

Over the past week, we have seen that a quick phone call just to check in is highly valued by the customer, even with no sports events being held and limited betting markets offered.

You could simply ask how the player is doing, enquire about their situation – are they working from home, what are they doing to keep busy, etc.

Remember, this is a time where a lot of people are being forced to stay indoors and not spend time meeting with family and friends.

A quick call from their favourite sportsbook brand provides the feeling of community and socialisation they are seeking and strengthens their positive feelings towards the brand.

Of course, a good conversation would also open up to talk about additional game verticals such as virtuals, poker or casino and they can remind the player about these options.

But that’s not really what this is all about – It’s about relationships.

The main reason for calling customers is to strengthen the relationship between player and brand, not to upsell them additional products and services. That has always been the reason and it does not change because of changed circumstances.

Anecdotally, online poker has enjoyed a resurgence since sports events have been cancelled and lockdowns put in place – there is a great deal of cross-over between sports and poker.

So, if the sportsbook operator also has a poker product and the person talking to a customer thinks the player would enjoy poker, it is of course ok to make them aware of it.

Naturally, if the online gambling brand is able to build a stronger relationship with the player, they are highly likely to remain loyal to the brand and an increase in revenues occurs as a result, so caring for players does indeed have an undisputable ROI.

Re-think how you communicate with players:

Given increasing restrictions regarding how online gambling operators can market to players during the crisis, there is an opportunity for operators to rethink their communication strategies.

Because they are not able to target players with bonuses and incentives during this time, they are going to have to engage with them in different ways – as mentioned above.

But many will find that this actually improves the relationship they have with their players. This in turn will drive loyalty and ultimately retention even during these uncertain times.

It really just comes down to showing players that you value them and that you truly care.

Ainsworth Game Technology

AGEM Announces Board Of Directors Elected at 2026 Annual Meeting

Published

1 day ago

March 17, 2026

GamingAmericas.com

agem-announces-board-of-directors-elected-at-2026-annual-meeting

The Association of Gaming Equipment Manufacturers (AGEM) announced that its membership elected a new Board of Directors at its 2026 Annual Meeting. AGEM Board Chair Ryan Comstock, Acting Chief Executive Officer at Ainsworth Game Technology, was not up for election as he transitions into the second year of his two-year term as Chair and led the meeting which approved one-year terms on the Board of Directors for:

• Elaine Hodgson, DIRECTOR (President / CEO, Incredible Technologies)

• Lauralyn Sandoval, DIRECTOR (Vice President of Gaming Strategy & Business Development, Aristocrat Gaming)

• Phil O’Shaughnessy, DIRECTOR (Vice President, Global Communications, Government Relations & Sustainability, IGT)

• Steve DiMasi, DIRECTOR (Senior Vice President of Global Government Affairs & Business Development, Light & Wonder)

• Randy Gilbert, SECRETARY (Chief Executive Officer, TableTrac)

• Thomas Jingoli, TREASURER (President & Chief Operating Officer, Konami Gaming).

The AGEM Board of Directors also approved one-year terms as ex-officio/non-voting members on the Board of Directors for:

• Cassie Stratford, EX-OFFICIO DIRECTOR (Senior Vice President, Legal Operations & Compliance–Boyd Gaming Corporation; Global Gaming Women Advisory Board Member)

• Bob Parente, EX-OFFICIO DIRECTOR & ASSISTANT TREASURER (Executive Vice President & Chief Business Development Officer, Light & Wonder).

The post AGEM Announces Board Of Directors Elected at 2026 Annual Meeting appeared first on Americas iGaming & Sports Betting News.

Industry News

QTech Games recruits banking and AI leader Jonny Youssef as CTO to drive next phase of its growth journey

Published

1 day ago

March 17, 2026

Wladimir P.

qtech-games-recruits-banking-and-ai-leader-jonny-youssef-as-cto-to-drive-next-phase-of-its-growth-journey

QTech Games, the leading game aggregator for emerging markets, has appointed Jonny Youssef as Chief Technology Officer (CTO) to lead the next phase of the company’s technology organisation, innovation and technology strategy as QTech accelerates its global expansion. Jonny will lead the continued development of QTech’s platform architecture and engineering organisation, focusing on scalability, AI-driven capabilities and next-generation tools designed to support operators and content partners across fast-growing markets. Jonny brings more than 20 years of technology leadership experience across banking, fintech, SaaS platforms and AI-driven innovation. His background combines enterprise-scale infrastructure expertise with hands-on experience building and scaling digital platforms and emerging technology systems. Previously, Jonny served as Head of Innovation for Swedbank Group Lending & Payments, where he led digital initiatives across lending, payments, APIs and digital channels within one of the Nordic region’s largest banking groups. He has also held senior technology leadership roles at Entercard Group, overseeing technology infrastructure and mission-critical production environments supporting large-scale payment operations across Nordic markets. Alongside his enterprise leadership experience, Jonny has founded and scaled several technology ventures and digital platforms. As a technology founder and CTO, he has led the design and development of international platforms operating across Europe and Asia, building distributed engineering teams and scalable digital infrastructure.

In recent years, Jonny has contributed to the development of next-generation AI and sustainability technology initiatives, including work with Circular Living and Biotonomy, where advanced AI, IoT and Edge AI systems are used to power intelligent environments, autonomous infrastructure and real-time operational insights. Beyond his commercial initiatives, he is also a board member and early contributor to The AI Community of Sweden, a national innovation network connecting professionals, enterprises and academia to collaborate on AI innovation. At QTech Games, Jonny will focus on strengthening the company’s technology foundations as it continues to scale globally, enhancing AI-driven functionality, automation and analytics capabilities that enable partners to unlock greater value from the platform. He will also oversee QTech’s engineering and technology teams to ensure continued innovation while maintaining the speed, reliability and integration flexibility that have become hallmarks of QTech’s aggregation platform.

QTech Games’ CEO, Philip Doftvik, said: “We’re delighted to welcome Jonny to QTech at an important moment in our growth journey.

“He brings a rare combination of enterprise technology leadership, platform-building expertise and forward-looking innovation in AI and automation. His experience across banking infrastructure, global digital platforms and emerging technology ecosystems makes him uniquely positioned to guide us through its next phase of technological evolution.

“As we continue to expand across emerging markets, Jonny’s leadership will help ensure we remain at the forefront of innovation — delivering scalable infrastructure, AI-driven insights and powerful technology solutions that help our partners grow.”

Jonny Youssef added: “QTech Games has built a strong reputation as one of the most innovative and reliable aggregation platforms serving emerging markets.

“What impressed me most is the company’s focus on speed, simplicity and partner success — combined with a clear ambition to continue evolving the platform through technology. I’m excited to join the team at a time when AI, automation and data-driven capabilities are creating new opportunities to deliver even greater value to operators and game providers.

“My focus will be on strengthening the platform architecture, scaling our technology capabilities with AI and supporting the next phase of QTech’s growth.”

The post QTech Games recruits banking and AI leader Jonny Youssef as CTO to drive next phase of its growth journey appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

GameOn

GameOn Expands Fractional CMO Division with Appointment of Roxana Nazalu

Published

1 day ago

March 17, 2026

Wladimir P.

$gameon-expands-fractional-cmo-division-with-appointment-of-roxana-nazalu$

GameOn, the specialist iGaming marketing and PR agency, has added Roxana Nazalu to its growing GameOn CMO team.

Roxana joins as a Fractional CMO and in a consulting capacity. She will be responsible for supporting clients across campaign strategy, creation and implementation.

Roxana is one of the most experienced iGaming marketers in the industry, having worked for some of the biggest names in the business.

This includes the likes of Las Vegas Sands, Casimba Gaming, Aspire Global and Pragmatic Play.

This experience led her to launch Orange Synapse, a specialist agency serving iGaming providers in markets across the world.

Roxana’s appointment as a Fractional CMO Consultant marks a deeper collaboration between GameOn and Orange Synapse, allowing each to offer a wider range of products and services to its respective clients.

GameOn’s Fractional CMO service has gone from strength to strength since launching back in October 2024.

Led by Alex Wilson, it allows clients to unlock the benefits of a full-time CMO but on a fractional basis, making it the perfect option for start-ups and smaller organisations in growth phase. It’s also a great option for established organisations, allowing them to embrace marketing as a revenue engine and not just a support function, but with board-level accountability.

Alex Wilson, Head of Marketing Division at GameOn, said: “We are delighted to welcome Roxana to the GameOn CMO team at such a pivotal moment for our agency. Since launching our fractional service in 2024, the demand for high-level strategic leadership, without the overhead of a full-time executive, has exploded.

“Roxana is a powerhouse in the iGaming space and her track record with global giants like Pragmatic Play and Las Vegas Sands speaks for itself.

“By bringing her expertise into the fold, we’re not just adding a consultant, we’re significantly deepening our strategic offering and ensuring our clients have access to the very best marketing minds in the business.”

Roxana Nazalu, Fractional CMO Consultant at GameOn, added: “Joining forces with GameOn is a natural evolution for me and a fantastic opportunity for Orange Synapse.

“I’ve always admired GameOn’s reputation for delivering clear, results-driven PR and marketing within the iGaming sector. This collaboration allows us to offer a truly holistic service, bridging the gap between high-level strategy and technical implementation for slot studios, operators, affiliates, payment providers and other industry stakeholders.

“My focus will be on helping clients navigate complex markets and scale their brands with the agility that the fractional model provides. I look forward to working alongside Alex and the team to drive meaningful growth for our partners.”

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