Conferences in Europe
Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support
HIPTHER, organizer of the Prague Gaming & TECH Summit 2025, is excited to welcome Cloudfresh as the Networking Break Sponsor, a company empowering businesses with top-tier cloud services. As a Zendesk Premier Partner, Cloudfresh specializes in integrating, optimizing, and scaling the best in-class cloud solutions, acting as a vital link between companies and cloud technologies. In this exclusive interview, we speak with Vita Usatyuk, Sales Executive at Cloudfresh, to explore how AI, omnichannel support, and personalized player interactions are reshaping customer service in gaming.
Player support is becoming a crucial factor in gaming retention. How can integrated customer service solutions enhance player satisfaction and engagement while keeping gamers in the game?
Integrated customer service solutions are essential for enhancing player satisfaction and engagement, ultimately driving player retention. By providing support across various channels like chat, messaging, phone, and email, gaming companies can meet players where they are, offering seamless and convenient assistance. This omnichannel approach ensures that players can easily reach out for help before, during, or after a game. Furthermore, AI-powered tools can provide instant help and personalized interactions, addressing player needs proactively and efficiently. A robust support system contributes significantly to a positive gaming experience, fostering loyalty and encouraging players to stay engaged with the game.
The gaming industry faces unique challenges in customer support, from omnichannel demands to peak traffic surges. How does Cloudfresh leverage Zendesk to help gaming companies streamline support operations and optimize agent workload?
The gaming industry presents unique customer support challenges, including omnichannel demands and peak traffic surges, especially during new release windows. We in Cloudfresh implement Zendesk solution for the customer support to help gaming companies streamline their support operations and optimize agent workload. Zendesk offers a unified platform that integrates various support channels, enabling agents to manage interactions from a single workspace. AI-powered automation can handle routine inquiries, allowing agents to focus on complex issues. Zendesk also provides tools for intelligent ticket routing, workforce management, and performance monitoring, which helps optimize agent efficiency and ensure timely issue resolution.
Personalization is key to delivering a top player experience. How can gaming brands use AI-driven customer support to provide more tailored interactions and proactively address player needs?
Personalization in gaming support is no longer a luxury, it’s a necessity. AI-driven solutions are empowering gaming companies to meet this demand in innovative ways. Here are some practical examples:
- AI Agents for 24/7 Support and Instant Answers: Players expect support around the clock. Zendesk’s AI Agents can provide instant, accurate answers to common questions, drawing from your knowledge base. This ensures players get the help they need immediately, any time of day.
- Intelligent Triage and Routing: AI can analyze incoming support tickets and route them to the right agent or team based on the player’s issue, game, or platform. This ensures that players are connected with specialists who can address their specific needs efficiently.
- Proactive Support and Personalized Recommendations: By analyzing player data and behavior, AI can help anticipate common issues and proactively offer solutions or tips. This could include in-game notifications, personalized FAQs, or tailored support articles. For example, Kaizen Gaming, a European eGaming company, delivers 95% resolution at first contact with live chat and 360° views of customers. This level of insight allows for highly personalized and proactive support.
- Automation for Scalability: Gaming companies often experience peak support volumes around game releases or updates. Zendesk’s automation capabilities, enhanced by AI, can handle surging ticket volumes and reduce wait times. Play Games24x7, an Indian online gaming company, reduced their resolution time by 68% by leveraging Zendesk automation and analytics. This demonstrates the power of AI in scaling support operations efficiently.
By leveraging Zendesk’s AI-driven features, gaming companies can provide more tailored, efficient, and proactive support experiences, ultimately driving player satisfaction and loyalty.
Cloudfresh has extensive expertise in implementing and optimizing Zendesk solutions for gaming businesses. Can you share a recent success story where your solutions significantly improved customer experience?
Yes, we have many success stories, and one recent example is our work with Bloober Team, a renowned game development studio specializing in psychological horror games. Bloober Team faced challenges in providing efficient player support, especially during peak times around game releases. They needed a solution that could scale, provide comprehensive data from players, and streamline their support workflow.
We implemented Zendesk’s Enterprise Suite for Bloober Team, including add-on apps and a custom ticket form to gather essential information from players. We also integrated DeepL for translation to assist with their diverse player base.
The results were transformative. Bloober Team now has a robust system to manage player support, allowing them to react quickly to issues and provide timely solutions. This has significantly improved their ability to maintain contact with players, address concerns, and ultimately enhance the player experience. This case demonstrates our ability to tailor Zendesk solutions to the specific needs of gaming companies, helping them to overcome support challenges and foster stronger player relationships.
At the Prague Gaming & TECH Summit 2025, AI and automation in gaming support will be major discussion points. How do you see AI-driven support evolving in the next few years, and what should gaming operators focus on to stay ahead?
It’s clear that AI is no longer a future possibility in gaming support – it’s the present and the driving force of its evolution. We’re seeing a distinct separation between companies that are embracing AI and those that aren’t. Those “CX Trendsetters” are pulling ahead, and gaming operators need to be in that category. It’s not just about replacing human agents either; it’s about ‘human-centric AI.’ We’re talking about augmenting agents, giving them superpowers to handle complex issues while AI handles the routine.
Looking ahead, expect AI to get even smarter – predictive, hyper-personalized, with more natural conversations. And it’s not just chatbots anymore; AI-powered automation will touch every support channel, creating those seamless omnichannel experiences players demand. Crucially, AI will provide a wealth of data and insights, allowing for data-driven optimization of support strategies.
So, for gaming operators who want to stay ahead, it boils down to this: invest strategically in AI, empower your agents to work alongside it, focus on leveraging those AI-driven insights, build systems that can scale and adapt, and, of course, prioritize data security. That’s from my point of view the roadmap for success in the AI-driven future of gaming support.
With Cloudfresh at the Prague Gaming & TECH Summit 2025, this year’s event will showcase the latest innovations in AI-driven player support and customer service strategies. Don’t miss the opportunity to connect with industry leaders, gain exclusive insights, and explore the future of gaming support technology!
The post Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support appeared first on European Gaming Industry News.
Affiliate Industry
Affiliate Leaders Summit Grows 40% as Global Operators and Affiliates Flock to Lisbon
Following a successful run, the Affiliate Leaders Summit will make its return to the Feira Internacional de Lisboa (FIL) this September, now expanded to a three-day format and featuring the debut of the Affiliate Leaders Awards.
Taking place from 16–18 September, the Affiliate Leaders Summit runs alongside SBC Summit as a focused, standalone platform for affiliates, affiliate managers, and enabling suppliers. It also delivers a more targeted networking and learning experience, with a dedicated content stage and curated audience of 8,000 operator representatives and 3,500 affiliates.
Affiliate Leaders Summit delegates will also enjoy full access to wider SBC Summit features, including evening socials, the main expo floor, and Super Stage keynotes from leading voices such as Gary Vaynerchuk.
Rasmus Sojmark, Founder and CEO of SBC, said: “Last year’s launch of the Affiliate Leaders Summit was a big milestone for us. The response was incredible, but we knew we could do even more. That’s why this year, we’re giving it the time it deserves; three full days to ensure attendees can take in everything this event has to offer.
“We’re also introducing the Affiliate Leaders Awards, which I’m personally very excited about. Affiliates play a vital role in this industry, and it’s time we had a platform that truly celebrates their work alongside the operator programmes and suppliers who help make it all happen.”
A 40% expansion of the 2025 show floor also underscores the event’s rising influence, following 2024’s debut that earned standout NPS ratings—79 from affiliates and 68 from operators. This year’s exhibitor list is stacked with leaders of the field, including Catena Media, Clever Advertising, Evoke, Flashscore, Kaizen Gaming, Medier, Megapari, Novibet, and Shake, offering attendees direct access to key players across the affiliate and operator landscape.
On the conference side of things, the Affiliate Leaders Stage at this year’s summit delivers a powerful three-day journey through the evolution of affiliate marketing, starting with the martech tools redefining performance and partnerships, moving into audience-focused strategies that tap into community-driven SEO and smarter collaboration, and culminating in a forward-looking exploration of AI, diversification beyond Google, and the future role of affiliate managers.
With debates, CEO insights, hands-on workshops, and panels tackling everything from automation and CRM to content authenticity and deal transparency, this stage arms attendees with the ideas, tools, and strategies needed to thrive in a rapidly shifting digital landscape.
The conference sessions will bring together some of the biggest names in affiliate marketing, including Jonathan Edelshaim (CEO, Natural Intelligence), Elaine Gardiner-Ruddock (Managing Director, TAG Media), Peter Gunni (CEO, Traffic Lab), Filip Komljenovic (Head of Sales, Sofascore), Deb Lee (Director of AI & Data Operations, CILA, Entain), Andre Machado (CCO, Clever Advertising), Leanne Muleba (Chief Operations Officer, Matching Visions), and Johan Styren (CEO & Co-founder, Dilanti Media).
Those joining the Affiliate Leaders Summit will benefit not only from the tailored content on the dedicated stage and Super Stage but also from the addition of the Global Markets and Emerging Markets stages. With affiliates and operators among the most curious about cross-border growth, these new stages provide an ideal opportunity to explore regional strategies and understand new audiences.
Affiliate and operator attendees can expect the VIP treatment at the Affiliate Leaders Summit, with complimentary access to the event’s premium evening networking lineup. That includes the high-energy Opening Party with Joel Corry and Imanbek, and the return of INFINITY Lisbon, featuring electrifying performances from Alok and Timmy Trumpet.
Sojmark added: “The Affiliate Leaders Summit is designed to make networking and easier by giving you a dedicated space to connect. But the hospitality doesn’t stop there. You’re part of the full SBC Summit experience. With access to all six stages, complimentary food and drinks at the Food Festival, and the freedom to explore every area of the event, you’re welcome to engage as widely as you like. The Affiliate Leaders Summit simply helps you focus your efforts where they matter most.”
Affiliate or operator? Get your free pass now.
Not an operator or affiliate? Here’s how to get a pass:
VIP Event Pass – Enjoy full access to the event, including: all conference sessions, evening networking parties, pre-loaded food festival wristband with €30, and post-event access to all content.
Group VIP Event Pass – Get VIP Event Passes for just €400 each (a saving of €200 per ticket!) when you buy three or more passes (Perfect for bringing the team along!)
Expo+ Pass: Gain access to the full exhibition floor and all conference sessions across the three days. This does not include access to our exclusive VIP evening networking events.
Expo Only Pass: Free to attend, this pass gives you access to the exhibition floor – perfect for networking and exploring the show without attending the conference sessions.
The post Affiliate Leaders Summit Grows 40% as Global Operators and Affiliates Flock to Lisbon appeared first on European Gaming Industry News.
Conferences in Europe
2025 Gaming in Germany Conference to address black market data, business developments & more!
The 2025 Gaming in Germany Conference, set to take place Tuesday, November 11, 2025, will once again be THE place to get the latest information on Germany’s online gambling market.
Speakers & topics
The Gaming in Germany Conference is an annual event for everyone who is professionally involved in Germany’s regulated online gambling industry.
The conference will cover topics such as the latest regulatory developments (including the upcoming review of the 2021 State Gambling Treaty), IP blocking, black market growth, player protection, marketing, compliance, and much more.
Confirmed speakers include:
- Jörg Hofmann, Senior Partner, Melchers Law
- Senior GGL representative
- Senior ZEAL representative
- Mathias Dahms, President, DSWV
- Dirk Quermann, President, DOCV
- Christian Heins, Director iGaming, Tipico
- Birgitte Sand, CEO, Birgitte Sand & Associates
- Josh Hodgson, COO, H2 Gambling Capital
Willem van Oort, Founder of Gaming in Germany, commented: “Like in many other European markets, calls for stricter regulations have put black-market growth in the spotlight. In Germany in particular, there exists significant controversy about the true market share of offshore operators. We intend to share specific and concrete data at this year’s conference. We are very happy that the German regulator will be present, as well as all the major industry voices. If you are in any way interested in the future of the German iGaming market, this event is not to be missed.”
Business operations & breakout sessions
In addition to high-level regulatory and policy-related information, the 2025 Gaming in Germany Conference also offers profoundly practical information on topics such as KYC, AML, data protection, payment solutions, and much more. Breakout sessions will be hosted by trained experts and are highly interactive.
Get practical information to give your day-to-day operations a boost!
Call for speakers
If you are interested in delivering a presentation or participating in a product or service-themed breakout session, please contact Gaming in Germany founder Willem van Oort for more information regarding opportunities and possibilities.
We are specifically looking for expertise on business topics such as media & marketing, affiliation, compliance, and operations.
Practical information
The 2025 Gaming in Germany Conference takes place Tuesday, November 11, 2025, at the DoubleTree Hilton Ku’damm in Berlin – just 100 meters from the magnificent Kurfürstendamm!
Registration for the event is now open: https://bit.ly/GiGC2025
See you in Berlin!
The post 2025 Gaming in Germany Conference to address black market data, business developments & more! appeared first on European Gaming Industry News.
From 16–18 September 2025, the global sports betting and iGaming community will converge at the Feira Internacional De Lisboa for SBC Summit 2025 – an industry-defining exhibition and conference designed to bring scale, structure, strategic dialogue and actionable business opportunities to the evolving gaming landscape.
This year’s edition is set to welcome 30,000 delegates and will unfold across an expanded 135,000 square metre venue space. With 700+ exhibitors, 550+ speakers, and a structured layout spanning 5 vertical-specific zones, the event reflects both the complexity and global reach of today’s gaming ecosystem.
An Evolving Format to Match Industry Needs
The layout of SBC Summit 2025 has been carefully designed to reflect the multifaceted nature of the gaming industry. Each of the five dedicated zones will focus on a key vertical, with its own exhibition floor, conference stage, and networking areas. This format aims to enhance relevance for attendees by enabling more focused exploration, conversation, and business development.
In addition to these zones, the event will host two specialist summits:
- Affiliate Leaders Summit
- Payment Expert Summit
These dedicated summits allow for deeper interaction among professionals operating in specific areas of the gaming value chain.
A Multi-Stage Conference Agenda
The conference programme will span seven stages, hosting over 550 speakers. Among many highlights will be headline speaker appearances from global superstars – such as marketing & tech pioneer Gary Vaynerchuck, with others to be announced shortly. Sessions are set to address core topics such as:
- Application and implementation of Web3.0, AI, Blockchain and other booming technologies
- Player protection and responsible gaming
- Evolving regulation and compliance in Global & Emerging markets
- Payment solutions and financial innovation
- Advances in iGaming and casino tech
- Affiliate strategies and performance marketing
Session formats will vary – including keynotes, workshops, and roundtable discussions– designed to encourage both knowledge sharing and interactive dialogue.
Beyond the Sessions: Networking and Media Infrastructure
To support both formal and informal engagement, the venue will also feature a dedicated media headquarters and a food festival area – offering relaxed settings for interviews, content creation, and spontaneous networking.
SBC Summit 2025 continues to position itself as a significant touchpoint for industry professionals seeking not only visibility, but also long-term growth opportunities and strategic partnerships.
Evenings of Connection: Networking Events & Infinity Lisbon Closing Party
SBC Summit 2025 isn’t just about the sessions and exhibition floor – it’s about the connections that spark after hours. This year’s lineup of networking events invites delegates to experience Lisbon’s vibrant nightlife through a curated series of parties, dinners, and celebrations hosted at the city’s most iconic venues.
The week kicks off with the SBC Summit Opening Party on Tuesday, 16 September, at Urban Beach – one of Lisbon’s hottest night spots – featuring headline sets by international DJs Joel Corry and Imanbek. It’s the perfect setting to unwind, network, and set the tone for the days ahead.
On Wednesday, 17 September, a trio of exclusive events will unfold across Lisbon:
- The C-Level & Operator VIP Dinner & Networking Party at SUD Lisboa, offering luxury dining and breathtaking views of the 25 de Abril Bridge from its rooftop terrace
- The Payment Expert Summit VIP Dinner & Party at Kais Restaurante Bar, designed for professionals in the Emerging Tech and Payments sphere
- And the Affiliate Leaders Awards 2025 at MEO Arena, celebrating affiliate excellence with a glamorous awards ceremony and gala dinner
The Summit culminates in a spectacular finale: the Infinity Lisbon Closing Party 2025, held on Thursday, 18 September at the iconic MEO Arena. With superstar DJs Alok and Timmy Trumpet headlining, this event promises to be a high-energy, unforgettable close to an impactful week of business and celebration.
From casual mingling to VIP experiences, SBC Summit 2025 ensures that meaningful connections happen at every level – both on and off the show floor.
For full details, visit the official event site: sbcevents.com/sbc-summit
The post SBC Summit 2025: Scaling Connections and Industry Dialogue in Lisbon appeared first on European Gaming Industry News.
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