Press Releases

Zendesk’s customer experience research reveals power of one “seamless conversation”

Published

6 years ago

January 31, 2020

Elisabeth Zornes, Chief Customer Officer at Zendesk

“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/.

Awards

Slotsoo Awards 2026 Celebrate the Best Casinos and Game Providers

Published

16 hours ago

July 24, 2026

Wladimir P.

slotsoo-awards-2026-celebrate-the-best-casinos-and-game-providers

Slotsoo is proud to announce the winners of the Slotsoo Awards 2026, recognising the online casinos and game providers that have delivered the best player experiences over the past year. Now firmly established as an annual celebration of excellence, the awards continue to recognise the companies setting new standards for quality and innovation across the iGaming industry.

Spotlighting the Best Game Providers of 2026

Following last year’s successful debut, the Slotsoo Game Provider Awards returned for a second year to recognise the studios pushing online slots forward through original ideas, engaging gameplay, and consistently high-quality releases. This year’s winners are:

The Machine MVP – Pragmatic Play
Bonus Buyer – Eurasian Gaming
Volatility Virtuoso – 1spin4win
Jackpot Jumbo – Platipus Gaming
Symphony Spinner – Peter & Sons
Reel Renegade – TaDa Gaming
Promising Prodigy – EXCO Game Studio

Pragmatic Play retained the prestigious Machine MVP award for a second consecutive year, while every other category crowned a new winner, highlighting the emergence of fresh talent and new ideas among game providers.

Casino Awards Return for a Fourth Year

Since their debut in 2023, the Slotsoo Casino Awards have celebrated the operators raising the standard for online casino experiences. This year’s winners continue that tradition, earning recognition for excellence across bonuses, withdrawals, gamification, and overall quality. The seven winners for 2026 are:

The Gambling GOAT – Lunar Spins
The Bonus Buff – Go4Casino
The Loyalty Lord – Valhalla Wins
The Withdrawal Wizard – Taste Vegas
The Gamification Guru – Lucky Fuel
The Payout Professor – Stupid Casino
The Noisy Newcomer – Kudos Bet

While the Game Provider Awards saw several first-time winners, the Casino Awards reflected the continued strength of a few established operators. C24 Partners enjoyed a particularly successful year, with four awards going to brands from its portfolio, including the main trophy The Gambling GOAT.

Recognition That Goes Beyond Popularity

Unlike many industry awards, the Slotsoo Awards are not decided by public voting. Winners are selected by the Slotsoo team after evaluating casino operators and game providers throughout the year. Each nominee is assessed on factors such as player value and innovation.

This approach ensures that both established industry leaders and ambitious newcomers have an equal opportunity to be recognised. Whether it’s a casino redefining loyalty rewards or a game studio introducing fresh mechanics, the awards highlight companies that genuinely move the industry forward.

Other News from Slotsoo.com This Summer

The Slotsoo Awards weren’t the only milestone for the company this summer. In June, the team attended the HIPTHER Baltics & Nordics Gaming Conference in Tallinn, connecting with industry professionals, exploring the latest developments in iGaming, and returning home with plenty of inspiration.

July marked the publication of Slotsoo’s first book, The Casino Player’s ABC, written by Markus Björk, Head of Content. This tongue-in-cheek ABC book for adults takes a humorous look at the ups and downs in slot gaming. Markus Björk comments:

“The awards and the book may seem like very different projects, but they share the same goal. Both are about celebrating what makes this industry unique and helping players navigate it with a sense of humour.”

With another successful awards season, the publication of their first book, and an active presence at industry events, 2026 has been one of Slotsoo’s busiest and most exciting years to date.

The post Slotsoo Awards 2026 Celebrate the Best Casinos and Game Providers appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

Endorphina

Endorphina releases Zalatar online slot with Hold and Win jackpots

Published

17 hours ago

July 24, 2026

Wladimir P.

endorphina-releases-zalatar-online-slot-with-hold-and-win-jackpots

Endorphina has launched Zalatar, a new myths-and-legends themed online slot, expanding its recent run of fantasy-leaning releases.

The supplier said Zalatar is a 5-reel, 3-row game with 25 fixed paylines, 96.03% RTP and high volatility.

Feature-wise, Endorphina said the title includes a Mystery Pick ‘Em feature, three Hold And Win Bonus Games, and Scatter and Wild mechanics. During Hold And Win, the company said “colorful orbs” can award Collector and Multiplier functions, plus Min, Mid, Max, and Ultra Jackpots.

The game also includes Endorphina’s Risk Game, where the company said players can double wins up to 10 times by beating the dealer’s card.

Endorphina said Zalatar is available across mobile, tablet and desktop. The Prague-based supplier also reiterated that its portfolio includes “210+” slots and partnerships with “6,000+” operators worldwide.

The post Endorphina releases Zalatar online slot with Hold and Win jackpots appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

creator-economy

DuelBits says its Justin Gaethje UFC campaign drove 122m verified views

Published

17 hours ago

July 24, 2026

Wladimir P.

duelbits-says-its-justin-gaethje-ufc-campaign-drove-122m-verified-views

DuelBits says its JUSTIN2026 campaign with UFC fighter Justin Gaethje generated more than 122 million verified clip views and contributed to “one of DuelBits’ strongest UFC betting events in recent memory.” The operator said the campaign exceeded its KPI target of 100 million impressions and was distributed through a network of more than 140 creators.

The campaign was framed by DuelBits as a challenge to the industry’s common approach to athlete and influencer partnerships, arguing that many operators wait until an athlete’s commercial value peaks.

Jasper Hoekert, Chief Marketing Officer at DuelBits, said: “Too many operators approach ambassador partnerships as sponsorship deals. They wait until someone has already become one of the biggest names in sport before trying to work with them. At that point, everyone is competing for the same audience, the same inventory and the same headlines.”

Hoekert added: “The real opportunity is identifying athletes who perfectly align with your audience before they’re the obvious choice. If you genuinely believe in someone, you can build something together rather than simply renting their reputation once they’ve already made it.”

DuelBits said the JUSTIN2026 activation was built around a “premium hero film” supported by six short-form edits, behind-the-scenes videos and photography, with creator-led distribution across social media and MMA communities. The operator also said the flagship content was integrated into Gaethje’s “Art of Violence” YouTube series to extend the campaign beyond a single event window.

The company positioned distribution strategy as a key lever alongside content production. Hoekert said: “A brilliant piece of creative means very little if nobody sees it. We’ve reached a point where distribution deserves just as much strategic attention as the content itself. Working with creators, community pages, and trusted media partners allows campaigns to travel much further than relying on your own social channels alone.”

DuelBits also argued that modern KOL and ambassador campaigns should be assessed beyond top-line reach. “Views are an important benchmark because they show you’ve earned attention, but attention isn’t the finish line,” Hoekert said. “What matters is whether that attention drives action. In our case, we saw strong promotional code engagement alongside one of our best-performing UFC betting nights. That’s when you know the creative has delivered genuine business value rather than just impressive headline numbers.”

The post DuelBits says its Justin Gaethje UFC campaign drove 122m verified views appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.