Industry News
Zendesk’s customer experience research reveals power of one “seamless conversation”
“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/.
Continent 8 Technologies, a leading provider of managed IT solutions for the global iGaming and online sports betting industry, has appointed Cris Kuehl as its Chief Data, Information & AI Officer.
Cris brings over 20 years of expertise in AI, analytics, and data strategy, with senior roles including VP of Artificial Intelligence & Data Science at Akkodis and Global Head, CX Analytics & AI at Foundever. His career focuses on helping regulated organisations adopt secure, scalable, and practical AI capabilities.
At Continent 8, Cris will oversee the company’s global data, AI, and information strategy, driving innovation in analytics, automation, cybersecurity, and customer-centric intelligence. He will also shape AI-enabled product development, champion responsible AI practices, and strengthen data governance for the iGaming, tribal, and enterprise sectors.
Michael Tobin, CEO and Founder of Continent 8, said:
“Cris’ expertise across data, AI, and regulated environments is a perfect fit for our organisation. His leadership will help us provide secure, high-performance solutions that deliver measurable value to customers.”
Cris Kuehl added:
“I’m thrilled to join Continent 8 at such a pivotal moment. AI is transforming how organisations operate, collaborate, and protect their data. Continent 8 is uniquely positioned to lead this transformation in the iGaming and online sports betting sector, and I’m excited to drive the next chapter of innovation.”
The post Continent 8 appoints Cris Kuehl as Chief Data, Information & AI Officer appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Pragmatic Play, a leading iGaming content supplier, has launched Gates of Olympus Roulette, a live casino experience that merges classic roulette with thrilling slot-action, delivering a game show truly fit for the gods.
Set in a temple-inspired studio with a marble-encased roulette wheel at its centre, the game immerses players in a Grecian fantasy world, complete with striking visuals, dramatic sounds, and charismatic presenters.
Each spin offers the chance to hit a Bonus Number and up to seven Lucky Numbers, carrying multipliers of 50x–250x to boost straight-up bets. The Super Booster feature further amplifies wins by multiplying the Bonus and selected Lucky Numbers 2x–10x, enabling potential payouts of up to 2,500x in the base game and 10,000x in the bonus round.
Landing the Bonus Number triggers the Gates of Olympus bonus game, where Zeus presides over a 6×5 slots grid. Starting with 15 spins, players win whenever 8–12+ matching symbols appear anywhere on the reels. Multipliers up to 500x can strike randomly on any spin or tumble, and three or more scatters award five additional spins.
Following the success of Sweet Bonanza CandyLand, which brought the iconic Sweet Bonanza slot to live casino audiences, Gates of Olympus Roulette underscores Pragmatic Play’s expertise in transforming beloved slot IPs into cross-vertical live experiences. The launch complements recent game show hits like Money Time and Mega Roulette 3000.
Sharon McHugh, Director of Public Relations at Pragmatic Play, said:
“Gates of Olympus Roulette is a spectacular addition to our portfolio, bringing one of our most celebrated IPs into the live casino spotlight. The epic studio design, dynamic roulette-slot fusion, and immersive Grecian theme showcase Pragmatic Play’s commitment to creating truly standout player experiences.”
The post PRAGMATIC PLAY BRINGS LEGENDARY SLOTS IP TO LIVE CASINO WITH GATES OF OLYMPUS ROULETTE appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Online casino Prime Casino is giving players the chance to win a once-in-a-lifetime VIP Football Experience in the USA this summer.
Running now until 7 June 2026, new players who deposit a minimum of £10 will receive 155 free spins on Football Cash Collect and can participate in freeroll tournaments and raffles, all leading to the ultimate football prize.
VIP Treatment Stateside
With international football heating up, 48 teams will compete across Canada, Mexico, and the USA. Winners of Prime Casino’s VIP Football Experience will enjoy a guest pass, quarter-final match tickets, VIP hospitality, covered accommodation, and flight contributions.
England, second favourites to replicate their 1966 triumph, face Croatia, Ghana, and Panama in the group stage, with a potential quarter-final against Brazil looming. Scotland will also compete, starting against Haiti before facing Morocco and Brazil.
Play for Prizes
Eligible players can join a series of freeroll tournaments and raffles, featuring prizes including cash, free spins, and the headline VIP Football Experience.
Freeroll Tournament Prizes:
- 1st: VIP Football Experience
- 2nd: £1,500 cash (TV prize)
- 3rd: £1,000 cash (Free Pizza for a Year)
- 4th–100th: 150 free spins
- 101st–200th: 125 free spins
- 201st–300th: 100 free spins
- 301st–400th: 60 free spins
- 401st–500th: 40 free spins
- 501st–600th: 25 free spins
- 601st–650th: 15 free spins
Raffle Prizes:
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Full terms and conditions: Prime Casino Football Experience
18+ GambleAware.org
Dom Aldworth, Head of Brand Marketing at Kinetic Digital, said:
“Football remains one of the most exciting engagement drivers for our players. This campaign combines a strong welcome offer with ongoing tournaments and the chance to win a VIP football trip, giving multiple ways to get involved. At Prime Casino, we focus on creating standout experiences that players genuinely value, and this promotion is a perfect example.”
The post Prime Casino launches ultimate VIP Football Experience appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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