Industry News

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/.

ICE 2026

Win Systems Showcases Gaming Innovations at ICE Barcelona 2026

Published

22 hours ago

February 5, 2026

Wladimir P.

win-systems-showcases-gaming-innovations-at-ice-barcelona-2026

Win Systems, a leading provider of technology for the gaming and entertainment industry, participated in ICE 2026, held in Barcelona from January 19 to 21. In this context, the company strengthened its positioning in the Spanish market, with a special focus on route operations as one of the strategic pillars of its technological offering.

In a market such as Spain, characterised by its own regulatory framework and highly specific operational requirements, Win Systems continues to develop solutions designed to help operators differentiate themselves and maximise the performance of their operations. In this regard, WIGOS ONE has established itself as a comprehensive and modular management platform, capable of adapting to different business models—including gaming halls, bingos, casinos, hospitality venues and route operations—and integrating with third-party systems, ensuring flexibility and regulatory compliance.

During ICE 2026, Win Systems placed special emphasis on two of its main differentiators for the Spanish market: Player Tracking and Win Pay. The Player Tracking solution enables operators to gain in-depth insight into player behavior and enhance loyalty through advanced tools such as jackpots and Happy Hour promotions, improving gaming experience and player engagement.

Meanwhile, Win Pay was presented as a strategic lever for the digitalization of payments in route operations and other environments, highlighting the new eTITO solution for kiosk payments without the need for paper tickets. This solution delivers a faster and more convenient payment experience for players, while providing operators with greater control and operational efficiency.

José Luis González, Sales Director for Spain at Win Systems, stated: “ICE 2026 has been a key opportunity to showcase how our solutions help Spanish operators stand out. With tools such as Player Tracking and Win Pay, we deliver real value in the areas that enable operators to compete more effectively, build player loyalty, and optimize operations in a market as specific as Spain.”

The post Win Systems Showcases Gaming Innovations at ICE Barcelona 2026 appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

BetConstruct AI

BetConstruct AI’s Harmony ChoiceMe: Redefining Success in the Middle East

Published

2 days ago

February 4, 2026

Wladimir P.

betconstruct-ai’s-harmony-choiceme:-redefining-success-in-the-middle-east

BetConstruct AI proudly introduces Harmony ChoiceMe, a unique, high-level event aimed at nurturing strategic relationships and examining fresh opportunities within the changing environment of the Middle East.

Scheduled for 8 February 2026 in the lively center of Dubai, the event will unite the industry’s most prominent thinkers for an exclusive evening of cooperation and understanding. Hosted on the opulent Lotus Royale Cruise, the gathering provides an elegant and exclusive setting for significant discussions just 48 hours prior to the industry’s gathering for AIBC Eurasia.

Harmony ChoiceMe operates on the belief that achieving success in the area starts with making the right connections and optimal choices. With the industry seeking growth and innovation in the Middle East, this event offers an essential opportunity for reflection and premium networking, enabling partners and peers to synchronize their strategies in a sophisticated and motivating environment.

The evening aims to enable a smooth shift from innovative concepts to practical collaborations, making sure participants head into the forthcoming hectic summit with clear understanding and an enhanced network.

Interested parties are invited to reserve their place for an evening here.

The post BetConstruct AI’s Harmony ChoiceMe: Redefining Success in the Middle East appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

FA CHAI Card

FA CHAI Gaming Introduces Player Achievement System

Published

2 days ago

February 4, 2026

Wladimir P.

fa-chai-gaming-introduces-player-achievement-system

FA CHAI Gaming has introduced its Player Achievement System, a long-term progression framework designed for online casino platforms and operator partners to drive sustained engagement, repeat play and deeper player connection.

The system moves beyond short-lived promotions by transforming everyday gameplay into structured objectives, visible progress and meaningful milestones. At the centre of this approach is the FA CHAI Card, a cross-game reward mechanism that allows player achievements to extend beyond a single game and into a broader FA CHAI Gaming ecosystem.

The Player Achievement System is more than an add-on feature—it functions as a behavioural engine designed to improve the KPIs that matter most to operators. By combining achievement-based goals, missions and progression rewards, platforms can cultivate stronger player habits and longer lifecycle value.

Sustainable retention: visible progress and long-term objectives encourage players to return consistently.

More stable engagement: achievement-driven tasks support regular activity across sessions and weeks.

Healthier wagering patterns: cumulative goals motivate play naturally, without excessive bonus dependency.

Deeper player attachment: achievements turn gameplay into a personal journey rather than isolated actions.

Stronger ecosystem loyalty: cross-game rewards reinforce attachment to the broader FA CHAI Gaming portfolio.

Many engagement tools in the market rely on short-term incentives that generate brief activity spikes followed by rapid decline. The Player Achievement System focuses instead on the drivers of repeat behavior: clarity, continuity and purpose.

Progress over promotion: players work towards ongoing achievements rather than reacting to one-time offers.

Lower friction, higher satisfaction: rewards are earned through play, reducing frustration and drop-off.

Built-in freshness: evolving goals and rotating missions help prevent engagement fatigue.

Operational efficiency: structured progression reduces the need for constant campaign rebuilding.

Designed to scale: the framework can evolve alongside platform strategy and player growth.

The Player Achievement System is designed to adapt across FA CHAI Gaming’s supported games, with initial implementation focused on slot-style gameplay. The underlying logic remains intentionally flexible, allowing future expansion into additional game experiences without restructuring the system foundation.

Player actions contribute to visible achievement progress through daily and weekly missions, turning routine gameplay into measurable advancement. As objectives are completed, players unlock new achievement tiers and long-term progression paths, creating a clear sense of growth over time.

A core pillar of the Player Achievement System is the FA CHAI Card. Serving as a cross-game reward mechanism, FA CHAI Cards allow players to convert achievements earned in one game into free game opportunities across other FA CHAI Gaming games.

This design encourages players to explore a wider range of games, experience different mechanics and creative themes and gradually become more deeply integrated into the FA CHAI Gaming ecosystem. Rather than isolating rewards within individual games, FA CHAI Cards connect progress across games, supporting long-term player journeys and cross-game engagement.

By extending progression beyond a single product, FA CHAI Cards help operators increase portfolio exposure while offering players a more cohesive and rewarding platform experience.

Optional competitive elements, such as rankings or achievement-based leaderboards, can be integrated into the system to motivate highly engaged players further. These features act as enhancers rather than requirements, preserving balance while offering additional incentives.

The post FA CHAI Gaming Introduces Player Achievement System appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.