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/.
The Dutch Gaming Authority (KSA) launched a new awareness campaign to draw attention to the gambling stop. With the campaign “Pick up your life again, take a gambling stop,” KSA is aiming to increase attention to the risks of gambling and make the Cruks register more well-known.
Insights
The campaign is a follow-up to the pilot campaign from 2023. This pilot yielded many valuable insights, for example that more people are attracted to the word gambling stop. This name is therefore used in the new campaign.
Positive effect
The campaign focuses primarily on young adults who (possibly) no longer have their gambling under control. That is one of the reasons why the campaign is largely running via social media instead of traditional (mass) media. The focus is on the positive effect that a gambling stop has on the life of a person with gambling problems. The powerful moments of young people who pick up their lives again can be seen in online videos, social ads and social posts (Google, YouTube, Meta and Snapchat).
The post New KSA Campaign: Get Your Life Back on Track, Take a Gambling Break appeared first on European Gaming Industry News.
The European Gaming and Betting Association (EGBA) announced record-breaking results from its fourth annual European Safer Gambling Week, held 18-24 November. The initiative – which included a social media campaign and events programme – demonstrated the broader European sector’s strengthening commitment to safer gambling through new levels of participation and expanded geographic reach.
The campaign saw record engagement with 195 partners actively participating – a 20% increase from 2023. Eight national gambling authorities participated, more than double the previous year, by either joining the social media campaign or speaking at the various events.
The campaign’s reach also expanded significantly to 26 countries – a 30% increase from 2023 – with partners in Croatia, Serbia, Slovakia and Ukraine joining for the first time, reflecting the growing pan-European dimension of the campaign. This was helped by social media graphics being made available in the local languages of 27 countries.
The social media campaign reached 3.1 million users across Facebook, Instagram, LinkedIn and X platforms, generating 1169 social media posts – a 67% increase from the previous year.
A cornerstone of this year’s campaign was its comprehensive events programme, featuring 20 specialised events – an 11% increase from 2023. The events attracted record participation with 4500 registrations and 3000 attendees. Key discussions explored trends in AI, problem gambling prevalence reporting and innovations in safer gambling tools and messaging. The events featured 105 speakers, including senior representatives from gambling authorities in Belgium, Denmark, France and the UK.
The initiative builds on EGBA members’ year-round commitment to safer gambling, which in 2023 resulted in 67 million safety messages sent to their European customers. This dedicated week amplifies these ongoing efforts while encouraging greater collaboration between operators, regulators and harm prevention organisations.
“The success of this year’s edition reflects the sector’s deepening commitment to player protection. The significant increase in participation, especially from health organisations and regulatory authorities, demonstrates the common purpose and growing unity in our approach to safer gambling. Through this collaboration, we’ve reached a record number of Europeans with crucial safety messages during the campaign. Together, we’re making gambling safer and we already look forward to building on this success in next year’s edition,” said Maarten Haijer, Secretary General of EGBA.
The post EGBA: Record Participation As European Safer Gambling Week Expands to 26 Countries appeared first on European Gaming Industry News.
CT Gaming is going to participate in ICE Barcelona 2025, which will take place from 20 to 22 Jan 2025.
“It is always a pleasure to kick off the year at ICE. This year is particularly special as we explore a new location, which we anticipate will bring fresh connections and exciting opportunities,” said Biser Bozhanov, Director of Business Development and Strategies at CT Gaming.
Positioned at stand #3C56, CT Gaming will present an impressive lineup of its signature products alongside exciting new additions, including the multigame Diamond King 4.
“We are eager to showcase our latest offerings and engage with clients, colleagues, and industry professionals to gather their valuable feedback. This year’s selection is a strong testament to CT Gaming’s enduring legacy and commitment to excellence,” added Bozhanov.
Among the products displayed at stand #3C56 will be the slot cabinet NEXT, known for its ultimate comfort and functionality. This cabinet comes with 27″ or 32″ high-definition screens, an optional premium stand, a USB phone charger, a bill validator with a stacker and an enlarged CMS panel for seamless operation. Other representatives from the slot cabinet family are EZ Modulo 32/32/32 and EZ Tower. Both of these cabinets combine sleek designs with advanced technology set to deliver an unparalleled gaming experience.
Alongside the slot cabinets, the company will showcase its staple multigame titles, such as Diamond King 3, Mermaid’s Quest, Tower Link and the newest addition to the multigame portfolio – Diamond King 4. With 40 exciting games, 20 of which are linked to a progressive jackpot, the multigame takes player engagement to new heights. Unlike previous versions, players can now win any of the three jackpot levels directly from the base game, while the cascading white and pink diamonds promise thrilling rewards at every turn. Designed with the next generation of players in mind, Diamond King 4 features enhanced graphics, modern themes and an immersive experience that’s perfectly in sync with today’s gaming landscape. The newly conceptualized linked progressive jackpot, Diamond Tree Deluxe, presents an elevated reward experience with its upgraded features.
Last but not least, CT Gaming will unveil the latest updates to its Casino Management System – Rhino, designed to enhance operator functionality and player engagement.
The post CT Gaming to Participate in ICE Barcelona 2025 appeared first on European Gaming Industry News.
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