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/.
Gaming
Soft2Bet launches MEGA Islands, a new gamification engine designed to increase player retention
Soft2Bet has unveiled MEGA Islands, the latest addition to its MEGA Suite, designed to enhance player engagement and retention across both casino and sportsbook offerings.
The new engine introduces a persistent progression system that carries over across sessions, giving players an ongoing reason to return. Through island-building, resource collection, and continual advancement, players embark on a long-term journey that transforms short play sessions into sustained engagement.
First previewed in Soft2Bet’s recent Lodur release, the MEGA Islands system allows players to develop their own islands over time. Resources earned through gameplay can be used to construct new buildings, upgrade existing structures, and unlock further stages of progression. Each upgrade opens new goals, creating a loop of continuous advancement that keeps players invested.
The engine also incorporates plundering mechanics, giving players an additional path to gather resources by raiding other islands. This feature not only accelerates growth but also maintains a dynamic and engaging progression loop. With no fixed endpoint, MEGA Islands is built to encourage repeat play through a satisfying cycle of building, collecting, and advancing.
“MEGA Islands is designed to make retention feel natural by providing players with a progression journey they want to return to,” said Yoel Zuckerberg, CPO at Soft2Bet. “By building islands, collecting resources, and unlocking upgrades—including through plundering—each session becomes part of a longer experience. It gives players a clear reason to come back while providing operators with a retention tool that integrates seamlessly across casino and sportsbook.”
The launch of MEGA Islands underscores Soft2Bet’s commitment to gamification as a driver of long-term growth. As part of the MEGA Suite, the new engine offers operators a powerful tool to extend player journeys, increase engagement cycles, and deliver consistent value in competitive markets.
The post Soft2Bet launches MEGA Islands, a new gamification engine designed to increase player retention appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
GR8 Tech CEO Oleksandr Feshchenko has been named Global CEO of the Year 2026 in the Technology Industry by European CEO magazine—the second consecutive year he has received the honour. The judging panel’s decision was unanimous.
The award recognised Feshchenko’s leadership across three areas the panel identified as defining:
• Track record of turning technological strategy into scalable commercial outcomes;
• Focus on building an organization designed to last, not just perform;
• Consistent investment in people and culture as core business levers rather than afterthoughts.
What distinguished Feshchenko from a competitive field, according to the panel, was the combination of all three. Individual strengths are common at the CEO level, but the consistency across strategy, execution and organisational health is rare.
Under Oleksandr Feshchenko’s leadership, GR8 Tech has grown into a recognised provider of technology solutions for the iGaming sector, with an approach that the panel described as forward-looking without sacrificing operational discipline.
“Receiving this recognition two years in a row means a great deal, but if there’s one thing I’ve learned, it’s that success is most dangerous when it makes you comfortable. This award belongs to the team at GR8 Tech as much as it does to me, and what it really does is raise the bar. The technology industry doesn’t stand still, and neither do we. There’s a lot we’re building toward, and that’s exactly where our focus stays,” Oleksandr Feshenko said.
The Global CEO of the Year award is presented annually by European CEO magazine following an evaluation of international candidates across various industries.
The post GR8 Tech CEO Named CEO of the Year for Second Consecutive Year appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Augmented Reality
XR Global Launches World’s First Augmented Reality Online Casino Games Across iOS, Android and Immersive Web
XR Global Inc, the first Extended Reality (XR) technologies casino games developer with Patent Pending Technology on its Cross-XR Platform, announced the official launch of the world’s first Augmented Reality (AR) online casino games available across iOS, Android and the Immersive Web. This groundbreaking milestone positions XR Global at the forefront of innovation in the global iGaming industry, delivering a next-generation gaming experience that goes far beyond traditional 2D online casino platforms.
By leveraging cutting-edge Extended Reality (XR) technologies—including Augmented Reality (AR), Mixed Reality (MR), Virtual Reality (VR) and 3D immersive environments—XR Global enables players to step into fully interactive casino worlds from their mobile devices or web browsers, without the need for specialised hardware.
Unlike conventional online casino games confined to flat, 2D interfaces, XR Global’s platform allows users to engage with games such as slots, roulette, blackjack and crash games in a real-world environment. Players can place games on their tables, walk around them, interact with live elements and experience a level of realism and immersion previously only possible in physical casinos or high-end VR setups.
“XR Global is redefining what online gaming looks and feels like. We are bridging the gap between physical and digital entertainment by bringing casino experiences into players’ real-world environments. This is not just an evolution—it’s a transformation of the entire gaming paradigm,” said Dan Martinez, Founder & CEO of XR Global.
The launch marks a significant leap forward for player engagement, retention and monetisation. XR Global’s immersive experiences are designed to increase session times, deepen emotional connection and create highly differentiated offerings for operators in an increasingly competitive market.
The company plans to license its XR-enabled gaming portfolio globally, enabling partners to integrate immersive gaming into their existing platforms and attract a new generation of players seeking more interactive and engaging experiences.
The post XR Global Launches World’s First Augmented Reality Online Casino Games Across iOS, Android and Immersive Web appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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