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/.
Bala Ganesan
John Connelly Steps Down as Interblock CEO
Interblock, the global leader in luxury gaming products, announced that John Connelly has stepped down from his role as Chief Executive Officer. The Board of Directors has appointed Bala Ganesan, Interblock’s former interim Chief Operating Officer and a Managing Director at Oaktree Capital Management, to serve as interim CEO while a comprehensive search is conducted for a permanent successor. Oaktree-advised investment funds own a majority of the equity interests in Interblock.
“On behalf of the Board and the entire Interblock team, we thank John for his many years of service. Under his guidance, Interblock experienced significant growth driven by a clear vision and entrepreneurial execution. As the Company enters its next phase of growth and innovation, the Board is focused on building a world-class, scalable operating platform and ensuring Interblock is led by the right executive to capitalize on emerging opportunities and sustain its strong growth trajectory,” said David Quick, Interblock Board member.
Mr. Ganesan brings extensive executive leadership and business transformation experience through his role as a Managing Director on the Portfolio Transformation team at Oaktree. He joined Oaktree in 2017 from Yum! Brands, where he led major growth initiatives and the operational and digital transformation of Taco Bell. Previously, Mr. Ganesan led corporate and business strategy, commercial growth, and turnaround initiatives at Kimberly-Clark Corporation and Mattel, Inc. He also served as a senior leader in McKinsey & Company’s operational transformation practice, advising Fortune 500 companies across the consumer, technology, manufacturing, medical devices, energy, and financial services sectors. Mr. Ganesan acted as the Company’s interim Chief Operating Officer from 2024 to 2025.
“Interblock is exceptionally well positioned for continued growth, underpinned by a talented team, industry-leading innovation, and strong customer partnerships. I am honored to support the Company during this transition and remain focused on serving our customers and partners,” said Mr. Ganesan.
Mr. Quick added: “We are fortunate to have Bala step in as interim CEO at this important time. During his tenure as interim COO, Bala demonstrated outstanding leadership, operational expertise, and a deep understanding of our business and industry. The Board has full confidence in his ability to guide Interblock through this transition and ensure we continue to deliver value to our customers and partners.”
The Board has engaged an executive search firm to identify Interblock’s next permanent CEO. During this period, Interblock remains fully committed to advancing its strategic priorities and delivering the high-quality products and services that define the Interblock brand.
The post John Connelly Steps Down as Interblock CEO appeared first on Americas iGaming & Sports Betting News.
Accel Entertainment Inc
Accel Entertainment Announces Leadership Change
Accel Entertainment Inc. announced that Founder and Chief Executive Officer, Andy Rubenstein, has been named Chairman of the Company’s Board of Directors, and Accel’s President – US Gaming, Mark Phelan, has been appointed to the additional role of Chief Operating Officer. As part of these leadership changes, which are effective immediately, Karl Peterson has been appointed as the Lead Independent Director of the Accel Board. In addition, Mr. Phelan has been selected to succeed Mr. Rubenstein as Chief Executive Officer and President, effective August 7, 2026. Mr. Phelan is also expected to join the Accel Board at that time. These changes reflect the Board’s long-term commitment to strong corporate governance and a leadership succession strategy.
Andy Rubenstein commented: “After 17 years, and having built a deep bench of talent, I am confident that transitioning day-to-day leadership to Mark will enable Accel to continue to capitalize on our many growth opportunities. Accel has grown into a public company that is a leader in the route gaming industry, operating across 10 states, partnering with over 4,600 local retail businesses, employing more than 1,600 people, and generating billions of dollars in municipal and state tax revenue over the years in the states we serve. As Chairman, I look forward to continuing my close work with Mark and the Board, as we look to extend Accel’s position as an industry leader and build new value for shareholders.”
“On behalf of the Board, we are grateful to Andy for his outstanding leadership and the foundation and culture of integrity he established that defines Accel today. After careful consideration and discussions with Andy, the Board is confident that now is the right time to effect this transition, as the Company continues to grow and evolve into a scaled, multi-state enterprise. We believe Andy’s new role will allow him to leverage his long-standing local and industry relationships and regulatory experience to help further position Accel to capitalize on promising growth opportunities, including expanding into the Chicago VGT market,” said Karl Peterson.
As Chief Executive Officer and President, Mark Phelan will lead Accel with a continued focus on disciplined execution and operational consistency.
“Accel has a strong foundation, long-standing partnerships, and a culture built on accountability. My focus will be on execution — improving the experience for our location owners and players, driving consistent performance across our markets, operating with discipline, identifying and capitalizing on growth opportunities, and working to create long-term value for shareholders. I am honored that Andy and the Board have selected me to lead Accel and I am excited to build on Andy’s long-term goal to make Accel the clear leader in the U.S. Locals Gaming Market,” said Mark Phelan.
“Mark has a deep understanding of the distributed gaming business and a demonstrated record of effective execution. He understands Accel’s markets, partners, regulators, and players, and has shown the judgment and discipline required to lead the Company at scale. I am very confident and excited about his ability to lead Accel through its next phase of growth,” concluded Mr. Rubenstein.
The post Accel Entertainment Announces Leadership Change appeared first on Americas iGaming & Sports Betting News.
ICE 2026
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.
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