Industry News
Zendesk’s 2020 Messaging Report reveals focus on mobile and LatAm growth
The international CRM giant Zendesk released its Annual State of Messaging Report 2020 last month providing key data and insights on the most important conversational business and messaging trends ahead. The coming months will see core expansion in the global messaging landscape with strong advances ahead for the industry in mobile, integrated resorts and Latin American expansion, as messaging finally moves beyond boundaries according to Zendesk’s VP of Conversational Business, Warren Levitan.
In 2019, the number of messages exchanged between businesses and customers on Zendesk’s Sunshine Conversations platform increased 500%, and if the data revealed in the company’s third annual State of Messaging report is anything to go by, this is just the tip of the iceberg for the year ahead. “2020 will be the year of connecting conversations in the enterprise,” explained Warren Levitan. “We are seeing businesses embrace messaging as a shared platform for customer engagement, allowing them to truly unify sales, marketing and service interactions for the first time. This is a massive step toward putting customers at the centre of our businesses.”
Zendesk’s 2020 report combines interviews with more than two dozen customer experience product, sales, and marketing leaders from companies such as Google, Twitter, Hootsuite, Birchbox, and more, providing a measured analysis on the future of messaging across online, mobile and social platforms. Featuring expert commentary and in-depth analysis alongside original Zendesk research and third-party data, the report provides key insights into how messaging is changing the face of business with some notable parallels with the gaming industry in the coming decade.
As the international gaming industry continues to expand into emerging markets such as Brazil and Argentina, one significant area of focus within the report is that the LatAm region is leading the way. “Latin America – where WhatsApp is queen – is embracing conversational business faster than other regions, with Asia Pacific, Europe, the Middle East, and Africa following closely,” states Levitan. “In many developing countries, messaging has leapfrogged web, email, and mobile apps to become the digital commerce channel.”
The companies dominating the messaging landscape and the vast differences between countries and continents when it comes to who is winning the messaging race is just one aspect of the research. 2020 will also see evolving and emerging conversational business trends such as AI, machine learning and in-chat payments unlocking huge opportunities for online brands across all sectors. Facebook has revealed that 150m people on Instagram have a conversation with a business every month and so for gaming brands the focus on in-chat payments is essential going forward.
“In-chat payments may be the key to unlocking conversational commerce at scale in the west,” Levitan added. “Apple Business Chat has Apple Pay built in and Facebook has several projects in the works with WhatsApp Pay, Facebook Pay and, most controversially, Libra — its planned cryptocurrency. Kakao, Line, and Telegram also boast their own crypto coins in various stages of development. Buying stuff is a crucial part of the conversational customer journey and it’s about to get a whole lot easier.”
Over the past decade, messaging has fundamentally changed the way people interact with friends, family, colleagues, and companies. According to Business Insider, messaging apps have surpassed social media in global monthly active users. Since 2018, nearly every major messaging channel, including WhatsApp, WeChat, Facebook Messenger, Google’s RCS, and Apple’s iMessage, has extended beyond the consumer to businesses. At the same time, businesses of all sizes in every industry have embedded modern messaging experiences into their own apps and websites.
Speaking as part of Zendesk’s 2020 report, Rob Lawson, Global Partnerships, Google, explained: “We’ll start to see the pendulum swing from customer care being the primary driver for business messages towards marketing, lead generation and sales. To date we’ve seen businesses primarily motivated by reducing call centre costs and frustrations for existing customers. In 2020 we’ll see increasing activity from brands deploying conversational techniques to engage new customers and drive incremental business value.”
Bringing the report’s focus back to gaming and integrated resorts, recent data from global research and advisory firm Gartner predicts that by 2022, 70% of all customer interactions will involve emerging tools like chatbots, machine learning, and mobile messaging, up from 15% in 2018. The impact of this for the land-based sector will be keenly felt as Zendesk’s report highlights how live chat remains an effective channel for real-time conversations and a growing number of hotels, resorts and other customer-centric brands are creating bespoke messaging experiences within their mobile apps and websites.
Warren Levitan, VP Conversational Business, Zendesk, added: “Intent and sentiment engines will be connected to every messaging channel, with businesses intelligently routing each message to the right system and person or bot. Once messaging penetrates the business, we will see that it knows no boundaries.“
To read Zendesk’s full interactive State of Messaging 2020 report, visit: zendesk.com/message/state-of-messaging-2020/
Blueprintx
Zingo Bingo Launches “Your Era” Nostalgia Series Featuring Kerry Katona and Pat Sharp
Zingo Bingo Launches “Your Era” – A Social-First Nostalgia Series for 2026
Zingo Bingo has officially unveiled Your Era, a new short-form social media content series celebrating iconic throwbacks, shared nostalgia and the cultural moments that defined generations. The series launches in February 2026 and will roll out weekly across TikTok, Instagram, Facebook and YouTube.
Designed to strengthen Zingo Bingo’s identity as a home of nostalgic fun, Your Era focuses on authentic conversation rather than traditional promotional content. The format highlights music, fashion, technology and pop culture milestones that shaped each guest’s personal journey.
Kerry Katona and Pat Sharp Headline Series One
The first confirmed guests include Kerry Katona, singer and media personality best known from Atomic Kitten, and Pat Sharp, the iconic radio and TV presenter associated with classic UK entertainment shows. Additional celebrity names will be revealed throughout the year.
Each episode features five themed nostalgia segments crafted to spark memories, conversation and emotional connections among viewers.
What to Expect from “Your Era”
Every guest takes part in recurring throwback features designed to boost engagement and relatability:
- The Memory Bag – Guests reveal five nostalgic items and share the stories behind them
- Flashback Files – A rapid-fire interview covering music, fashion, tech and cultural trends
- Mixtape Memories – Guests curate throwback tracks for the official Your Era playlist
- Taste of the Past – Sampling retro sweets and snacks while rating nostalgia levels
- Yesterday’s News – A humorous headline-guessing game using real throwback media stories
The series aims to tap into the growing popularity of nostalgia-driven digital content while positioning Zingo Bingo as a community-led entertainment brand.
Built by Kinetic Digital and Blueprintx
Your Era has been developed by Zingo Bingo’s operators, Kinetic Digital, in collaboration with long-term creative partner Blueprintx. Blueprintx has previously supported digital and television campaigns for Kinetic Digital brands including Prime Casino and Slingo.
The production strategy prioritises shareable, short-form content optimised for social discovery and influencer amplification, with episodes distributed across dedicated platform pages as well as guest channels.
A Strategic Play for Community Engagement
Jack Watson, Brand Manager at Zingo Bingo, said the series reflects the brand’s commitment to fun, familiarity and connection.
“Your Era is about celebrating the music we replayed, the fads we cringe at and the memories that still make us smile. It’s designed to bring people together through shared nostalgia while reminding audiences that bingo is about enjoying those moments collectively.”
Series one will feature six guests throughout 2026, with new weekly segments designed to drive audience engagement and repeat viewership.
The post Zingo Bingo Launches “Your Era” Nostalgia Series Featuring Kerry Katona and Pat Sharp appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Industry News
Ex-Paysafe VP Justin Fraser takes chief revenue officer role at Yaspa to drive global growth
Yaspa, the renowned fintech focusing on instant payments and identity solutions, today reveals the appointment of Justin Fraser as its Chief Revenue Officer.
Fraser becomes part of Yaspa’s executive team during a crucial period of global growth. He has more than 20 years of commercial leadership experience in the payments ecosystem, having occupied senior leadership positions at notable industry companies like Cybersource, Visa, and Paysafe.
Having a career centered on maneuvering through intricate payment environments, he offers knowledge in rapidly expanding, regulated sectors such as iGaming, cryptocurrency, and financial technology.
As the new CRO, Fraser will manage Yaspa’s worldwide commercial strategy, concentrating on expanding the company’s Intelligent Payment platform, which integrates open banking with AI-powered customer insights, throughout the UK, Europe, and North America.
Yaspa CEO James Neville said: “We are thrilled to welcome Justin to the team during this period of rapid acceleration. His deep expertise in navigating complex regulatory environments and his proven track record in scaling payment solutions are invaluable assets as we expand our footprint in the US and beyond. Justin’s appointment further strengthens our leadership as we continue to help businesses lower costs, grow revenues, and enhance financial compliance through open banking.”
Justin Fraser said: “Yaspa is at the forefront of the shift toward real-time payments. The company’s unique blend of open banking and AI-verified insights solves genuine friction for merchants, particularly in industries like iGaming. I am excited to join such an innovative team and look forward to driving the next phase of our commercial growth globally.”
Fraser will collaborate closely with the recently strengthened US team, which includes the newly appointed US Sales Lead, Peter Kula, and US Senior Solutions Manager, Jackson Esoda.
This statement comes after a year of significant growth for Yaspa, highlighted by increasing its workforce from 15 to 75 employees and successfully securing a $12 million investment round spearheaded by Discerning Capital. In this timeframe, the firm broadened its international presence with new ventures in Atlanta and Leeds, while winning esteemed honors such as the 2025 Payments Award for Real-Time Payments Innovation and a spot on the CB Insights Top 100 Fintech list.
The post Ex-Paysafe VP Justin Fraser takes chief revenue officer role at Yaspa to drive global growth appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Blueprint Gaming
Blueprint Gaming names Mattia Luchesini Head of International Account Management
Blueprint Gaming has named Mattia Luchesini as Head of Account Management – International, enhancing its commercial leadership as the company continues to grow in regulated markets.
In his new position, Mattia will oversee Blueprint’s global account management function, prioritizing the establishment of strategic operator partnerships and fostering ongoing growth in vital regions. He will collaborate closely with commercial, product, and delivery teams to guarantee that partners receive support through a cooperative, value-oriented strategy.
Mattia comes to Blueprint from Games Global, where he dedicated more than two and a half years to senior account management positions, fostering robust relationships with operators throughout EMEA and acquiring substantial experience in international market dynamics.
This recent appointment demonstrates Blueprint Gaming’s ongoing investment in its commercial strengths, guaranteeing that partners receive support from seasoned leadership while the company advances its growth strategy.
Mattia Luchesini, Head of Account Management – International at Blueprint Gaming, said: “It’s a great opportunity to join Blueprint at a time of strong international momentum.
“The business has a clear vision and a reputation for working closely with its partners, and I’m looking forward to contributing to that approach while helping to drive growth across global markets.”
Matt Cole, Managing Director at Blueprint Gaming, added: “Mattia brings valuable international experience and a strong understanding of what operators need from a long-term content partner.
“His appointment supports our continued focus on strengthening relationships and delivering a high standard of account management as Blueprint grows its global footprint.”
The post Blueprint Gaming names Mattia Luchesini Head of International Account Management appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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