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/
Angelo Palmisano
Pavilion Payments Appoints Angelo Palmisano as its Chief Product Officer
Pavilion Payments, the gaming industry’s leading omnichannel payment solutions provider, has appointed Angelo Palmisano as its Chief Product Officer. In this role, Palmisano will lead Pavilion Payments’ product and innovation strategy, guiding the continued evolution of the company’s platform and overseeing product development and design across its expanding portfolio of solutions for casino operators.
Palmisano brings more than 35 years of experience across the global gaming industry, with deep expertise in casino technology, product development, gaming systems, electronic gaming machines, payments, automation, loyalty technologies, and digital signage.
He founded Paltronics and grew the company into a global gaming technology business with offices across North America, Australia, South Africa, and Asia before the North American division was acquired by Aristocrat Technologies in 2014. Following the acquisition, Palmisano joined Aristocrat as Senior Vice President of Global Strategy and Innovation, where he helped evolve the company’s systems portfolio into a multi-property enterprise platform and supported major deployments with operators including Boyd Gaming, Choctaw Casinos, and the Cordish Companies. Prior to joining Pavilion Payments, he also served as Chief Strategy Officer for Win Systems.
In his new role, Palmisano will lead Pavilion Payments’ product organization, overseeing product development, design, and innovation, while guiding the continued evolution of Pavilion’s platform across payments, compliance, and iGaming initiatives.
“Angelo has been at the forefront of gaming technology innovation for many years, and we’re excited to have him join Pavilion. He brings a unique combination of entrepreneurial vision, product expertise, and deep industry knowledge. As we continue evolving our platform with deeper systems integrations and data insights, Angelo will be pivotal in guiding that journey,” said Diallo Gordon, CEO of Pavilion Payments.
Palmisano said the opportunity to join Pavilion Payments was driven by both the leadership team and the company’s strong product foundation.
“Pavilion has built a strong product foundation and has a real opportunity to capitalize on the technology and business shifts happening across our industry. I’m looking forward to working with the team to continue building solutions that help our customers succeed and support Pavilion’s long-term growth,” said Palmisano.
The post Pavilion Payments Appoints Angelo Palmisano as its Chief Product Officer appeared first on Americas iGaming & Sports Betting News.
Alex Manning
LCKY Group announce Alex Manning as Group CTO
LCKY Group has announced the appointment of Alex Manning as Group Chief Technology Officer, marking the first major leadership hire since the company’s strategic rebrand earlier this year.
Previously known as Glitnor Group, the entrepreneurial-led organisation entered a new phase of its development in January when it adopted the name LCKY Group. The rebrand was designed to better reflect the strong portfolio of brands operating under the group while also positioning the business for future expansion.
Alex’s appointment as Group CTO represents a significant step in this next stage of growth. With more than 25 years of experience across the fintech and iGaming sectors, Alex brings deep expertise in scaling businesses and leading complex digital transformations.
Prior to joining LCKY Group, Alex served as CTO of iGaming at Light & Wonder, where he led a major engineering transformation. During his four-year tenure, he transitioned the team to a product-led, cross-functional delivery model, oversaw the development of several first-of-their-kind products, and supported the company’s expansion into new regulated markets.
Richard Brown, Group CEO at LCKY Group, said:
“Everyone at LCKY Group is delighted to welcome Alex at what is a defining moment in the company’s evolution. He brings extensive experience across regulated fintech and iGaming markets, and his proven ability to guide organisations through successful scale-ups and digital transformations makes him an ideal fit for the role of Group CTO.”
Alex Manning, Group CTO at LCKY Group, added:
“I’m excited to join LCKY Group at a time when the business is focused on strengthening its international presence and growing its influence across key regulated markets. My priority will be to build on the strong culture that already exists within the group, creating a high-performance environment where teams can thrive, innovation is encouraged, and each of our brands is given the platform it deserves.”
The post LCKY Group announce Alex Manning as Group CTO appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
2025 Ads Safety Report
PropellerAds 2025 Ad Safety Outlook
PropellerAds, a top performance advertising platform worldwide, has just published the 2025 Ads Safety Report, which offers an in-depth analysis of ad fraud trends, protective measures for the platform, and guidance for advertisers on compliance.
The report emphasizes that as fraudulent methods grow more advanced, the organization’s multi-tiered security measures are essential in protecting advertisers, traffic providers, and end users.
Advancing Ad Fraud Methods and High-Risk Areas
In 2025, ad fraud advanced considerably, transitioning from basic techniques to more intricate, infrastructure-intensive schemes. Fraudsters exploited cloaking, malware distribution networks, and social engineering tactics aimed at messenger accounts, frequently across various ad formats. PropellerAds enhanced initial moderation and foundational detection to identify high-risk actions before campaigns launched.
Throughout the year, the platform processed 729,794 campaign rejections, mainly driven by content compliance and user safety issues, with adult content and malware alerts representing the largest portions. These actions guaranteed that campaigns were halted prior to delivery, safeguarding advertisers, publishers, and end users, while upholding a consistent and reliable advertising landscape. In comparison to 2024, campaign rejections rose by 35%, indicating enhanced moderation reach and more robust preventive measures.
Markets of high value, such as Turkey and Spanish-speaking areas, saw increased levels of fraudulent behavior. Approximately 80% of identified attacks aimed at users of Windows and Android. Fraud patterns typically integrated technical, behavioral, and content indicators, emphasizing the necessity for ongoing monitoring and thorough infrastructure evaluation.
High-Risk Accounts and Safeguarding Methods
Cloaking continued to be the primary high-risk infraction, making up more than 80% of verified account suspensions. This method consists of displaying varying content to moderation systems and users, masking the actual essence of campaigns. Ransomware, unsuccessful identity verification, and scam schemes also played a role in account suspensions, albeit to a smaller degree. Fraud that relies on heavy infrastructure necessitates multi-tiered enforcement and ongoing monitoring to guarantee platform safety.
In 2025, schemes of fraud grew more advanced. Cloaking methods encompassed multi-tiered traffic management, selective content distribution, and decentralized architecture. Malware distribution has progressed from basic redirects to immediate file downloads or complex interactions. Incidents of Messenger account hijacking rose, featuring phishing sites, counterfeit login forms, and mobile-centric social engineering assaults. Certain campaigns even utilized compromised or left-behind servers and domains, necessitating thorough technical and behavioral analysis for detection.
AI and automation contributed to fraud prevention by analyzing behavioral patterns, identifying high-risk signals, and aiding expert evaluations. Although fraudsters tried to utilize AI for creating counterfeit documents or modifying creative assets, PropellerAds guarantees that all campaigns undergo expert reviews and infrastructure checks prior to traffic delivery, stopping high-risk operations from accessing users.
Advertiser Adherence and Risk Oversight
PropellerAds advises advertisers to adhere closely to platform guidelines, verify that ad content aligns with format and regional specifications, comprehend the entire user experience, and track infrastructure and domain reputation. The use of cloaking or misleading tactics is deemed high-risk and typically leads to permanent account termination.
The PropellerAds team highlights that preventing fraud is an ongoing and developing process that demands technology, expert evaluation, and collaboration across the ecosystem. The organization continues to prioritize improving platform safety, ensuring transparency, and safeguarding all individuals involved in the advertising ecosystem.
The post PropellerAds 2025 Ad Safety Outlook appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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