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/
AI
Despite AI’s Rise, Fraud Teams Keep Growing — SEON 2026 Report
SEON, the command centre for immediate Fraud Prevention and AML Compliance, has unveiled AI Reality Check: 2026 Fraud & AML Leaders Report, the second iteration of its sector research, derived from a worldwide survey of 1,010 leaders in fraud, risk, and compliance spanning payments, fintech, financial services, retail, eCommerce, and gaming.
The figures reveal an unforeseen narrative: AI is ubiquitous, yet operations are not becoming easier to manage. Currently, 98% of organizations utilize AI in fraud and AML processes, with 95% expressing confidence in its effectiveness; meanwhile, headcount plans rose from 88% to 94% year-over-year, and 83% anticipate budget increases in 2026.
Complexity Is Surpassing Automation
AI has not lessened the workload — it has revealed the extent of work that has always existed. Fraud losses are increasingly approaching revenue growth, threats are advancing more rapidly, and disjointed systems restrict the true potential of AI at scale. Key year-over-year shift:
Leadership’s confidence in their teams’ performance is lagging. The number of leaders who disagreed with the statement, “fraud losses are growing faster than revenue,” dropped by almost 40% from the previous year
Inside the Numbers:
AI is baseline, not experimental
- 98% already integrate AI into daily workflows (only 2% still planning)
- 95% are confident AI can detect and prevent fraud (52% very confident)
- Top use case: AI/ML for transaction monitoring (30%)
Fraud and AML investment keeps climbing
- 83% expect fraud/AML budgets to increase in 2026
- 94% plan to add at least one full-time hire (up from 88% in 2025)
- 85% plan to add a vendor, 49% plan to replace one
Fragmentation is the bottleneck
- 95% claim “some integration” between fraud and AML systems
- Only 47% run fully integrated workflows; the rest rely on partial connections
- 80% say getting a unified view of data is challenging
For many, time-to-value remains slow
Only 10% go live in under two weeks
38% take 1–3 months, 24% take 4+ months
When implementations run long, top impacts include increased costs (52%) and prolonged fraud exposure (47%)
Teams are growing, not shrinking
94% plan to increase headcount despite automation gains
85% see AI agents as support/augmentation, not replacement (only 12% see eventual replacement)
Top fraud threats reported:
- Account takeovers: 26%
- Promo/discount abuse: 18%
- Return fraud: 18%
“Fraud and financial crime were supposed to become more manageable as AI matured,” said Tamas Kadar, CEO and co-founder, SEON. “Instead, 2026 is the year leaders are confronting a more complicated reality. AI adoption is real, confidence is high, but the scale and pace of fraud — compounded by fragmented systems — continue to drive increased investment rather than reduced overhead. The bottleneck is no longer whether AI works. It’s everything around it: disconnected data, siloed teams, slow implementations. The organisations that pull ahead will be the ones that unify fraud and AML intelligence, shorten the distance between threats and controls, and treat integration as strategy, not plumbing.”
Fast-Growing Companies Invest in Integration Early
Organisations growing 51%+ are nearly twice as likely as slower peers to report that achieving unified visibility is “not very challenging.” They treat integration as infrastructure, not an IT project.
What’s Next: From “Does AI Work?” to “Can We Trust It?”
With adoption near-universal, the conversation is shifting to governance, explainability and accountability:
- 78% say decentralised digital identity will become central to fraud/AML
- 33% cite data privacy regulations (GDPR, CCPA) as the biggest external force shaping AML
- 25% point to criminals’ advancing use of AI and obfuscation techniques
The post Despite AI’s Rise, Fraud Teams Keep Growing — SEON 2026 Report appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Ashley McCulloch Vice President North America at Evoplay
Evoplay Names Ashley McCulloch Vice President North America
Evoplay, the acclaimed game development studio, has named Ashley McCulloch as Vice President North America, strengthening its strategic emphasis on growth throughout the US and Canada.
McCulloch has over 15 years of experience that includes land-based, VLT, and online gaming. She has occupied high-level commercial positions at IGT and Light & Wonder and most recently worked as Director of Account Management North America at Inspired Gaming Group, where she led strategic account development and assisted with new market entry projects.
In addition to her commercial success, McCulloch serves as a board member for Women in Sports and Events, is part of Global Gaming Women, and was recognized in the 2024 Emerging Leaders in Gaming 40 Under 40, highlighting her influence in the industry.
At Evoplay, McCulloch will lead partnerships, regulatory licensing, product launches, and broader business development efforts as the provider speeds up its growth in the North American market.
Evoplay has secured a significant presence in the area, launching in Ontario via collaborations with prominent operators in the province, such as BetMGM and Caesars Entertainment.
In November 2025, Evoplay made a notable initial move into the United States by joining the lottery sector in Washington DC, establishing a connection to the US online gaming landscape.
With McCulloch’s hiring, the company aims to leverage this momentum and continue its expansion throughout regulated US states.
Ivan Kravchuk, CEO at Evoplay, said: “North America represents one of the most exciting growth opportunities for Evoplay, and Ashley McCulloch’s appointment is a major step forward in realising our ambitions in the region.
“Her extensive experience across land-based and online gaming, combined with her track record in commercial strategy, makes her the ideal person to lead our efforts as we scale.”
Ashley McCulloch, Vice President North America at Evoplay, added: “I’m very excited to be joining the Evoplay team at such a pivotal moment in its growth journey.
“The studio has built a strong reputation for high-quality content, and I look forward to developing partnerships and driving sustainable growth across North America.”
The post Evoplay Names Ashley McCulloch Vice President North America appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Africa
VeliGames Secures SiGMA Africa’s Industry Rising Star Award
VeliGames, a game aggregation platform from VeliTech, has received the Industry Rising Star award at the SiGMA Africa 2026 Awards, highlighting the platform’s swift innovation and significant influence on African iGaming.
The Industry Rising Star award highlights a developing company that displays remarkable potential, creativity, and influence, rapidly positioning itself as a forthcoming leader in the iGaming sector. It emphasizes VeliGames’ dedication to providing not just a content pipeline, but also genuine innovation and a comprehensive growth engine for operators in developing markets.
“Winning the SiGMA Africa Award for Industry Rising Star 2026 is a proud moment for our team. From day one, we built VeliGames with African operators in mind, combining local-fit content, practical tooling, and pricing that makes sense on the ground. We back it all up with hands-on operational know-how from working in the region. That’s what being a true content partner looks like.” Irakli Kakhidze, CEO at VeliGames.
Tailored for Africa’s infrastructure challenges, device characteristics, and user habits, VeliGames provides a performance-oriented casino content layer aimed at thriving in areas where conventional, high-bandwidth aggregation methods struggle. Rather than solely competing based on catalogue size, VeliGames prioritizes the key factors that genuinely contribute to casino success in Africa: speed, accessibility, conversion, and session stability.
The platform delivers content in a highly efficient, mobile-centric setting designed to function dependably amid variable connectivity, restricted device storage, and brief gaming sessions, assisting operators in ensuring seamless gameplay and enhanced player experiences on a larger scale.
Alongside curated third-party titles, the platform includes exclusive in-house content:
- VeliPlay: bold, crash-and-fast titles built for immersion, retention, and high replay value
- Heaven of 7: high-impact slot content designed for strong engagement, session after session
Visit VeliTech at Stand 096 from March 3-5 to learn why VeliGames was honored as the Industry Rising Star. Discover live game demonstrations, witness performance features in action, and learn how operators can create unique iGaming brands with a platform designed for regional requirements.
The post VeliGames Secures SiGMA Africa’s Industry Rising Star Award appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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