Connect with us
Prague Gaming & TECH Summit 2024

Industry News

Zendesk’s 2020 Messaging Report reveals focus on mobile and LatAm growth

Published

on

Zendesk’s VP of Conversational Business, Warren Levitan.

 

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.”

Advertisement

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.

Advertisement

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/

Industry News

Entain Examines Possible Sale of Overseas Gambling Brands

Published

on

entain-examines-possible-sale-of-overseas-gambling-brands
Reading Time: < 1 minute

 

Entain has hired advisers to oversee the possible sale of several of its overseas brands, according to reports.

These brands include Netherlands-based BetCity, which the gambling firm had bought last year.

The Netherlands, last year proposed a plan for tighter deposit limits from the second quarter, which is expected to hit Entain’s annual revenue and profit, the company said earlier this month.

Advertisement

A local offshoot of Ladbrokes in Australia, Sweden-based Enlabs and Georgia-based CrystalBet are other brands that are not integrated into Entain’s main tech platform and under review, reports said.

Wall Street boutique advisory Moelis is advising Entain’s board and the group’s recently formed capital allocation committee, and any disposals will be of brands that are not integrated into the company’s technology platform, which makes them easier to sell.

Entain, like other gambling firms, gained from a rise in online betting during the pandemic, but stiffer regulations in its main markets have hurt its bottom line.

The UK, the gambling firm’s largest market, is expected to put out a review this year, which is said to include a stake cap on slots at 5 pounds ($6.37) and increased affordability checks.

Entain expects its core profit to incur a 40 million pounds hit in 2024 from the regulatory moves in the UK and Netherlands.

Advertisement
Continue Reading

Industry News

Flexion “Direct-to-Consumer” Talks with Top Mobile Game Developers at GDC Will Define the Future

Published

on

flexion-“direct-to-consumer”-talks-with-top-mobile-game-developers-at-gdc-will-define-the-future
Reading Time: 2 minutes

 

Executives from Flexion, the games marketing company, will hold a series of summit talks with top developers at GDC in San Francisco (18 to 22 March 2024) to discuss how direct-to-consumer (D2C) services could enhance revenue.

The D2C’24 Summit will focus on the opportunities offered to developers by recent moves freeing up the mobile games market and, in particular, on new routes to user acquisition. The aim will be to align the industry on the best way forward in light of changes in the app stores.

Flexion is already the leader in accessing alternative markets including Amazon, Samsung, Huawei, Xiaomi, Aptoide, DT Hubs and ONEstore, boosting revenue for top games without upfront costs or significant effort. It is building on its partnerships with these platforms and other industry leading companies from UA to 3rd party billing to meet future developer needs.

Advertisement

“We have many years of experience and the know-how in taking an existing game and finding new revenue sources. We have also built partnerships across the industry – including with alternative app stores – that will allow us to help developers go much further in future,” Jens Lauritzson, CEO of Flexion, said.

In the last quarter, Flexion saw a 64% increase in its own revenue, as an increasing number of developers took the plunge into alternative markets. Through working with Flexion, developers see a more than 10% average boost in revenue (over marketing in Google Play alone) without significantly adding to their costs.

Jens said: “Developers have been frustrated by difficult user acquisition, where it is challenging to achieve positive returns due to changes in tracking and high store fees. But with the DMA in Europe and court cases in the US forcing Google and Apple to ease their stranglehold on the mobile games market, now is an excellent time for developers to re-engage directly with consumers.

“Many will hesitate at the underlying complexity and size of investment needed to exploit these opportunities, and so third-party services, like those being developed by Flexion, are going to be vital in making the ROI figures work.”

Through the D2C’24 Summit, Flexion will canvas opinions and share its ideas on direct-to-consumer marketing with top developers. The goal will be to create a consensus on the tools and services developers will need to maximise returns.

Advertisement

“We’re at the edge of a step change in the mobile games market and it’s important for the industry that we get things right. That’s why we’ve invited developers to these talks, and I’d be happy to hear from anyone else who would like to contribute to the discussion,” Jens said.

Ben Anquetil’s appointment as Head of Business Development is an important part of Flexion’s future-focused strategy. He has a brief to evaluate the company’s value proposition for D2C with the aim of ensuring that developers generate better return on their marketing spend going forward.

“I’m delighted to welcome Ben to the Flexion family at such an exciting time. He has a wealth of experience in the alternative distribution space and in strategic initiatives that generate more revenue and audiences for developers. With his help, Flexion will grow a whole new aspect of its business, offering developers easy access to the burgeoning range of markets that will become the norm,” Jens said.

“I foresee amazing opportunities for developers. By using D2C services, they will be able to enhance user engagement and retention for their games while improving margin. These factors will give them the freedom to grow revenue and audiences,” Ben said.

Advertisement
Continue Reading

Industry News

Entain Appoints Ronald J. Kramer as Independent Non-Executive Director

Published

on

entain-appoints-ronald-j.-kramer-as-independent-non-executive-director
Reading Time: < 1 minute

 

Entain plc, the global sports betting and gaming group, announced the appointment of Ronald J. Kramer as an Independent Non-Executive Director with immediate effect.

The Board has determined that Ronald J. Kramer is independent. In making that determination, the Board have concluded that there are no other relationships or circumstances which are likely to affect his judgement and that any relationships or circumstances which could appear to do so are not considered to be material.

Barry Gibson, Chairman of Entain, said: “I am delighted to announce the appointment of Ron to the Board. He is a high calibre individual with deep knowledge and expertise of the US gaming industry. I am confident that his appointment will add significant value to the Board and complement our existing Board dynamics, as we continue to deliver our strategy of growth and focus on shareholder value.”

Advertisement

Ron brings extensive corporate finance, real estate and gaming industry experiences gained over a 40-year career. He is currently the Chairman and CEO of Griffon Corporation (NYSE:GFF), a diversified management and holding company headquartered in New York, and serves on the Board of Douglas Elliman Inc. (NYSE:DOUG), a leading residential brokerage company. Ron was previously the President and Director of Wynn Resorts Limited (Nevada:WYNN) between 2002 and 2008. He received a Bachelor of Science from Wharton School of the University of Pennsylvania in 1980 and an MBA from New York University in 1981.

Continue Reading

Trending

Get it on Google Play

Fresh slot games releases by the top brands of the industry. We provide you with the latest news straight from the entertainment industries.

The platform also hosts industry-relevant webinars, and provides detailed reports, making it a one-stop resource for anyone seeking information about operators, suppliers, regulators, and professional services in the European gaming market. The portal's primary goal is to keep its extensive reader base updated on the latest happenings, trends, and developments within the gaming and gambling sector, with an emphasis on the European market while also covering pertinent global news. It's an indispensable resource for gaming professionals, operators, and enthusiasts alike.

Contact us: [email protected]

Editorial / PR Submissions: [email protected]

Copyright © 2015 - 2024 - Recent Slot Releases is part of HIPTHER Agency. Registered in Romania under Proshirt SRL, Company number: 2134306, EU VAT ID: RO21343605. Office address: Blvd. 1 Decembrie 1918 nr.5, Targu Mures, Romania