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/
Wynn Resorts Limited has reported the financial results for the first quarter ended March 31, 2024.
Operating revenues were $1.86 billion for the first quarter of 2024, an increase of $439.2 million from $1.42 billion for the first quarter of 2023. Net income attributable to Wynn Resorts, Limited was $144.2 million for the first quarter of 2024, compared to net income attributable to Wynn Resorts, Limited of $12.3 million for the first quarter of 2023. Diluted net income per share was $1.30 for the first quarter of 2024, compared to diluted net loss per share of $0.02 for the first quarter of 2023. Adjusted Property EBITDAR was $646.5 million for the first quarter of 2024, compared to Adjusted Property EBITDAR of $429.7 million for the first quarter of 2023.
“The strong momentum we experienced in our business throughout 2023 continued to build during the first quarter with Adjusted Property EBITDAR reaching a new all-time record. The investments we have made in our properties, our team and our unique programming continue to extend our leadership position in each of our markets. On the development front, vertical construction on the hotel tower at Wynn Al Marjan Island is well underway, and we are confident the resort will be a ‘must see’ tourism destination in the UAE. We are excited about the outlook for the Company, and we believe we are well positioned to deliver continued long-term growth,” Craig Billings, CEO of Wynn Resorts Limited, said.
Consolidated Results
Operating revenues were $1.86 billion for the first quarter of 2024, an increase of $439.2 million from $1.42 billion for the first quarter of 2023. For the first quarter of 2024, operating revenues increased $217.5 million, $181.0 million, $49.8 million, and $1.5 million at Wynn Palace, Wynn Macau, our Las Vegas Operations, and Encore Boston Harbor, respectively, from the first quarter of 2023.
Net income attributable to Wynn Resorts, Limited was $144.2 million for the first quarter of 2024, compared to net income attributable to Wynn Resorts, Limited of $12.3 million for the first quarter of 2023. Diluted net income per share was $1.30 for the first quarter of 2024, compared to diluted net loss per share of $0.02 for the first quarter of 2023. Adjusted net income attributable to Wynn Resorts Limited was $176.8 million, or $1.59 per diluted share, for the first quarter of 2024, compared to adjusted net income attributable to Wynn Resorts, Limited of $33.3 million, or $0.29 per diluted share, for the first quarter of 2023.
Adjusted Property EBITDAR was $646.5 million for the first quarter of 2024, an increase of $216.8 million compared to Adjusted Property EBITDAR of $429.7 million for the first quarter of 2023. For the first quarter of 2024, Adjusted Property EBITDAR increased $91.3 million, $92.4 million, and $14.7 million at Wynn Palace, Wynn Macau, and our Las Vegas Operations, respectively, and decreased $0.3 million at Encore Boston Harbor, from the first quarter of 2023.
Wynn Resorts Limited also announced that its Board of Directors has declared a cash dividend of $0.25 per share, payable on May 31, 2024 to stockholders of record as of May 20, 2024.
Bragg Gaming Group, a global B2B content-driven iGaming technology provider, reported record financial results for the first quarter of 2024.
Matevž Mazij, Chief Executive Officer for Bragg, commented: “We carried our strong momentum in 2023 into the first quarter, delivering robust growth that underscores the ongoing success of our efforts to transform Bragg into a content-focused iGaming solutions provider across expanding North American and European markets. Year-over-year revenue increased by 4.2% to EUR 23.8 million, largely propelled by organic growth from our current client base, the addition of new customers in multiple jurisdictions, and impressive results from our in-house Wild Streak Gaming casino games studio.
“Although gross profit and Adjusted EBITDA saw modest decreases in the first quarter stemming from the extension and renegotiation of our agreement with Entain Plc to provide our PAM platform to BetCity.nl through 2025, we maintain a strong belief in our ability to achieve long-term growth and profitability. Our proprietary and exclusive third-party content continues to gain ground with an increasing number of top-tier operators globally, and we introduced a total of 19 new exclusive titles worldwide in the first quarter of 2024.
“Additionally, as we continue to make encouraging progress on our strategic alternatives review process, it’s important to emphasize that we are operating the business as usual and remain laser-focused on capitalizing on growth opportunities.
“With that in mind and in response to the increasing demand and growth in the iGaming marketplace, subsequent to quarter end, we took two significant steps to further fuel our growth initiatives. First, we secured a USD 7.0 million investment through a promissory note, enhancing our balance sheet flexibility as we continue to execute our strategy and explore strategic alternatives to maximize shareholder value.
“Second, we bolstered our leadership team with the appointment of Neill Whyte as our new Chief Commercial Officer. With over 18 years of iGaming experience and a proven track record of driving growth through successful commercial partnerships, Neill’s expertise will be invaluable as we leverage our extensive content and product portfolio to expand in existing and new markets. This key hire is another testament to how we are scaling our organization for sustained growth and profitability.
“While the strategic review process progresses, we remain bullish on the opportunities ahead as the trend of iGaming regulation continues worldwide. We see exciting potential in newly regulating markets like Brazil, Peru and Finland, as well as untapped opportunities in regions like Africa that we are actively exploring.
“The strategic moves we have made have established Bragg as a vital content provider for premier international iGaming operators, reinforcing our base for reliable and lucrative growth. Equipped with the appropriate strategies, financial resources, and talent, we are well-prepared to maintain our business momentum while pursuing initiatives that foster cash flow growth and deliver increased value to our shareholders.”
Amatic Industries has teamed up with long-standing local partner Comatel to wow the crowds at premier gaming expo FIJMA Madrid. Together, the two are presenting a comprehensive display of solutions at the show running until May 9 at IFEMA, Madrid.
There are different Gemini configurations, each including a mix of the best slot games of Amatic’s library, 5 games of the Multi Link collection and the table game classics roulette, baccarat, SicBo and blackjack, with the possibility to connect them to a physical roulette wheel.
Viva Vegas is a gaming concept specially developed for the Spanish market. In addition to the traditional slot games, the new “King of Fichas” feature has been implemented, allowing players access to a much wider range of games only playable with the so-called “Fichas”. There are three different versions playable on various game cabinets.
With the Revo III configuration, the players get offered the table game classics roulette, baccarat, SicBo and blackjack with the advantage to play the additional “Go for Gold deluxe” feature from all games. Within this configuration, the players have now the possibility to place up to five golden Jetons on the “Go for Gold deluxe” feature.
“We are delighted to exhibit alongside our valued partner Comatel at FIJMA Madrid. Through our longstanding collaboration, we have built a strong foundation of trust and innovation. Together, we look forward to showcasing our latest gaming solutions and providing attendees with a glimpse into the future of entertainment,” said a sales representative at Amatic Industries.
The post Amatic and Comatel Present Innovative Gaming Solutions at FIJMA Madrid appeared first on European Gaming Industry News.
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