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

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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.”

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/

Carmen Alexander

Entain’s Pitching In Initiative Crowned Grassroots Sports Initiative of the Year

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Entain’s Pitching In initiative has beaten off fierce competition to be named Grassroots Initiative of the Year at the Global Football Industry Awards. Launched by Entain in 2020, the trailblazing initiative has made a huge impact at the non-league level of England’s national game.

Pitching In is the title sponsor of the Isthmian, Northern Premier and Southern Leagues – collectively known as the Trident Leagues – that comprise 264 clubs at Steps three and four of the non-league pyramid.

Pitching In, however, has always been about more than a flagship sponsorship. At the heart of the initiative is the ambition to enhance engagement between football clubs and their local communities. This led to Entain being the founding partner of the Trident Community Fund (TCF).

The TCF was launched to help clubs establish and expand community initiatives, maximising the remarkable impact that grassroots football clubs have on their local area. Every club in the Trident Leagues is encouraged to apply for a grant of up to £5000 annually to support community initiatives. The TCF has now supported more than 150 such projects, helping to expand youth, women’s and walking football, as well as supporting initiatives focusing on local upskilling, tackling anti-social behaviour and supporting local veterans and food banks.

In 2022, Pitching In launched the Volunteer Hub to provide a one-stop online portal for clubs to post volunteering vacancies and for local people to sign up and get involved.

Pitching In’s contribution to the grassroots game has now been recognised at the Global Football Industry Awards, a landmark global ceremony which brings together industry giants and trailblazers from every corner of the football ecosystem.

Pitching In was up against the likes of McDonalds, Barclays, Adidas, Nike and Coca-Cola, who were among the other shortlisted nominees for the Grassroots Initiative of the Year prize. Hosted by football royalty – Jamie Carragher and Peter Crouch – the awards celebrate the visionaries, pioneers and change-makers powering world football from behind the scenes.

Stella David, CEO of Entain, said: “We are delighted to see Pitching In recognised in this manner. Football is central to our business, which is why we feel it is so important to invest in the sport at the grassroots level, playing our part in bringing clubs and their communities closer together.

“When we started this project back in 2020, non-league clubs – and English football more generally – were staring into an uncertain future amid the Covid-19 pandemic.

“The grants Pitching In provided at that time proved crucial and we have continued to grow our relationship with the more than 260 clubs, who are the backbone of the English game, over the time since. We love supporting grassroots football and are excited by how this partnership can grow and evolve further.

“We would like to thank the Northern Premier League, Isthmian League and Southern League for their continued support, along with every single volunteer who gives up their time for their local football club. The game at this level could not run without you and Pitching In will continue to do what we can to highlight your invaluable contributions.”

Carmen Alexander from the Global Football Industry Awards added: “Congratulations to Entain and all 2025 Global Football Industry Award winners.

“Our judges were impressed by the commitment Entain has shown to grassroots football over a prolonged period of time and particularly the Trident Community Fund, which continues to make a tangible difference to non-league clubs across the country. Entain is very worthy of this recognition.”

The post Entain’s Pitching In Initiative Crowned Grassroots Sports Initiative of the Year appeared first on European Gaming Industry News.

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Sky Bet Relocates Headquarters to Malta

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Sky Bet has relocated its headquarters to Malta, a move that could cut its UK tax bill by tens of millions of pounds a year. The change will mean less money for the government at a time when the public finances are under strain.

The chancellor needs to increase tax revenues and is under pressure to levy higher duties on the betting industry – something the industry is aggressively campaigning against. Sky Bet, which describes itself as “the UK’s No. 1 betting app,” has moved its sportsbetting business to the Maltese branch of a new UK company, SBG Sports Limited.

Flutter Entertainment PLC, Sky Bet’s parent company, first told staff about the move in June, alongside a plan to make around 250 people in the UK redundant. At a meeting which was live-streamed across Flutter’s “UK and Ireland” business, workers in Leeds, Sunderland, London, Dublin, Gibraltar, Porto and Cluj were told the relocation of Sky Bet to Malta was driven by a “need to operate more efficiently” and to reduce costs.

Steve Birch, chief commercial officer of Sky Betting and Gaming, said that from November 1, “day-to-day commercial and marketing decision making will take place in Malta,” although Sky Bet’s Leeds office would continue to be one of Flutter’s largest.

The post Sky Bet Relocates Headquarters to Malta appeared first on European Gaming Industry News.

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GiG Software PLC Q3 Trading Results

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GiG Software Plc, a leading B2B iGaming technology company, has announced its financial results for the third quarter ended 30 September 2025 (Q3 2025).

Key Operational Highlights

• Delivered three launches across Q3 2025, including GiG’s market-leading sportsbook in the UK, with two additional launches released following the end of the quarter

• Ongoing new business momentum continued, with five commercial agreements signed, including an agreement to supply the technology to a European Lottery alongside new business wins targeting the Brazilian market

• Continued progress against the Company’s key strategic growth priorities, in particular leveraging AI across the iGaming vertical

• Post quarter end, the Company entered into a commercial agreement with a European Operator to provide platform and sportsbook services to the French market.

Financial Summary of Q3 2025

• Q3 2025 revenue of €9.7 million (Q3 2024: €7.4 million), up 31% YoY

• Q3 2025 Adjusted EBITDA for the third quarter of 2025 increased €2.3 million to €1.2 million (Q3 2024: loss of €1.1 million) at a margin of 13% (Q3 2024: -15%)

• Q3 2025 operating loss reduced to €3.5 million (Q3 2024: underlying loss of €9.7 million)

• Cash and cash equivalents balance of €4.7 million as at 30 September 2025 (30 September 2024: €10.0 million; 31 December 2024: €6.4 million).

At the end of Q3 2025, GiG received €11m in relation to the Company’s directed share issue. In light of this, the Board is satisfied with the current strength of the Company’s Balance Sheet and, in the interest of all shareholders, do not currently envisage the need for additional funds.

Results for the First Nine Months of 2025

Revenue for the first nine months of 2025 (9M 2025) was up 22% YoY to €28.0 million (9M 2024: €23.0 million)

Adjusted EBITDA for 9M 2025 amounted to €2.6 million (9M 2024: underlying loss of €3.1 million), at a margin of 9% (9M 2024: -13%)

Operating loss for 9M 2025 reduced to €11.6 million (9M 2024: underlying loss of €22.1 million)

Richard Carter, Chief Executive Officer of GiG, said: “We continue to be encouraged with our ongoing financial and operational progress across the business. Our new business momentum has been supported by a number of key strategic new business wins, including recent gains targeting the Brazilian market and GiG securing a major European Lottery, marking our first entry into the lottery vertical.

“Q3 represented another period of progress for GiG and further evolution of the business. We continue to refine our go-to-market strategy and evolve our highly scalable technology platform complemented by an increasingly data-driven, AI-empowered operating model.”

The post GiG Software PLC Q3 Trading Results appeared first on European Gaming Industry News.

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