Canada

Survey Reveals Poor CRM Strategy Impacts Retention with US customers

Published

4 years ago

June 10, 2022

Enteractive/Harris Poll Findings Reveal Americans Would Prefer Human Interaction

Leading retention firm Enteractive announced the results of a survey of Americans attitudes towards customer relationships in the United States. The survey was commissioned by Enteractive and conducted online by The Harris Poll among over 2,000 U.S. adults 18+ to shine a light on consumer preferences and attitudes in the US, as the European CRM experts enter the market in 2022.

With recent legalization in New York, plus 19 other states allowing some form of wagering, online gambling brands are signing up thousands of new players during important sporting events like the Super Bowl, March Madness and the upcoming Tennis Grand Slam events, the US Open and Wimbledon. However, they are also losing a large proportion of newly acquired customers due to a poor approach to loyalty and CRM standards.

The findings of the survey were consistent with this lack of CRM focus in the US, especially in the technology and entertainment fields currently. Some of these include:

– 90% of Americans would prefer to speak with a real person when contacting a brand with an inquiry as opposed to an automated agent

– 89% of Americans believe brands’ call agents should speak the same language as the customer they are calling

– 87% of Americans think US brands should use a CALLER ID when contacting customers so they can clearly see who is calling them

– 87% of Americans said they are MORE LIKELY to stay loyal to brands if they are able to speak with live agents who care about their experience when contacting them

– 70% of Americans find robo-calls from brands frustrating, with 54% confiding they are VERY frustrating

– Two in five Americans would not be averse to getting a call from brands (42%) to check in and improve the customer relationship

Enteractive CEO Mikael Hansson noted, “I was so pleased to see the results as they bear out our personal interaction business model, that we are excited to be bringing to the US later in the year.” Adding, “Since 2009 we’ve had real people talking to our clients’ customers in their own language to bring them back with amazing success. We’re looking forward to helping US companies with their customer retention by actually speaking with their users as well.”

A leader in customer retention in the online gambling sector across various global markets with clients typically seeing a 500% increase in customer reactivation, and a 300% increase in customer spend, Enteractive is entering the US market as online and mobile sports betting and other iGaming formats grow quickly as the number of states with legalized sports betting has increased.

As part of the survey, Enteractive polled Americans on attitudes towards online gambling and found that 52% support some online casinos/sports betting nationally, while 49% approve of the same at the state level.

“There’s currently a gold rush in the US sports betting market,” adds Hansson, “and the eventual winners will be those brands that engage with their customers and build relationships for the future. Every brand must keep a clear focus on all aspects of their offering, ensuring that all the hard work in getting to market, and the expense of customer acquisition is not quickly lost to lapsing customer relationships.”

Canada

XSOLLA STRENGTHENS COMMITMENT TO ATLANTIC CANADA’S GROWING GAME INDUSTRY WITH EXPANDED EVENT PRESENCE

Published

2 days ago

June 3, 2026

GamingAmericas.com

xsolla-strengthens-commitment-to-atlantic-canada’s-growing-game-industry-with-expanded-event-presence

Global Video Game Commerce Company To Support Industry Growth Through Panels, Workshops, And Community Engagement Across Atlantic Canada

Xsolla, a leading global video game commerce company, today announced its participation in two major gaming industry events taking place across Atlantic Canada from June 3-5, 2026, reinforcing the company’s commitment to supporting regional game development ecosystems and fostering industry collaboration.

Xsolla will participate in both Game Invest East and XP Game Connect Atlantic, joining developers, publishers, investors, and industry leaders for discussions centered on the future of game development, investment, and innovation in the local area.

At Game Invest East, held in partnership with Scaffold, Xsolla will contribute to conversations around funding, growth opportunities, and the evolving business landscape for game studios.

Featured on the panel titled “If You Can Make It Here,” Xsolla’s Manny Hachey, Senior Director of Developer Success, joins Kate Edwards, CEO and Principal Consultant of Geogrify, and Amir Satvat, Business Development Director at Tencent Games, founder of Always Supporting the Games Community (ASGC), and a 2026 GamesBeat Visionary Award honoree, to explore how new regions and new entrants can survive and thrive in disruptive times.

Hachey, a native of Atlantic Canada, was personally requested by Scaffold to represent Xsolla at the event — a homecoming that adds a personal dimension to the panel’s central thesis. Having built her career and made her mark in Germany’s games industry, she returns with a firsthand perspective on what it takes to leave, build something meaningful abroad, and come back with proof of concept.

Xsolla will continue its Atlantic Canada engagement at XP Game Connect Atlantic in Halifax on June 5. John Nguyen, Regional Vice President, Canada at Xsolla, and Ted DiNola, Developer Evangelist at Xsolla, will host a workshop titled ‘Full Picture to Fast Lane: Xsolla Ecosystem Overview & Live SDK 3 Integration’, providing practical insights and actionable strategies for developers navigating today’s rapidly evolving gaming market.

Nguyen will also host a panel titled, ‘What Does the Future of Game Development Look Like in Atlantic Canada?’ where he will be joined by industry experts, including Ryan Filsinger from Iron Fox; Shawn Woods, CEO at Alpha Dog and VP of Interactive Society of Nova Scotia; George Greer, Founder of Besszong; and Jade Yhap, President of Interactive NB. The panel will explore the region’s growing role in the global games industry and the opportunities ahead for studios, talent, and ecosystem partners.

John Nguyen, Regional Vice President, Canada, at Xsolla

“Atlantic Canada continues to emerge as an exciting hub for game development talent and innovation,” said John Nguyen, Regional Vice President, Canada, at Xsolla. “Xsolla is proud to support these events and contribute to conversations that help empower developers, build ecosystems, strengthen industry connections, and accelerate growth across the region.”

Berkley Egenes, Chief Marketing & Growth Officer at Xsolla

“Events like Game Invest East and XP Game Connect Atlantic are critical for building stronger connections across the games industry,” said Berkley Egenes, Chief Marketing & Growth Officer at Xsolla. “Atlantic Canada has a growing community of talented developers, creators, and industry leaders, and we’re excited to be part of conversations that help to shape the future of gaming in the region while supporting studios at every stage of growth.”

Through its participation in these events, Xsolla aims to deepen relationships within the Atlantic Canadian game development community while supporting knowledge-sharing, collaboration, and long-term ecosystem growth.

For more information about Xsolla’s participation in these events across Atlantic Canada, visit: xsolla.pro/Atlantic-Canada

The post XSOLLA STRENGTHENS COMMITMENT TO ATLANTIC CANADA’S GROWING GAME INDUSTRY WITH EXPANDED EVENT PRESENCE appeared first on Americas iGaming & Sports Betting News.

Ben Scobie-Trumper Head of Sales at mkodo

GGPoker selects GeoLocs geolocation service for regulated Ontario market

Published

3 days ago

June 3, 2026

Wladimir P.

ggpoker-selects-geolocs-geolocation-service-for-regulated-ontario-market

mkodo’s GeoLocs will handle in-platform location checks for GGPoker players in Ontario, removing the need for a separate verification app.

GGPoker has selected GeoLocs by mkodo as its geolocation service provider for the operator’s regulated Ontario offering.

Under the partnership, GeoLocs will provide in-platform location verification for GGPoker players across Ontario, with the aim of supporting regulatory compliance without requiring an additional app download or separate approval process.

“Our priority is to ensure players have a seamless experience on GGPoker whilst staying fully compliant with regulations. We chose GeoLocs because of their proven expertise, industry and regulatory knowledge and the fact that players don’t need to verify location through a separate app or download.” – Sarne Lightman, Managing Director of GGPoker.

“The partnership with GGPoker is very exciting. We’re proud to support a globally recognised operator in delivering a seamless, compliant player experience in Ontario. With Alberta opening in July, the partnership with GGPoker in Ontario further reinforces GeoLocs’ expansion across the Canadian gaming market.” – Ben Scobie-Trumper, Head of Sales at mkodo.

GeoLocs is a geolocation product built by mkodo for regulated markets, supporting web and mobile location checks for gaming, sports betting, poker and lottery operators, according to the company.

The post GGPoker selects GeoLocs geolocation service for regulated Ontario market appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Business Development

Xsolla expands Atlantic Canada event push with Game Invest East and XP Game Connect

Published

3 days ago

June 3, 2026

Wladimir P.

xsolla-expands-atlantic-canada-event-push-with-game-invest-east-and-xp-game-connect

Xsolla will take part in two Atlantic Canada industry events—Game Invest East and XP Game Connect Atlantic—running June 3-5, 2026, as it increases its presence in the region’s game development ecosystem.

The company said it will join discussions with developers, publishers, investors, and other stakeholders focused on game development, investment, and innovation. At Game Invest East, held in partnership with Scaffold, Xsolla will participate in a panel titled “If You Can Make It Here.” Xsolla’s Manny Hachey, Senior Director of Developer Success, will appear alongside Kate Edwards, CEO and Principal Consultant of Geogrify, and Amir Satvat, Business Development Director at Tencent Games, founder of Always Supporting the Games Community (ASGC), and a 2026 GamesBeat Visionary Award honoree.

Xsolla’s Halifax stop comes on June 5 at XP Game Connect Atlantic. John Nguyen, Regional Vice President, Canada at Xsolla, and Ted DiNola, Developer Evangelist at Xsolla, will host a workshop titled “Full Picture to Fast Lane: Xsolla Ecosystem Overview & Live SDK 3 Integration.”

Nguyen will also host a panel, “What Does the Future of Game Development Look Like in Atlantic Canada?”, joined by Ryan Filsinger from Iron Fox; Shawn Woods, CEO at Alpha Dog and VP of Interactive Society of Nova Scotia; George Greer, Founder of Besszong; and Jade Yhap, President of Interactive NB.

“Atlantic Canada continues to emerge as an exciting hub for game development talent and innovation,” said John Nguyen, Regional Vice President, Canada, at Xsolla. “Xsolla is proud to support these events and contribute to conversations that help empower developers, build ecosystems, strengthen industry connections, and accelerate growth across the region.”

The post Xsolla expands Atlantic Canada event push with Game Invest East and XP Game Connect appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.