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Gamesys builds on “transformative” year with 360º customer experience focus

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Following a landmark 2019, Lee Fenton, the CEO of the newly formed Gamesys Group, reveals how a recent integration of Zendesk’s customer service and engagement platform is providing the groundwork for Gamesys’s ventures/brands.

With over 1,300 employees across 16 group offices worldwide Gamesys puts a lot of emphasis on ensuring the best customer service across all your brands, how has your recent transformation via Zendesk enhanced your focus on customers?

Zendesk has set the foundation for our 360º view of the player initiatives for 2020. Being able to look at our players in different contexts while all within one unified system, gives us the ability to provide a personalised experience for our players based on their preferences and needs. Our players may prefer to engage with us on social channels, receive a call-back or search for the answer to their issue without ever engaging with our advisors. Zendesk has allowed us to introduce these options and enhance our existing channels increasing our teams’ capacity.

Zendesk has also provided us with an invaluable insight into what our players expect from our customer experience team. This enables us to personalise our player’s experience even further as we roll-out the next phases of our customer care platform. Our ultimate aim is to ensure that we provide the best experience, via the right channel, within a safe and responsible environment.

 

Gamesys’ customer service transformation required collaboration across multiple teams to get buy-in and transform their service centres, what’s the key to keeping everyone on message?

To understand the magnitude of collaboration that was needed to enact this change, 21 teams actively contributed to the successful selection and 82-day roll-out of Zendesk. The success of the initial rollout came down to personal investment, a willingness to engage and constructively work through competing priorities and a commitment to improving both the experience and toolsets for our players and advisors.

 

Not many companies have to provide market-leading customer experience to a global player community, what are your top priorities in terms of anticipating your customers’ needs?

Our top priority for 2020 in the customer experience space is to provide the best entertainment to our players within a safe and responsible environment. This relationship demonstrates our commitment to understand and care for our players and enables us to provide the most enjoyable customer experience.

Zendesk provides a unified view of the player, multiple avenues to reach out to our community and contributes intelligence which we use to refine our predictive models which identify users who may potentially be at risk.

As regulations evolve, it is vital that we continue to demonstrate our commitment to compliance. Zendesk provides us with tools for rigid GDPR compliance, auditing and reporting for KYC and AML.

 

How do you measure the impact of the customer experience with your customers, are you predominantly focused on retention and spend or is there more to it?

We want to build long-term sustainable relationships with players. We measure the impact of their experience through their engagement with our brands throughout their lifetime rather than spend.

We are always looking to invest in our players and their experience, and this gives us a competitive advantage in the marketplace. We are in the entertainment business which is at the heart of the reason why players visit our sites. Our focus is providing enjoyment whilst empowering them with the tools to control their play. By providing a frictionless customer experience, we enhance the value of the brand which helps in our goals of creating a sustainable responsible business and organically drives brand awareness and retention.

 

Bingo players and operators are unique compared to other sectors of the gaming community. Where do you see the key differences in providing customer service to this sector than say land-based casinos or slots customers?

For our online Bingo-led brands, we have a vibrant social community who enjoy engaging with other members and our Chat Hosts. Our community is often the first to provide us with constructive feedback on our games and engage with us if there are any issues on the site that may need attention. This community feel is not unique to our Bingo players and can be equally applied to other segments of our poker and casino communities. At Gamesys, we have found that brand, player demographics, and a player’s persona influence the type of customer experience one would most prefer to receive — whether that be via phone, email, chat, or even self-service.

 

As an award-winning, leading global operator, what does Gamesys’ vision look like in the next decade and what part do your service centres play in this?

We continue to invest in the Gamesys Group multi-brand strategy and we recently launched a new site with Scientific Games which is dedicated to one of the UK’s most popular slots, Rainbow Riches.

We will also continue to develop our existing ventures while expanding into new markets. As we know from entering new markets such as Germany, Sweden, and Japan, each market comes with unique challenges, opportunities and regulatory compliance requirements. Our advisors and the player experience we provide will continue to adapt and remain flexible so that we can respond continually to meet our player’s expectations.


Source: Latest News on European Gaming Media Network
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Gamesys builds on “transformative” year with 360º customer experience focus

George Miller (Gyorgy Molnar) started his career in content marketing and has started working as an Editor/Content Manager for our company in 2016. George has acquired many experiences when it comes to interviews and newsworthy content becoming Head of Content in 2017. He is responsible for the news being shared on multiple websites that are part of the European Gaming Media Network.

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Xprizo appoints Alex Cachia as Chief Information Officer

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Xprizo, a cutting-edge iGaming fintech platform, has appointed Alex Cachia as Chief Information Officer (CIO) as it targets significant commercial growth by harnessing technology to empower underserved communities around the globe.

His focus will be building a high-performing tech organisation to support Xprizo’s expansive growth plans. A key element will be maximising investment value and business objectives that deliver social impact and business success.

Xprizo Chief Information Officer Alex Cachia commented: “I’m excited to join Xprizo at this time – I love the product and the goal of fostering financial inclusion. There are massive growth prospects on the horizon, and I cannot wait to bridge the gap for underserved communities around the world.”

Additional efforts will be targeted at regulatory compliance, and data-driven decision-making. As CIO, he’ll be tasked with aligning technology investments with business objectives, increasing automation, and creating a culture of continuous improvement.Cachia joins Xprizo with 24 years of experience in technology leadership, with expertise in FinTech, gaming, and affiliate marketing. During this time he completed several projects in technical debt reduction, marketing tech strategies, and security enhancements in affiliate marketing.

Xprizo CVO Richard Mifsud added: “Alex arrives at Xprizo with extensive experience in scaling technology, inspiring innovation and establishing operational excellence. The team is ready to take a step forward under his leadership and adeptness with cutting-edge solutions to achieve our mission of financial inclusion.”

The post Xprizo appoints Alex Cachia as Chief Information Officer appeared first on European Gaming Industry News.

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Spinomenal launches latest Spinoleague with €12m Max prize pool

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Leading iGaming content provider, Spinomenal has launched its latest Spinoleague that has a massive €12m max prize pool. The Spinoleague returns after last year’s huge success, promising even more thrilling challenges in its highly anticipated first tournament.

The Spinoleague follows an innovative format, divided into separate tournaments, each comprising several rounds and culminating with one final ‘Super Round.’ Spinomenal’s entire portfolio of slot games (including any new releases) will participate in the Spinoleague, except for 1 Reel games and a small selection of others.

There are eight tournaments in total and the first begins today before concluding on 26th March. The next seven tournaments begin the day after the last finishes and the final one will end on 4th March 2026. Promotional activities will be running throughout the tournaments to heighten the excitement and build anticipation.

An interactive Leaderboard is available for players who reach the qualifying total which will be displayed within the tournament tool. After each round ends, the Leaderboard will reset, giving players a chance to climb the ranks.

Spinomenal CO-CEO, Omer Henya commented: “Spinoleague is back by popular demand after the massive success it enjoyed last year as we marked our 10th anniversary. The next edition of the tournament features several rounds that each build to the ultimate Super Round.”

The post Spinomenal launches latest Spinoleague with €12m Max prize pool appeared first on European Gaming Industry News.

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Grand Slam Track™ announces Stats Perform as exclusive global data and betting rights provider

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Grand Slam Track™, the new global home of professional track competition, launched by four-time Olympic Champion Michael Johnson, announced it has selected global sports AI, tech and data leader Stats Perform as its exclusive global data and betting rights distributor and integrity partner. 

Grand Slam Track™ is the premier global professional track league, featuring head-to-head matchups between the fastest stars in the sport. Every detail has been designed to unlock the sport’s full potential of storytelling, personalities, and gamification for broadcast and commercial partners and most importantly, for track stars and fans. 

Amongst increased prize money, contracted racers, and many other innovations designed to elevate the profile of track racing, only one event will take place at a time at each Slam. The Slams will be broadcast live on linear TV and streaming and across licensed sportsbooks. Together these initiatives are expected to create unprecedented fan affinity and attention for the racers and rivalries.  

Stats Perform is a trusted partner to many of the world’s highest-profile professional men’s and women’s sports organizations, with a deep expertise in collecting, creating, and distributing trusted, premium sports data, AI technology, and news and video content to maximize fan and bettor engagement, as well as supplying integrity services across the world of professional sport. 

“We’re delighted to partner with a world leader like Stats Perform to help us bring track to more fans across the globe,” said Michael Johnson, Commissioner of Grand Slam Track™.

“We look forward to setting a new standard for our sport with Stats Perform’s extensive network of trusted media and betting partners, eye-opening technology, and their true passion for the power of sport to unify and entertain. After helping leagues like the Premier League, WTA, La Liga and more build their audiences, we’re excited for them to do the same with Grand Slam Track™,” he added. 

“This partnership with Stats Perform is important for Grand Slam Track and the entire sport for a few reasons,” said Steve Gera, President of Grand Slam Track. “In addition to co-investing into the development of data and betting infrastructure for the sport, Stats Perform is also ensuring that all of our athletes, partners, and stakeholders enter this space with the highest level of knowledge, education, and integrity. They will be an important asset to the large investment our league is making into this sport.”

“MJ and the Grand Slam Track™ team have created something with astonishing entertainment and commercial potential for men’s and women’s track athletics, built upon his decades of unique experience on all sides of the spectrum, as a racer, as a media professional, and as an entrepreneur,” explained Carl Mergele, Chief Executive Officer at Stats Perform.  

“Everyone at Stats Perform is honored to have been selected as Grand Slam Track™’s exclusive data and betting streaming rights provider. We are excited to help them realize their vision of lifting the stories and personalities of track racing to their rightful positions in the hearts and minds of fans and bettors globally,” he said.

Grand Slam Track™ will host four Slams taking place this year between April and June in Kingston, Jamaica, Miami at Miramar, Philadelphia, and Los Angeles. 96 contracted men’s and women’s star athletes will race over three action-packed hours, across 12 event groups for three consecutive nights. All four Grand Slam Track events will be streamed live in the U.S. on Peacock, including exclusive coverage of Slam Fridays, with the CW Network providing broadcast coverage of Slam Saturdays and Sundays. International broadcast information will be announced soon.

The post Grand Slam Track™ announces Stats Perform as exclusive global data and betting rights provider appeared first on European Gaming Industry News.

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