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Managing the ‘Invisible’ client is key to iGaming’s future, states Imovo’s CO
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At a time where traditional businesses are struggling to keep pace with an ‘invisible’ customer, and when digital communication is the new norm, the online gaming industry is faring better than most. But this is no time to rest on its laurels, claims Hadrian Sammut, Chief Officer Advisory and Projects at Malta-based data experts iMovo Limited.
The Malta-based company, which is an international leader in the fields of Customer Experience Management (CEM), Business Intelligence (BI) and Big Data Analytics, Artificial Intelligence and Workforce Management, has been building up its experience and client list across a number of sectors in recent years but Sammut believes iGaming is the frontrunner in terms of digital adoption and embracing digital natives. As the first partner in the EMEA region to achieve Zendesk Premier Implementation Partner status and with KYC driving online betting’s future prospects, he explains why managing the ‘invisible’ client is key to capitalising on the digital revolution.
“The European iGaming industry has always been at the forefront of the application of technology to meet the requirements of the ‘invisible’ client,” he advised. “With tighter compliance and AML requirements proposed across European iGaming we are already seeing various initiatives that address the increasing and stringent statutory requirements necessary for better customer protection. In a way, we view these tighter requirements as part and parcel of the overall customer experience within a rational regulatory framework. One thing is very clear; the emphasis should not be overtly on the tightening regulatory requirements as much as the higher need to know and understand the ‘invisible’ client and place this understanding within a context of improved customer experience.”
“The industry has always faced new challenges and the current compliance and AML requirements were clearly envisaged. However, we are discussing an industry that has unfailingly promoted technological advances and innovation, evidenced by the steady growth that is continues to experience year on year.”
As we hurtle towards 2020, for Sammut, we are living in a ‘Fourth Industrial Revolution’ as technology continues to evolve at a rate that is astounding. Focusing on how advancements in tech are subverting more traditional ways of doing business, and sometimes even rendering them redundant, he is concerned that most organisations are finding issues with dealing with an ‘invisible’ customer; one they never meet face-to-face but only recognise through online behaviour.
“We are experiencing rapid advances in the way we live, work and, more importantly within the context of this discussion, the way we relate to one another. With the advent of this digital revolution many analysts used to talk about the importance on implementing a reasonable technology balance that was often defined as ‘high-tech, high-touch.’
“But this very advancement has had an impact on the interaction between people, as more and more employees turn to email and social media to communicate with their clients. So, it is not surprising to discover that the traditional forms of communications are on a sharp decline. We can extrapolate the same concept to the business world and find that the very same phenomenon is taking place; the traditional ways of doing business has become more impersonal, at a distance and, very often, with an ‘invisible’ client. But has customer service always adapted to this new reality?”
“Undoubtedly, the ‘invisible’ client is becoming the norm,” he continued. “Over the last few years we have been in discussions with clients and asked them for the ratios of traditional vs. invisible. As recently as 2013 the balance was largely in favour of the traditional, but over the last few years the scale has been tipping largely on the other side. I would dare say that today the balance is largely in favour of the ‘invisible’ customer.”
The unseen presence of this new demographic brings with it the adoption of new tech and uses of data to meet the demands of online clients. Sammut believes there is a balance to be struck when measuring up face-to-face interactions in contrast to a wholly digital one. “With the tech-savvy, sophisticated customer of today, we cannot aim to just successfully attain good service, it is just as important to consider how that service was delivered, the ‘experience’ if you will,” he proposes. “Take the use of A.I., very often we highlight this experience in terms of its efficacy and value within an organisation, with little thought to the customers’ perspective. Various studies indicate that when A.I. is applied with little thought to the customer, this tends to have an adverse effect on the organisation, as customers start to feel more and more detached from the very organisation. This is one situation where it is important to maintain the ‘high-tech, high-touch’ model; it is good to apply high-tech solutions but not at the detriment of the contact with the client.”
New tech and the prevalence of big data are driving business onto unknown paths, following the recent Cambridge Analytica and Google Home Start scandals, the issue of customer protection is one reason online interaction is still met with scepticism from more traditional clients. “As more and more business organisations become data-driven, the issue of data governance will become more and more critical and acute. To achieve such a future-looking analysis companies will need to gather ever fragment of customer data as part of an overall data discovery process. They will also need to garner massive amounts of accurate and relevant data as part of the corporate objective.”
Fortunately for gaming as an industry, data shows it as one of the global pioneers in terms of communicating with and responding to this modern phenomenon of tech-savvy, unseen customers often referred to as digital natives and made up currently of predominantly millennials. “Gaming is traditionally a very cash rich sector which invests in futuristic solutions whereas other sectors can be more conservative. As a forward-thinking industry there is an advantage, especially as iGaming was born online so is already well equipped to working within a digital landscape. However, it’s important not to be complacent and lose sight of what keeps an industry competitive. The key to future proofing industries going forward will be the ability to know and predict what the invisible customer will do. The iGaming industry is largely targeting millennials, but it’s starting to recognise there is growth in educating and building relationships with older generations, or digital migrants, and that’s where CEM, BI and Big Data Analytics come into play.”
As a leader in these three fields and with its office based in the hub of European online gaming, iMovo understands the need for a strong self-service focus and client engagement strategy across as many channels of communication as technically possible. “At iMovo we have always prided ourselves as being the ‘Know Your Client’ company,” Sammut added. “In other words, we seek to make the modern-day ‘invisible’ client as ‘visible’ as technology today allows us. In fact, our services have consistently reflected this critical requirement. Our strategy has consistently been based at being at the forefront of exploiting technology across self-service, engagement and omni-channel support, and our recent appointment as the first partner in the EMEA region to achieve Zendesk Premier Implementation Partner status will help drive this.”
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: Managing the ‘Invisible’ client is key to iGaming’s future, states Imovo’s CO
Whale.io, an online casino and sportsbook platform, has announced the launch of Crock Dentist, a new addition to its Whale Originals game series. This release marks the first time the classic game, known for its engaging tooth-pulling mechanics, has been adapted as an original online casino title. Alongside the game, Whale.io is minting 1,000 Crock Dentist NFTs, available on its platform, providing holders with access to airdrop rewards tied to the game’s performance. These digital collectibles are designed to connect in-game assets with real-world value, aligning with the broader Real World Asset (RWA) integration trend in gaming and blockchain.
Crock Dentist: A New Whale Original
Crock Dentist reimagines the traditional game as a digital casino experience, combining familiar gameplay with randomized outcomes and modern graphics. As part of the Whale Originals portfolio, it is designed to deliver a seamless and entertaining experience for players. The game operates with a 97% Return to Player (RTP), meaning 3% of each wager contributes to a house edge, which is redistributed to the holders through an airdrop system.
Crock Dentist NFTs: Minting, Earning, Trading
Whale.io’s Crock Dentist NFTs introduce a novel way for players to engage with the platform’s ecosystem. The NFTs, limited to a supply of 1,000, can be minted directly on Whale.io’s website. Key features include:
- Minting: Users can acquire a Crock Dentist NFT to participate in the platform’s reward system.
- Earning: Each NFT entitles holders to 0.1% of airdrops funded by the game’s 3% house edge. Airdrops are distributed in $WHALE, the platform’s native token, at random intervals..
- Trading: NFT holders can retain their assets to receive ongoing airdrops or trade them on secondary markets, based on their preferences.
The first weekend was an exclusive mint for Battlepass owners. It has been said that the public mint will open up for the public on Tuesday. Each user can mint up to 5 Crock NFTs and the mint price will increase daily until all 1000 NFTs are sold out. The airdrop pool grows with every spin played in Crock Dentist, creating a direct link between game activity and NFT holder rewards. Based on previous Whale Originals releases, the game performance is expected to grow consistently which translates to bigger airdrops for the NFT holders.
Transparency and Accessibility
Whale.io emphasizes transparency by maintaining publicly accessible wallet on its site:
- Royalty Wallet: Finding all the info related to aftermarket transactions, buybacks, collection royalty and airdrops from the blockchain.
This approach ensures users can verify all activities on the blockchain, fostering trust and accountability. Airdrops are automatically sent to NFT holders’ wallets, requiring no additional actions beyond minting and holding.
Integration with $WHALE Token
The $WHALE token serves as the native currency within Whale.io’s ecosystem. Currently, users can utilize $WHALE to play games, purchase battle passes, or stake for additional benefits. With the upcoming Token Generation Event (TGE), the platform plans to introduce further utilities, enhancing the token’s role across its offerings. The launch of Crock Dentist and its NFT collection arrives as Whale.io prepares for its $WHALE TGE, a milestone that will expand the platform’s ecosystem. By minting Crock Dentist NFTs, users can join the community early and participate in the evolving reward structure. The limited supply of 1,000 NFTs underscores the exclusivity of this opportunity.
About Whale.io
Whale.io is an online casino and sportsbook platform known for its proprietary Whale Originals games and community-driven reward systems. Crock Dentist is now live on Whale.io, with NFT minting open to all users. Committed to transparency and innovation, Whale.io serves a global user base with a focus on integrating gaming and blockchain technology.
Discovering the future of Whale.io Casino and Whale Token by checking them out here:
Website: https://whale.io/nft
Socials: https://linktr.ee/whalesocials_tg
Contact
Whale
Whale.io
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SOFTSWISS has opened the waitlist for early access to the 2026 iGaming Trends Report – a comprehensive playbook created to provide business leaders with data-driven insights into iGaming perspectives for 2026.
The fourth edition of the leading industry playbook, developed in partnership with NEXT.io, brings together quantitative research by independent analytics agency Kantar, qualified opinions from over 350 iGaming experts, and AI analysis of more than 120,000 media headlines to outline the key discussions shaping the future of the iGaming industry. Powered by real cases, market analytics, and authoritative views, the report shares credible, data-backed forecasts for 2026.
While the report itself will be released on 3 November, waitlist members will receive early notification and priority access to exclusive insights as soon as it goes live.
“Autumn is the season for building annual strategies – and it’s also the fastest-paced business season of the year. That’s why we suggest joining the 2026 iGaming Trends Report waitlist now, so when you sit down to plan your strategy, you’ll be fully equipped with the latest data and insights,” – said Valentina Bagniya, Chief Marketing Officer at SOFTSWISS.
The 2026 iGaming Trends Report, created by SOFTSWISS in partnership with NEXT.io, will be presented live during the 2026 iGaming Trends Marathon at the SiGMA Central Europe Summit on 5 November. The Marathon will unveil the new edition live on stage through a high-impact programme packed with expert talks and industry insights.
During the 2026 iGaming Trends Marathon, leading iGaming experts will share their perspectives on key industry areas, including cybersecurity, brand management, responsible gaming and, of course, AI integration. The programme will also cover discussions on the future of iGaming in Latin America and Africa.
Last year 2025 iGaming Trend Report was included into the Honorable mentions list at PR Daily’s 2025 Content Marketing Awards ranked alongside Bayer, McDonald’s and Epam.
To stay ahead in 2026, interested professionals can join the waitlist and be among the first to receive the full 2026 iGaming Trends Report the moment it goes live.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Casino Platform, the Game Aggregator with over 35,000 casino games, Affilka Affiliate Platform, the Sportsbook Software and the Jackpot Aggregator. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
The post SOFTSWISS 2026 iGaming Trends Report: Waitlist Available Ahead of November Launch appeared first on European Gaming Industry News.
Reading Time: 2 minutes
Is AI technology really at the point where it can truly add value to customer engagement? Tugi Tark’s new sandbox environment allows operators to find out.
Tugi Tark, the Estonian-based international AI customer service company, has launched its sandbox this week with the aim of giving operators the ability to explore how AI could work for their players, using their specific casino policies and player profiles, all in a real-world scenario.
By testing an unlimited number of situations wherein players interact with AI agents, the sandbox allows operators to experience how conversations and escalation flows would work if they implemented Tugi Tark as their customer service solution.
Harpo Lilja, CEO of Tugi Tark, explains: “The sandbox is essentially a controlled environment we’ve created where operators can test the AI agent capabilities against their own needs. They can configure the sandbox to their specific casino policies and adjust the agent’s tone of voice — which gives them a first-hand preview of how our AI agent can serve their players.
He continues: “One reason we built the sandbox is that we know from conversations with operators that people are still hesitant about whether AI solutions have reached a point in customer service where the impact is worth implementing – or if AI technology is still at a level where it risks alienating players due to poor quality. And people don’t want to commit if they don’t really know what they’re getting, which is often the case, as companies usually don’t provide enough testing to do so.
What does the sandbox allow operators to do?
Tugi Tark’s sandbox can mimic everything operators need to see how it actually works, including:
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player frustrations
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technical troubleshooting
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KYC concerns, bonus requests
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payment issues, and more.
Casinos can manually add synthetic player data without integration, which showcases how well the AI agent can handle player inquiries when it has access to both policy documentation, player data, and gaming history.
Tugi Tark’s hybrid AI model blends operational automation with human oversight, focused on compliance, emotional intelligence, empathy, service mindset, and player safety. And now, that’s available for operators to test fully using their own unique circumstances.
The testing environment allows manual casino player profile inputs, such as name, account creation date, birthday, KYC status, account limits, player segment, available bonuses, transaction and game history, and a brand’s all policies.
Using intuitive automation, the AI agent is contextually appropriate for each conversation – there are no drop-down menus or prompts, but rather, ‘natural’ language that mimics how humans communicate. For example, if users misspell, abbreviate, or use slang, the agent will understand, and if not, it will ask follow-up questions until it does.
Another feature that was integrated for customer comfort is that if a player is a little vague, rather than return the classic AI chatbot “I didn’t understand your inquiry”, the agent can check all the KYC documentation, including status, player history, exact amounts and date, so it can ask intuitive follow-up questions and arrive at a solution more quickly and thoroughly.
“With the sandbox up and running, any operator in dozens of languages and geos is able to test how Tugi Tark’s AI agents will work, on their site, within their player base. That means without having to endure lengthy sales pitches or commit to a product, operators are able to test exactly what it’s like having our technology work for them,” concludes Lilja. “And the great thing is that the entire process has a setup time of 30 minutes.
The post Introducing the newest testing tool for AI-boosted customer engagement appeared first on European Gaming Industry News.
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