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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
GGPoker, the World’s Biggest Poker Room, today announced the launch of WSOP Express, a revolutionary new series of online qualifier tournaments designed to give every player the chance to win their way into the most prestigious live poker events on the planet.
WSOP Express utilizes a simple ‘steps’ format, allowing players to embark on their journey to glory from tiny buy-ins:
- Step 1: All-In or Fold 4-max Sit & Go – $0.50 or Step 1 ticket buy-in – Step 2 ticket prize
- Step 2: Spin & Gold 6-max Sit & Go – $2 or Step 2 ticket buy-in – Step 2-4 ticket or WSOP Pass prize
- Step 3: Turbo Tournament – $10 or Step 3 ticket buy-in – Step 4 ticket prize
- Step 4: Regular Tournament – $150 or Step 4 ticket buy-in – Ring Pass or Bracelet Pass prize
Players can start at Step 1 or buy directly into any step, making the path to live tournament poker accessible to all.
GGPoker will also host special step tournaments, which participants can play to win the bigger WSOP Express passes:
- Bracelet Step: Regular Tournament – $1,000 buy-in or ticket – Bracelet Pass prize
- Super Step: Regular Tournament – $2,500 buy-in or ticket – Super Pass prize
Free WSOP Express tickets can be claimed through various exciting promotions, including cash game challenges and more.
The available WSOP Express passes are:
- $5,000 Ring Pass: Your ticket to WSOP Super Circuit Live Events, this pass includes event buy-in plus expenses
- $10,000 Bracelet Pass: Grants entry to $10,000 WSOP bracelet events, such as next year’s iconic WSOP 2026 $10K Main Event in Las Vegas
- $30,000 Super Pass: The ultimate package for the WSOP Paradise Super Main Event, including your $26K entry, discounted accommodation at the exclusive Atlantis Paradise Island resort, and more
A key focus of WSOP Express is to open the doors to the newly announced WSOP Paradise 2025 Super Main Event. Taking place this December at Atlantis Paradise Island in the Bahamas, this monumental tournament boasts a record-breaking $60,000,000 prize guarantee, making it the largest live poker guarantee in history, shattering last year’s impressive $50,000,000 Super Main Event guarantee.
Sarne Lightman, Managing Director of GGPoker, shared his excitement: “This is a game-changer for the GGPoker community, literally. Imagine starting with a tiny buy-in and winning your way into the biggest live poker events on the planet, including the record-breaking $60,000,000 guaranteed WSOP Paradise Super Main Event in the Bahamas! WSOP Express is designed to turn dreams into reality, making the pinnacle of poker truly accessible for everyone – play WSOP Express and take the fast track to the WSOP!”
The WSOP Express journey is straightforward: complete steps, earn your pass, and enter the WSOP experience. This streamlined process ensures that players can easily track their progress towards their desired live event.
Visit GGPoker today to start your WSOP Express journey and take aim at poker’s biggest prizes: ggpoker.com/tournaments/wsop-express/
The post GGPoker Launches WSOP Express: Your Fast Track To Poker’s Biggest Live Events! appeared first on European Gaming Industry News.
Here are this weeks latest slots releases compiled by European Gaming
Spinomenal has rolled out the latest addition to its iconic Demi Gods Series: Demi Gods VI Hold & Hit. In this new release, players are transported to a mystical realm surrounded by ominous mountains and swirling mists. The adventure unfolds within a 5×3 reel frame, where electric anticipation crackles around each spin. Atlas, Selene, Helios, and Hera are once again the main protagonists on a mission through ancient Greece in the hunt for glory.
Million Games is thrilled to announce the launch of Fortune Fairies, an enchanting new video slot that takes players into a mystical forest filled with magic, rewards, and a jackpot. This 5×3, high volatility slot invites players into a world, where ethereal fairies, shimmering orbs, and hidden treasures await. Designed for players who love immersive storytelling and rewarding gameplay, Fortune Fairies features two captivating bonus rounds.
GAMOMAT, one of the leading independent German software developers for slot games, has released Roman Legion Flaming Link, the latest addition to join the line-up of its hugely successful Flaming Link series. This imperious 5×3 slot marches players straight to the heart of the Roman Empire, where legionnaires must vie for victory.
PG Soft has unveiled its fantasy-fueled video slot, Dragon’s Treasure Quest. The game is presented within a 5-reel, 3-row frame and features expanding reels and multipliers. Players must track down hidden treasures while navigating through legendary lore to find Wilds and Scatters, represented by a dragon eye and treasure chest respectively.
BC.GAME is adding a dark twist to its slot lineup with the launch of Symbiote, a high-volatility crypto slot developed by Croco Gaming. Inspire by the cult comic Venom, the game invites players into a battle for control — where fusing with an alien parasite brings incredible power, but always at a cost. Symbiote draws heavy visual influence from comic book aesthetics, particularly from the Venom universe.
Get ready to don your sombrero and put your piñata smashing arm to the test in Piñateros – the brand-new Premium release from popular software provider, Swintt, where collecting six or more flaming chilis can unlock fiery rewards or one of four red-hot local jackpots. Boasting a colourful collection of symbols that serves up sugar, spice and all things nice, this exciting 5×3 reel, 50-payline slot includes fresh fruits, thirst-quenching beverages and Mexican musical instruments among its unique icons, with expanding wilds helping to create further wins.
Saddle up, slot fans! TaDa Gaming’s latest release, Bounty Frenzy, is here to ignite the reels with wild west energy, gold-studded features and nonstop action. Packed with cascading wins, dynamic multipliers and transforming Gold Frame Wilds, this medium-volatility slot delivers thrilling gameplay with a 5000x max win potential.
The chaos-loving Joker returns in Cashin’ Joker, a vibrant 3-reel slot from Play’n GO that doesn’t play by the rules. As numbers tumble onto the reels and transform into powerful multipliers, players are thrust into a fast-paced experience full of surprises and dramatic shifts in momentum. Every time the Joker symbol appears, the game shifts into another gear.
Red Rake Gaming has released Super 60 Stars, the latest addition to its acclaimed Super series, now available to all partner operators. This new release retains the fast-paced gameplay and wide variety of features that have made the series one of the most popular in the iGaming industry, while also introducing an exclusive new addition that adds even more excitement to the game. The new feature in Super 60 Stars is the “Super 60 Stars” symbol, which can appear anywhere on the reels and trigger the brand-new “Super 60 Gold X” minigame.
The post Week 29/2025 slot games releases appeared first on European Gaming Industry News.
International stars of the football world are coming together in Lisbon this September for the Legends Charity Game in order to raise funds for communities suffering from the effects of war and local tensions around the world.
Timed to coincide with the SBC Summit in Lisbon, the Legends Charity Game on Monday 15 September is a highly anticipated match between Portugal Legends vs. World Legends, featuring some of the biggest names in the history of football. The Legends will compete in front of 60,000 Fans, and in front of millions of people that will watch the game online / on TV.
With strong support from the Portuguese Football Federation (FPF), the match will see Portuguese legends playing against footballing royalty from the Rest of the World in an event that aims to raise over €1,000,000 for selected charities in the support of communities and families experiencing extreme hardship.
Luis Figo, who won trophies across Europe as well as the Ballon d’Or in 2000, will be captaining the Portugal Legends side. He comments: “It’s always a pleasure to come back to my country and play football, especially when wearing the national team colours! Hope to see a full stadium in my hometown Lisbon for this amazing Legends Charity Game and raise funds for important charity causes.”
Joining Figo from the triumphant Euro 2016 winning squad are Ricardo Quaresma, Eliseu and Ricardo Carvalho. Champions League winners Fábio Coentrão, Maniche, Hugo Almeida, Vitor Baia, José Bosingwa and Deco will also play on the night as well as other famous Portuguese legends include Beto, Jorge Andrade, Dani, Tiago Mendes, Hélder Postiga, Nuno Gomes and Simão. They will be managed by another Champions League winner – Costinha.
They will be facing stiff competition from the World Legends squad that includes legends such as: Peter Schmeichel (Denmark), Cafu (Brazil), Javier Zanetti (Argentina), Diego Lugano (Uruguay), Leonardo Bonucci (Italy), Gaizka Mendieta (Spain), Youri Djorkaeff (France), Christian Karambeu (France), Marek Hamsik (Slovakia), Giorgos Karagounis (Greece), Krassimir Balakov (Bulgaria), Gheorghe Hagi (Romania), Edwin van der Sar (Netherlands) Henrik Larsson (Sweden), Shota Arveladze (Georgia), Javier Saviola (Argentina), and Ronaldinho (Brazil).
The match will be played in front of 60,000 fans at either Estádio da Luz (Benfica Stadium) or José Alvalade Stadium (Sporting Lisbon Stadium), which will be part of a big and exciting reveal in August when the Champions League schedule is released.
The Legends Charity Game aims to raise over €1,000,000 for a number of good causes based both abroad and in Portugal as the Football Family aims to give back to the families of the world. Funds will be raised for both international and national charities who help families and communities in need.
One of the international organisations that The Legends Charity Game will be raising funds for is the Ukrainian Red Cross Society (URCS). Every day, the Ukrainian Red Cross teams provide evacuation support, psychosocial and first aid, provide essential humanitarian relief, support temporary shelters, help with housing restoration, and spread awareness about unexploded ordnance risks. Ukrainian Red Cross volunteers and staff work in all regions of the country to support those who need it most.
Maksym Dotsenko, Director General of the Ukrainian Red Cross, comments: “The war in Ukraine continues, and unfortunately, millions of people still need support every day. We have no right to stop. Initiatives like the Legends Charity Game are not just about the funds raised. They are about compassion, and the understanding that the world stands by us. They are about solidarity that transforms into real help for those going through the toughest times. We are grateful to everyone who takes part.”
The Lisbon-based Cáritas Portuguesa, which offers critical support to marginalised communities fighting issues such as poverty and inadequate emergency relief, is also a charitable partner for the Legends Charity Game.
SBC Founder & CEO Rasmus Sojmark explains: “We are taking our charitable endeavours up a notch this year with the spectacular football match in order to raise a lot of money for some very worthy causes. By tying the match in with the SBC Summit in Lisbon the same week, we have found a way for the communities around football and business to help other communities that are facing unimaginable hardships.”
Tickets are available to purchase via the official website www.legendscharitygame.com. See Tickets will handle ticket management of the event.
Sponsorships and Hospitality are still available in support of the event and the charities. Some of the sponsors already confirmed include iGP, Soft2Bet, Sportingtech, Vegas Legends, Spribe, SmartSoft and Alea.
Sport Global Charitable Foundation is a restricted fund under the auspices of Prism the Gift Fund (UK registered charity with charity number 1099682). All of the profits from the Legends Charity Game will support the Sport Global Charitable Foundation’s beneficiary charities across a range of causes including the Ukrainian Red Cross Society and Caritas Portugal.
The post Legends Charity Game in Lisbon to raise millions for charity appeared first on European Gaming Industry News.
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