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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
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Big Daddy Gaming® signs with Yolo Group’s Hub88 to accelerate European distribution
Pioneering slots studio Big Daddy Gaming® has signed a new content distribution agreement with leading aggregation platform Hub88, further strengthening its early commercial rollout across key regulated European markets.
The partnership will see Hub88 integrate Big Daddy Gaming’s growing portfolio of slot titles via its Casino API Integration Service, providing the newly launched studio with immediate access to a broad network of licensed operators.
As part of the agreement, Hub88 will onboard an initial batch of Big Daddy Gaming’s debut releases, showcasing the provider’s signature game DNA combined with its brand promise of Reel Fun Real Value, delivering operators fresh content aligned with local player preferences.
The integration follows Big Daddy Gaming’s recent approval as a licensed B2B supplier in Sweden, further reinforcing its commitment to regulated markets and supporting partners with compliant, market-ready content.
Marking another milestone in Big Daddy Gaming’s commercial trajectory, the partnership underscores the strong appeal of its early content offering.
With Hub88’s strong footprint across Europe, the deal reinforces the studio’s initial growth as Big Daddy Gaming continues to secure early support from major operators.
Erland Hellström, CEO at Big Daddy Gaming®, said: “Partnering with Hub88 is another strong endorsement of our strategy and the quality of our early content. Their platform plays a key role in connecting studios with major operators across Europe, and we’re delighted to offer our titles to their network.
“This agreement helps accelerate our presence in regulated markets and gives partners immediate access to games built on our Reel Fun Real Value philosophy.”
Ollie Castleman, Managing Director at Hub88, added: “Big Daddy Gaming® is one of the most exciting new studios to emerge this year, and we’ve been impressed by the clarity of their vision and the strength of their early portfolio. We’re thrilled to be among the first platforms to distribute their content and expect their distinctive style and solid mechanics to resonate well with operators and players across our network.”
The post Big Daddy Gaming® signs with Yolo Group’s Hub88 to accelerate European distribution appeared first on Gaming and Gambling Industry Newsroom.
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Games Global and Fortune Factory Studios wrap up 2025 with supercharged sequel Gold Blitz Express™
Games Global and its exclusive studio partner, Fortune Factory Studios, have launched a high-voltage finale to 2025 with Gold Blitz Express, the latest iteration of its dynamic franchise.
Building on the proven popular foundations of its predecessors, Gold Blitz Express retains the titular cash collect mechanic and bonus choice, but amps up the sequel with a brand-new Blitz Express feature and deeper bonus progression.
The Blitz Express mechanic is activated when a train symbol lands on reel six on any spin. A train steams across the reels pulling up to 20 carts, with each awarding a cash prize or one of four fixed jackpots, the total value of which is collected and awarded.
The studio has also elevated Gold Blitz spins with the introduction of an Accumulation Trail, which collects each Blitz symbol that hits. Every third collected awards additional spins and an increasing multiplier, with up to 14 spins and a 5x maximum multiplier, surging win potential.
Supplementing the action further is the integration of Games Global’s Rising Rewards jackpot, where every coin boosts the prize pot up to 200x, which can be randomly paid out.
The Gold Blitz series continues to define industry trends from a player control perspective. In addition to the bonus choice and bonus buy options, a Win Booster doubles the likelihood of activating features, while Bonus Recharge offers an opportunity to purchase an extra spin following feature completion.
Gold Blitz Express represents the latest evolution of one of the industry’s most diverse, battle-tested game franchises, spotlighting Fortune Factory Studios’ continued commitment to creating products that perform.
Alexander Monsma, Team Manager, Game Sales at Games Global, said: “2025 marks the fourth consecutive year that we have unveiled a Gold Blitz game toward the end of December – it is the perfect way to ring in the new year.
“Gold Blitz Express is the most feature-rich upgrade to date, electrifying the environment with even more variety and potential.”
David Reynolds, Director of Games Strategy & Partner Management at Games Global, added: “The Gold Blitz brand remains one of the strongest franchises in our portfolio, and Gold Blitz Express builds on that success by extending the series with genuine depth. The introduction of new elements, such as the Blitz Express feature, feels like a natural evolution of the brand.
“It’s a fitting way to close out 2025, with the continued performance of the series reflecting Fortune Factory’s ability to create games with lasting appeal and sustained engagement. We can’t wait to showcase our upcoming lineup within this franchise and more as we enter 2026.”
The post Games Global and Fortune Factory Studios wrap up 2025 with supercharged sequel Gold Blitz Express™ appeared first on Gaming and Gambling Industry Newsroom.
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QuinnBet Expands Racing Offering to include Derivative Racing Markets
QuinnBet, a leading sportsbook and casino operator, has expanded its racing product through Pragmatic Play Sports to include new derivative racing markets, giving customers greater choice, flexibility, and engagement across a wide range of global racing events.
The new expansion, powered by Racing and Sports (RAS), introduces additional betting opportunities such as Betting Without the Favourite and Second Favourite, head-to-head and Money Back markets. These derivative markets form part of the broader Pragmatic Play Racing product, which delivers a premium, data-driven experience built on official pre-race and race-day data.
Through Pragmatic Play’s racing solution, powered by Racing and Sports, QuinnBet customers enjoy comprehensive global coverage across 20+ racing jurisdictions; live greyhound racing featuring over 100,000 live events from 80+ tracks; official pre-race and race-day data for accuracy and transparency; and a complete suite of live video streaming and enriched racing content including racecards, previews, and editorial insights.
Stephen Kelly, MD, QuinnBet, said: “Horse racing sits at the heart of QuinnBet, and we are always looking for ways to elevate our customers’ experience. Derivative markets bring a new level of strategy and excitement to horse racing betting, and we’re proud to deliver this enhancement in partnership with Pragmatic Play Sports and Racing and Sports. It reinforces our commitment to real horse racing fans and the continued evolution of our product.”
Gareth Crook, SVP of Sports at Pragmatic Play, said: “We were immensely proud to partner with QuinnBet earlier this year following their successful migration to our platform, and we are confident that this latest expansion of their racing product will help the QuinnBet team realise their ambitious growth plans now and into the future. QuinnBet users continue to enjoy a market-leading racing experience powered by official data through our partnership with Racing and Sports.”
Stephen Crispe, CEO, Racing and Sports, said: “We’re excited to see QuinnBet go live with Derivative Markets, powered by Racing and Sports, following a successful sportsbook platform integration with Pragmatic Play earlier this year. This marks another key step in our ongoing collaboration with Pragmatic Play to deliver market-leading racing content to sportsbook operators. QuinnBet is a perfect example of an operator providing an immersive, data-driven betting experience built on precision and innovation.”
The post QuinnBet Expands Racing Offering to include Derivative Racing Markets appeared first on Gaming and Gambling Industry Newsroom.
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