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Zendesk’s customer experience research reveals power of one “seamless conversation”

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“Customer expectations are at an all-time high, and loyalty is fleeting,” according to the annual flagship report from leading global CRM provider Zendesk, which provides customer experience software to industry brands such as Big Fish Games, GameSys, Mr Green, LeoVegas, White Hat Gaming and more. At a time where brand allegiance is transient across land-based and online brands, the research provides insights into how companies, from start-ups to successful pioneers, can drive service and ensure customer reliability…

Zendesk, Inc., which serves more than 150,000 customers across a multitude of industries in over 30 languages, has been established in the gaming industry for more than twelve years and has recently released its annual Customer Experience Trends Report 2020 research, identifying trends that translate to gaming companies of all sizes.

Elisabeth Zornes, Chief Customer Officer at Zendesk explained: “While customer expectations continue to rise, the Zendesk Customer Experience Trends Report 2020 shows that companies aren’t living up to these expectations. For example, according to the report, many of the channels people want for fast, efficient resolution aren’t being offered. In fact, only a third of companies offer self-service options like knowledge base help centers, and less than a third offer chat, social messaging, in-app messaging, bots or communities.”

The issue of tech-based service solutions isn’t restricted to just iGaming as the report also highlights the increasing market saturation in land-based and hospitality too.  “Businesses are facing competition from companies that are providing purpose-driven solutions in service of the customer, raising the stakes for everyone,” she said.  “Well-established and iconic brands like the Four Seasons remain one step ahead because they invest in new technologies in continued pursuit of an easy and excellent customer experience.

“This presents a challenging landscape, and for companies that are struggling to navigate, the report identifies what businesses of all sizes, in every industry, can do to provide excellent customer service and create loyal customers, starting with the initial sales process.”

Based on global survey results and the Zendesk Benchmark, an index of product usage data from more than 45,000 global companies using Zendesk’s leading customer experience platform, the 2020 report highlights how the most successful companies achieve their position by executing four essential customer service attributes. These comprise: maintain one seamless conversation; harness customer data; embrace artificial intelligence; and, give customer experience a seat in the C-suite.

“Customers today expect uninterrupted conversations that don’t start or stop in the middle of their interaction or get lost in a different communication channel,” Zornes said.  According to the report, half of customers will switch to a competitor after just one bad experience, and 80 percent will leave after multiple bad experiences. The research also reveals that service is a primary driver of customer loyalty, second only to price in determining whether customers feel loyal to a brand.

When it comes to data, the Zendesk Customer Experience Trends Report 2020 findings show that customers prefer companies to keep track of their data if it leads to better experiences, with more than 75 percent of customers wanting the personalization that comes with better insights. Being able to manage and interpret data is crucial for understanding customers and proactively identifying opportunities to better serve them.

Speaking about AI innovation in customer service, Zornes added: “As AI innovation becomes more accessible, it represents the future of customer service, and there is still a huge opportunity for companies to start taking advantage of the technology. Our findings show that only 37 percent of customer experience teams are using AI. However, high-performing customer experience teams are twice as likely to embrace AI, incorporating the technology across more channels and interactions with customers.

“And finally, in terms of C-level customer service approach, the most successful companies are tapping into the value of prioritizing the customer experience, and forward-thinking companies are bringing in leaders who can understand and champion the customer.”

While these four attributes aren’t a shortcut that immediately equals success, they are definitely a step in the right direction as customer service continues to evolve in the next decade. Focusing on the approach companies can take going into 2020 and beyond, Zornes concluded: “We are in an entirely new era of customer expectations to such an extent that service can make or break a company. To build a loyal customer base and truly differentiate themselves, companies of all sizes across industries and geographies must provide an easy and frictionless customer experience, earning and re-earning a customer’s business with every interaction.”

To learn more about the most important trends in the customer experience industry, the full the Zendesk Customer Experience Trends Report 2020 can be downloaded via https://www.zendesk.com/customer-experience-trends/.


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: Zendesk’s customer experience research reveals power of one “seamless conversation”

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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1spin4win celebrates its 4th anniversary

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This May, the fast-growing game provider 1spin4win, founded by ambitious developers with over 15 years of experience in the gambling industry in 2021, celebrates its fourth anniversary. Since its inception, it has boosted its team fivefold and extended its client list to 700+.

The brand’s reputation for quality and reliability is backed by top-tier operators such as Pin-Up, 1xBet, Blaze, Rox, BitStarz, LuckyDreams, RocketPlay, GG.bet, and others.

The studio has recently successfully increased its slot production to 4–5 monthly releases. Its portfolio has already surpassed 150 classic online titles with quality mathematics, transparent mechanics, and well-balanced gameplay — key factors driving strong player retention. Each 1spin4win game accommodates 10 languages, including those key to the LatAm market, expanding into which has lately become the company’s primary focus.

Beyond quality products with broad language support, 1spin4win consistently offers effective promotional tools to its business partners. Among them are special in-game features, various Cash & Drops campaigns, and additional marketing options such as pre-releases and free spins, which positively affect player loyalty. The provider launches over 1,300 successful promotions yearly.

Such a comprehensive approach results in well-deserved industry appreciation. As a result, the slot provider continues to receive nominations and recognitions and, at the time of this publication, is vying for the Slot Supplier — Under 5 Years category at the EGR B2B Awards 2025.

Olga Hlukhovskaya, Business Development Director at 1spin4win, commented, I am deeply grateful to the 1spin4win team and our partners for these remarkable four years of triumphs. Of course, we won’t stop there. Our sponsorship of the DAR Bjorn Charity Gala, right around the company’s birthday, is our first step in enhancing social accountability going forward.

Visit the studio’s website to learn more about 1spin4win and its unique offer.

The post 1spin4win celebrates its 4th anniversary appeared first on European Gaming Industry News.

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Esports Returns to Singapore with BLAST’s Dota 2 Arena Event After Sellout Counter-Strike World Final 2024

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  • BLAST Dota Slam Singapore to take place this November at Singapore Indoor Stadium in partnership with Singapore Tourism Board and AEG Presents Asia

  • The world’s best Dota teams will meet in Singapore from 4th – 9th November 2025 to compete for a prize pool of $1,000,000 at the first ever BLAST Slam arena event 

Esports entertainment company BLAST has announced the return of its world-class events to Singapore with the BLAST Dota Slam Singapore, set to take place in November 2025 at the Singapore Indoor Stadium, supported by the Singapore Tourism Board (STB).

This announcement follows the sellout success of the BLAST Premier World Final 2024, which marked BLAST’s Southeast Asia debut and saw more than ten-thousand fans pack out the Resorts World Convention Centre to witness the world’s top Counter-Strike teams compete for the $1 million prize pool.

Building on that momentum, Singapore will now host the BLAST Dota Slam arena event, teaming up with AEG Presents Asia again to bring together the world’s best Dota teams to battle it out for $1,000,000 in front of a live audience and millions of fans tuning in globally across 50+ territories and in 12 languages.

The BLAST Dota Slam Singapore is the latest milestone in BLAST’s global expansion into Dota 2, and reinforces Singapore’s growing reputation as a premier destination for sports and live entertainment. It marks the second consecutive year the city-state has hosted a BLAST arena tournament, following the successful Counter-Strike event in 2024.

James Woollard, Director of Market Development at BLAST, said: “Singapore delivered one of the most passionate esports crowds we’ve ever seen during last year’s BLAST Premier World Final. We’re thrilled to be returning with our next major arena show – this time for Dota 2 – and to once again partner with the Singapore Tourism Board and AEG Presents Asia to help to further grow Southeast Asia’s esports ecosystem. The response to our events in Singapore has been incredible, and this November’s Dota Slam promises to be another landmark moment for fans and for the region. Singapore has an impressive history and pedigree for the biggest international sporting events, supported by STB, and BLAST is proud to be building on this with the biggest esports events.”

Ms Lilian Chee, Director, Sports, Singapore Tourism Board, said: “We are delighted to welcome BLAST back to Singapore, this time with the Dota Slam. Building on the success of the BLAST Premier World Final, this event further reinforces Singapore’s reputation as a world-class destination for sports and live entertainment. We look forward to welcoming the passionate fans, players and partners once again to our vibrant city.”

BLAST’s return to Singapore is set to shine a global spotlight on the city while delivering significant economic benefits and meaningful destination marketing. With an estimated economic impact in the tens of millions, the tournament further demonstrates how esports events are evolving into major cultural and economic drivers for host cities – on par with large-scale traditional international sporting events.

With Singapore, Rio, London, Austin, and Lyon among the major destinations on BLAST’s global calendar this year, it is evident that governments, cities and tourism bodies are recognising the power of esports to attract young and engaged visitors, create jobs, and drive international visibility.

The post Esports Returns to Singapore with BLAST’s Dota 2 Arena Event After Sellout Counter-Strike World Final 2024 appeared first on European Gaming Industry News.

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LuckyStreak launches new SmartStudio greenscreen technology with WinSpirit

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Casino operator’s greenscreen-powered Live Blackjack experience to deliver immersive, custom gameplay and deeper brand engagement

LuckyStreak, the Riga-based live games provider, has launched its fully customisable SmartStudio greenscreen technology with online casino operator WinSpirit, delivering a high-spec branded Live Blackjack experience.

The integration gives WinSpirit the ability to completely customise every visual element of the blackjack environment, from the set, walls and floor, to the dealer’s backdrop, with the brand’s logo and colours. This creates a high-impact, bespoke experience that drives stronger engagement between brand and player.

LuckyStreak’s green screen solution lets operators like WinSpirit create fully customised, branded live casino environments without needing physical set builds. It’s flexible, fast, and cost-effective. Operators can choose different backgrounds, themes, branding elements – even switch between them dynamically if needed.

Designed with flexibility and fast deployment in mind, LuckyStreak’s highly advanced SmartStudio system offers chroma system keys in full HD with low latency, to promise razor sharp streams. The technology offers studio-grade production, multi-camera greenscreen and a semi-dedicated table layout that enables precise drop logos, video and stills layering and vibrant colour matching. The result is a deeply immersive and visually distinct blackjack game that perfectly aligns with WinSpirit’s brand identity.

This launch reinforces LuckyStreak’s commitment to delivering versatile and custom solutions for operators looking for more tailored and brand-led experiences across their live casino offering.

Ido Kamiel, COO at LuckyStreak, said: “We’re delighted that WinSpirit has chosen to enhance their players’ blackjack experiences with our greenscreen technology. It is designed to be highly flexible to meet our customers’ diverse and individual branding needs, and simple to deploy, to really enable us to forge closer relationships between player and brand, and to ensure that those meaningful moments are unforgettable.

“We are pleased to say that this is being reflected in longer and more involved player sessions compared to their generic table KPIs.”

Oleksandr Kotsenko, Business Development Lead at WinSpirit, said: “At WinSpirit, we’re always focused on offering players more choices and enhancing their gaming experience.

“Our partnership with LuckyStreak has been a perfect step in bringing this vision to life. We’re excited about this partnership and confident that LuckyStreak will delight our players while making a fantastic addition to our library.”

The post LuckyStreak launches new SmartStudio greenscreen technology with WinSpirit appeared first on European Gaming Industry News.

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