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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”
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Xprizo appoints Alex Cachia as Chief Information Officer
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
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
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.
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“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.
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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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