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Account management: the evolution of customer service
A staple of many businesses since time immemorial and a vital cog in the machine for suppliers across the online casino industry – but how has it changed over the years to what we recognise today? How can best practices be evolved further? Kalamba’s Andrew Crosby examines.
Account Management teams – everyone has them, but what does it mean to be an Account Manager within the i-gaming industry? It’s obviously a critical role, but where do you think it sits within an organisation’s hierarchy?
For me, it sits at the top of the tree. The company’s AM team is the conduit of information, commercials, game presentations, promotional buy-in, and fundamentally the business relationship with the customer. Relationships with the customer can last for many years within the iGaming sector so it is a very good idea to retain quality staff who’ve built up these relationships over the years. I’ve seen it many times that where staff have moved on, ultimately the business suffers due to the new relationship that’s put in place. Obviously, this is not always the case but it’s certainly a risk to look out for.
Do you think that there is anything within account management in the online casino industry that you think can only be found there?
As the industry has matured the Account Management teams have become more corporate and in line with AM practices across various industries. Earlier there was a large learning curve for everyone in the industry but now there is a more standard practice between operators and suppliers in general I would say. I also think our industry has more entertainment than any other now with the sheer volume of suppliers available compared to 10 years ago but is still a vital part of relationship building within our industry.
We all know of the impact that Covid-19 brought to our working lives but many of its changes have been adopted and fostered since lockdowns were lifted – is this a positive evolution?
Working from home and being more flexible with working hours has changed the landscape and allows people a better work-life balance. Customers and suppliers had to adapt to online meetings and convey information differently from the norm of face-to-face meetings, it was difficult but if you were creative some meetings could be very informative as well as entertaining. The 9-5 working hours are now more flexible and I feel suppliers understand that an AM’s job can be over many hours and weekends so the flexibility has been widely received. As an example not having to rush out of the gym to make it to work at 9am, having these work-life balances really help with employee happiness. It’s also been a breath of fresh air getting back to face-to-face meetings, conferences, and work events and in my opinion face- to face meetings have always been the best way of conducting business and building strong long-term relationships.
What is expected from an account manager in 2022 that wasn’t a decade ago?
Account Management is driven by relationships over long periods and those relationships stay with that AM during their career. A decade ago there were only a handful of players in the market Playtech, Microgaming, Cryptologic, NetEnt and a few small studios. Now the competition is immense and with that, the competition to get your games prominent on operator sites, on release day and promoted is becoming increasingly more difficult. Account Management has now become one of the key if not the key department in the industry to achieve this now. When I applied for the AM role at NetEnt it was the first vacancy of that type I had seen after living in Malta for two years and at that point, NetEnt had four AMs, two in Malta and two in Sweden – I was handed sixty-five accounts on day one! Now the landscape has changed dramatically, and AMs can move around frequently if they are not suited to the company or are looking for higher salaries. This presents a new challenge in trying to keep valued members of the team. Work-life balance, good relationships with colleagues and always being there to support and mentor the Account Manager’s career will go a long way in retaining valuable staff members.
What are your most important messages to any individual or business looking to improve their account handling skillset?
Response times for me are the most important thing, and will always go a long way in relationship building. Being honest with your accounts is key, as is setting realistic targets. Always giving the correct information to your accounts builds confidence and trust in the relationship. With the development of regulated markets and increased competition, it has become incredibly important for AMs to build their knowledge in many different areas. It’s very different now compared to the .com era which now seems so long ago! I still remember negotiating and signing the first regulated market customer for NetEnt, which was also highly likely to be the first one in the industry, while on a train to Salzburg from Vienna. I think that Quickspin Co-Founder, Joachim Timmermans may still remember that one! 🙂
To sum up, being knowledgeable and timely in your responses is key, because of course, things can change at any time but I think that if you strive for these things, ultimately you’ll build successful relationships and a great account management function within any business.

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PSG want to be the club of the new generation — and gaming has to be a part of it!
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esport-news.co.uk recently sat down with PSG’s brand and business development Nadia Benmokhtar. She spoke about how PSG’s investment into eSports has already seen massive engagement in Asia, how they plan to be a part of the new generation through eSports and how they can diversify their audience.
If you are to use any of the content below, please link to https://esports-news.co.uk/ or the following article, where you can find the full interview: https://esports-news.co.uk/2025/10/20/psg-esports-interview-why-football-clubs-invest
Highlights from the inteview:
- “At PSG, we want to be the club of the new generation — and when you say new generation, gaming has to be part of it.”(Nadia on why esports is central to PSG’s brand identity.)
- “When we entered esports, we didn’t just want to do FIFA. We wanted to be present in major games with big audiences.”(On PSG’s bold approach to expanding beyond traditional football titles.)
- “We partner with people who understand the scene — Vitality and Talon are not just teams, they’re real brands.”(On building authentic, long-term collaborations in esports.)
- “Esports allows us to diversify our audience, expand globally, and connect with communities that might not start as football fans but can still become PSG fans.”(On the club’s goal of global fan engagement through gaming.)
- “We started with esports for credibility, but now we’re exploring the entire gaming universe — from mobile titles to digital experiences like Roblox.”(On PSG’s next phase of gaming innovation.)
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PSG are using gaming to be a part of the new generation
“The goal with eSports is to grow the audience across different touchpoints, increase the brand exposure, and also diversify that audience because we want to target people that are not especially football fans at the beginning. But with esports, you can create a different kind of connection. We know that it’s a very engaged market. It’s also a way to target different territories. If you look at PSG, as an example, the French League is not very visible in Asia. So you can say that through esports, you will find a different way to connect with this type of audience. So it’s really part of the club strategy. So first, we are a multi-club sport. We have football, of course, men’s football, but we also have women’s football, handball, judo, and esports is really considered as a sports section in the club. But for sure, we aim to be at PSG, the club of the new generation. That’s our brand positioning. And when you say new generation, of course, gaming should be part of it.”
Brand recognition in Asia was key
“Asia has been one of the key territories for us since launch. We had an important partnership on the game Dota 2 with a Chinese company, LGD. So we had a very successful team with LGD, but at the end, Dota became a game very costly and to us it didn’t make sense to just spend millions in player salaries with no return on investment. With LGD, it was a new partner with a team that is already very big, and you just enter and do a big, big push. With Talon, the story was a bit different because we really grew together.”
PSG have already seen a great return on their eSports investments
“It depends on what kind of return you want. The initial objective was not pure revenue; it was more exposure. So if you look at brand exposure, fan engagement, brand coolness, yes, for sure, the return is there. If you look at the finance, not yet, but I think it will come. And it’s also a way to link it with the future strategy. So we really feel that we are now only at the beginning of the story when it comes to PSG and gaming. We entered through esports and I think that was great because that gives us also credibility now to speak about all the other verticals.”
PSG want fans of the club, not just their football teams
“If you can convert an esports fan into a football fan, a PSG fan, it’s cool. But I think what we want is to have a PSG fan. And if you are a fan of the club because you are a fan of our League of Legends team, that’s enough for me. I’m happy to have you in my base. And our whole job is to offer them what they want as an esports fan. That’s why we have a lot of work internally at the moment about the database, where the fans are, who they are, and what they are expecting from us. If you are a young League of Legends fan based in Hong Kong and you love PSG thanks to esports, and you are just expecting us to be able to sell you an esports jersey in Hong Kong, which is not the case now, we will try to develop this to be able to make you happy.”
The post PSG want to be the club of the new generation — and gaming has to be a part of it! appeared first on European Gaming Industry News.
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TrueLayer to Acquire Zimpler, Creating a European Pay by Bank Powerhouse
Reading Time: 2 minutes
TrueLayer, Europe’s leading Pay by Bank network, today announced that it has signed an agreement to acquire Zimpler, the fastest growing Pay by Bank network in the Nordics. The acquisition will bring together two of Europe’s most innovative Pay by Bank providers, further strengthening TrueLayer as a formidable force in the European payments industry.
This acquisition marks a pivotal moment in the evolution of Pay by Bank across Europe. By expanding TrueLayer’s pan-European network and deep expertise in payment technology with Zimpler’s strong position in the Nordic market, TrueLayer will be uniquely positioned to further accelerate the shift from legacy card payments to smarter, faster, and more secure payments via Pay by Bank.
The acquisition is another clear step forward for TrueLayer in its mission to build a powerful alternative to legacy payments in Europe, fostering greater competition, innovation and value for businesses and their consumers.
With some of the highest adoption rates of account-to-account (A2A) payments anywhere in the world, the Nordic region has been a proving ground for Pay by Bank. By acquiring Zimpler, TrueLayer will have more than 20 million users and will add coverage across key markets such as Sweden, Finland, and will add additional A2A capabilities through the Swish payment rail integration. This significantly strengthens TrueLayer’s pan-European network, accelerating the shift to smarter, safer, and more cost-effective payments.
Founded in 2012 by Johan Friis and Kristofer Ekman Sinclair, Zimpler has grown rapidly to become a Pay by Bank leader in the Nordics. TrueLayer is proud to welcome Zimpler’s founders and shareholders on this journey – joining the likes of Stripe, Northzone, and Tiger Global in backing its mission to transform the way the world pays.
“I am excited to welcome the Zimpler team to TrueLayer,” said Francesco Simoneschi, Co-founder and CEO of TrueLayer. “We’ve long admired their progress, and we’re excited to add such an incredible group of builders and payment experts to the TrueLayer team We’re not just expanding our footprint in the Nordics – we’re combining talent, technology, and scale to accelerate Pay by Bank adoption across the continent, and further strengthening Pay by Bank as a force of disruption that is changing how the world pays.”
“Joining forces with TrueLayer is a fantastic opportunity to build the leading Pay by Bank provider in Europe” said Johan Strand, CEO of Zimpler. “TrueLayer has a proven track record of innovation and a powerful network. Our combined strengths will allow us to offer an even more compelling proposition to the market. Joining TrueLayer will enable us to reach new heights and drive the next wave of growth in the industry. At the same time, we remain firmly anchored in Sweden, with our local licence and expertise ensuring continuity for our customers.”
The post TrueLayer to Acquire Zimpler, Creating a European Pay by Bank Powerhouse appeared first on European Gaming Industry News.
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SPORTRADAR AWARDED UNITED ARAB EMIRATES LICENSE
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Sportradar Group AG (NASDAQ: SRAD) has been granted a gaming-related vendor license from the United Arab Emirates’s General Commercial Gaming Regulatory Authority (GCGRA), an independent entity of the UAE Federal Government with exclusive jurisdiction to regulate, license, and supervise all commercial gaming activities.
The license, operational with immediate effect, affords Sportradar the opportunity to provide its products and services to licensed operators.
Sportradar looks forward to bringing its 20+ year expertise and proprietary sports technology to operators and clients in the region.
The post SPORTRADAR AWARDED UNITED ARAB EMIRATES LICENSE appeared first on European Gaming Industry News.
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