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

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Zendesk’s customer experience research reveals power of one "seamless conversation"
Elisabeth Zornes, Chief Customer Officer at Zendesk
Reading Time: 3 minutes

 

“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/.

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CT Gaming Introduces “Tournaments” Module

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Reading Time: 2 minutes

 

CT Gaming’s Casino Management System has been a cornerstone of the product offerings for nearly a decade. It has continuously evolved to meet the industry’s and the client’s changing needs. One of the most exciting recent developments is the introduction of a separate module dedicated to tournaments.

The new feature represents a significant advancement in the company’s capabilities and offers a range of benefits for both operators and players. The tournament module enables a variety of competitive formats, allowing for dynamic competitions between players, software applications, gaming machines and even specific games. This flexibility means operators can create and manage tournaments tailored to their unique audience and strategic goals.

For players, the tournament module enhances the gaming experience by introducing an element of competition and excitement. It encourages engagement and loyalty by providing opportunities to compete for prizes and recognition. The ability to participate in tournaments adds a new layer of interaction, making the gaming experience more immersive and enjoyable.

Additionally, the module’s integration into the company’s Casino Management System ensures operators can easily track and manage tournament activities. This includes real-time monitoring of player performance, automated scorekeeping and detailed reporting on tournament outcomes. Such features not only streamline the management process but also provide valuable insights that can be used to refine future tournaments and promotions.

The implementation of this module underscores CT Gaming’s commitment to staying at the forefront of technological advancements in the gaming industry. By continuously enhancing the Casino Management System, the company aims to provide its clients with cutting-edge tools that drive engagement, optimise operations and ultimately contribute to their success. The company believes that this new module will be a game-changer for the clients, offering them a powerful new way to attract and retain players while setting a new standard for competitive gaming experiences in the casino environment.

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Kambi charts over 20 years of sportsbook evolution with the “Kambi Founders’ Story”

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Kambi charts over 20 years of sportsbook evolution with the “Kambi Founders’ Story”
Reading Time: 2 minutes

 

Interactive resource recounts the Kambi journey from inception to becoming the world’s leading sports betting supplier

Kambi, the world’s trusted sports betting partner, has launched the Kambi Founders’ Story, an interactive resource outlining the company’s journey to becoming the industry’s leading sports betting supplier.

Featuring interviews with key figures from throughout the company’s history including Co-founders Kristian Nylén and Anders Ström, as well as Kambi Sportsbook MD Erik Lögdberg, the Founders’ Story charts more than two decades of Kambi’s history, from the halls of Sweden’s Karlstad University to milestones such as creating history by processing the first legal online bet in the U.S.

The Founders’ Story also charts the evolution of the sports betting industry, taking in landmarks such as the dot-com boom and the birth of live betting to the broadening influence of the B2B sportsbook model.

Officially founded in 2010 and gaining independence in 2014 with its listing on the Nasdaq Stockholm First North, Kambi has gone on to become the foremost provider of sportsbook technology and services to the regulated betting and gaming industry, with partners including BetPlay, LeoVegas, Kindred Group, Rush Street Interactive and Paf, Kambi’s first partner signing back in 2010.

Kristian Nylén, Kambi CEO and Co-founder, said: “Kambi’s journey is unique within the sports betting sector, and as I step up to the Board of Directors and welcome incoming CEO Werner Becher, I am pleased to be able to look back with pride and share it with the industry through this Founders’ Story.

“The business has grown from an idea between university friends to become the clear leader in its field, and as the Kambi Group continues to enhance its delivery with an expanding range of modular services including AI-driven odds feeds, front-end UX and esports, it is a journey that is only just getting started.”

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Cryptocurrency

Betting on Crypto: How Crypto Casinos are Driving Mainstream Adoption

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Betting on Crypto: How Crypto Casinos are Driving Mainstream Adoption
Reading Time: 2 minutes

 

Author: Scott Major, CCO, Transact365

In the digital age, two revolutionary trends are converging to reshape the landscape of financial entertainment: cryptocurrencies and online gambling. At the forefront of this intersection are crypto casinos, innovative platforms that are not only leveraging blockchain technology but also driving the widespread adoption of digital currencies.

By integrating digital assets into an engaging and familiar activity like gambling, crypto casinos are introducing a wider audience to the practical uses of blockchain technology. Conversely, the growing popularity of cryptocurrencies is attracting more users to online gambling platforms, expanding the reach of such platforms to tech-savvy individuals who prioritise privacy and decentralisation.

Crypto Casinos: Pioneering Adoption

Crypto casinos represent a new frontier in the gambling industry, leveraging blockchain technology to offer players a secure, transparent, and decentralised gaming experience. By accepting cryptocurrencies like Bitcoin, Ethereum, and others, these platforms provide users with unparalleled privacy, faster transactions, and lower fees compared to traditional fiat currency casinos. This alignment with the ethos of decentralisation and financial sovereignty inherent in cryptocurrencies has attracted a growing number of tech-savvy users and early adopters to the world of online gambling.

Moreover, crypto casinos are not just leveraging cryptocurrencies; they are actively promoting their adoption. In fact, crypto casinos are expected to become more mainstream by the end of 2024.  Players who may have been previously unfamiliar with digital assets are now acquiring and using them for entertainment purposes, thereby integrating cryptocurrencies into their everyday lives. This increased exposure to cryptocurrencies through gambling fosters a deeper understanding and acceptance for their utility and benefits beyond the gaming sphere. Therefore, as cryptocurrencies gain wider acceptance, more traditional gamblers are likely to explore crypto gambling options. This trend could expand the market share of crypto casinos within the overall online gambling industry.

The Ripple Effect: Cryptocurrencies and Online Gambling

Cryptocurrencies are also revolutionising the online gambling industry by addressing long-standing challenges related to payment processing. One of the critical barriers for traditional online casinos has been the inefficiency for certain underbanked sectors and at times costliness of payment solutions –  exacerbated by stringent regulations and geographical limitations. Cryptocurrencies circumvent these hurdles by offering a decentralised payment method that operates across borders with minimal fees and swift transaction times.

An efficient payment solution is paramount to maximising the synergy between cryptocurrencies and online gambling. Crypto casinos have capitalised on blockchain technology’s ability to facilitate instant and secure transactions, ensuring seamless deposits and withdrawals for players worldwide. This efficiency not only enhances the user experience but also expands market reach by attracting players from regions where traditional banking systems may be unreliable or inaccessible.

Harnessing Efficiency for Growth

By streamlining financial transactions through blockchain technology, crypto casinos are able to offer competitive advantages that resonate with today’s digital-first consumers. This includes faster payouts, reduced transaction fees, and heightened security measures that inspire trust and confidence among players.

The rise of crypto casinos is not merely a trend but a transformative force that is propelling the adoption of cryptocurrencies and reshaping the online gambling industry. By embracing blockchain technology and user-friendly crypto and local payment solutions, these platforms are fostering a symbiotic relationship that not only benefits both industries but most importantly the customers alike.

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