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Zendesk’s 2020 Messaging Report reveals focus on mobile and LatAm growth

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Zendesk’s 2020 Messaging Report reveals focus on mobile and LatAm growth
Zendesk’s VP of Conversational Business, Warren Levitan.
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The international CRM giant Zendesk released its Annual State of Messaging Report 2020 last month providing key data and insights on the most important conversational business and messaging trends ahead. The coming months will see core expansion in the global messaging landscape with strong advances ahead for the industry in mobile, integrated resorts and Latin American expansion, as messaging finally moves beyond boundaries according to Zendesk’s VP of Conversational Business, Warren Levitan.

In 2019, the number of messages exchanged between businesses and customers on Zendesk’s Sunshine Conversations platform increased 500%, and if the data revealed in the company’s third annual State of Messaging report is anything to go by, this is just the tip of the iceberg for the year ahead. “2020 will be the year of connecting conversations in the enterprise,” explained Warren Levitan. “We are seeing businesses embrace messaging as a shared platform for customer engagement, allowing them to truly unify sales, marketing and service interactions for the first time. This is a massive step toward putting customers at the centre of our businesses.”

Zendesk’s 2020 report combines interviews with more than two dozen customer experience product, sales, and marketing leaders from companies such as Google, Twitter, Hootsuite, Birchbox, and more, providing a measured analysis on the future of messaging across online, mobile and social platforms. Featuring expert commentary and in-depth analysis alongside original Zendesk research and third-party data, the report provides key insights into how messaging is changing the face of business with some notable parallels with the gaming industry in the coming decade.

As the international gaming industry continues to expand into emerging markets such as Brazil and Argentina, one significant area of focus within the report is that the LatAm region is leading the way. “Latin America – where WhatsApp is queen – is embracing conversational business faster than other regions, with Asia Pacific, Europe, the Middle East, and Africa following closely,” states Levitan. “In many developing countries, messaging has leapfrogged web, email, and mobile apps to become the digital commerce channel.”

The companies dominating the messaging landscape and the vast differences between countries and continents when it comes to who is winning the messaging race is just one aspect of the research. 2020 will also see evolving and emerging conversational business trends such as AI, machine learning and in-chat payments unlocking huge opportunities for online brands across all sectors. Facebook has revealed that 150m people on Instagram have a conversation with a business every month and so for gaming brands the focus on in-chat payments is essential going forward.

“In-chat payments may be the key to unlocking conversational commerce at scale in the west,” Levitan added. “Apple Business Chat has Apple Pay built in and Facebook has several projects in the works with WhatsApp Pay, Facebook Pay and, most controversially, Libra — its planned cryptocurrency. Kakao, Line, and Telegram also boast their own crypto coins in various stages of development. Buying stuff is a crucial part of the conversational customer journey and it’s about to get a whole lot easier.”

Over the past decade, messaging has fundamentally changed the way people interact with friends, family, colleagues, and companies. According to Business Insider, messaging apps have surpassed social media in global monthly active users. Since 2018, nearly every major messaging channel, including WhatsApp, WeChat, Facebook Messenger, Google’s RCS, and Apple’s iMessage, has extended beyond the consumer to businesses. At the same time, businesses of all sizes in every industry have embedded modern messaging experiences into their own apps and websites.

Speaking as part of Zendesk’s 2020 report, Rob Lawson, Global Partnerships, Google, explained: “We’ll start to see the pendulum swing from customer care being the primary driver for business messages towards marketing, lead generation and sales. To date we’ve seen businesses primarily motivated by reducing call centre costs and frustrations for existing customers. In 2020 we’ll see increasing activity from brands deploying conversational techniques to engage new customers and drive incremental business value.”

Bringing the report’s focus back to gaming and integrated resorts, recent data from global research and advisory firm Gartner predicts that by 2022, 70% of all customer interactions will involve emerging tools like chatbots, machine learning, and mobile messaging, up from 15% in 2018. The impact of this for the land-based sector will be keenly felt as Zendesk’s report highlights how live chat remains an effective channel for real-time conversations and a growing number of hotels, resorts and other customer-centric brands are creating bespoke messaging experiences within their mobile apps and websites.

Warren Levitan, VP Conversational Business, Zendesk, added: “Intent and sentiment engines will be connected to every messaging channel, with businesses intelligently routing each message to the right system and person or bot. Once messaging penetrates the business, we will see that it knows no boundaries.“

To read Zendesk’s full interactive State of Messaging 2020 report, visit: zendesk.com/message/state-of-messaging-2020/

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The Nomination Committee’s Proposal of Catena Media’s Board of Directors at the Annual General Meeting 2024

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The Nomination Committee’s Proposal of Catena Media’s Board of Directors at the Annual General Meeting 2024
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The Nomination Committee of Catena Media proposed re-election of the following members of the Board of Directors:

Øystein Engebretsen

Theodore Bergquist

Adam Krejcik

Sean Hurley

The Nomination Committee proposed that Erik Flinck and Dan Castillo be elected as new members of the Board of Directors.

Göran Blomberg, Esther Teixeira-Boucher and Austin Malcomb have declined re-election as board members.

The Nomination Committee proposed that there will be six (6) members of the Board of Directors, changed from seven (7).

The Nomination Committee also proposed Erik Flinck to be elected as Chairman of the Board of Directors.

Erik Flinck, born in 1980, currently provides high end business consulting combined with serving as Chairman for the digital health startup, dr HUD. Mr Flinck previously served as Head of BCG Sweden and has extensive experience from corporate management, growth and turnarounds from nearly 20 years of Management Consulting and serving as Head of Group Strategy and M&A at Sandvik AB. He has a Masters Degree in Engineering (Software development and Financial Mathematics) from the Royal Institute of Technology in Stockholm and a Masters Degree in Business and Administration from Stockholm University and Stockholm School of Business.

Born in 1980, Dan Castillo has accumulated over 20 years of experience across startups, growth companies and turnarounds. Since 2015, Castillo has invested in Catena Media, maintaining a close watch on its progression, especially after its IPO in 2016. He has previous experience of listed board work in Kotipizza which Orkla acquired in 2018. He currently serves on the boards of five companies in different sectors, including Quartr.com in Fintech and Hope Studios in movie production. His academic background includes studies in Finance and Economics at Linköping University.

The Nomination Committee of Catena Media consists of:

Nicklas Paulson, representing Investment AB Öresund (chair of the nomination committee)

Marianne Stenberg, representing Second Swedish National Pension Fund

Martin Zetterlund, representing Niklas Karlsson

Göran Blomberg, chairman of the board of Catena Media.

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IGT Announces Executive and Board Leadership Changes

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IGT Announces Executive and Board Leadership Changes
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International Game Technology PLC (IGT) announced that on March 21, 2024, its Board of Directors implemented changes to the Company’s Board and executive team.

Marco Drago announced that he will step down from his role as a non-executive director of the IGT Board of Directors. He will carry out his remaining term and depart from the Board at the conclusion of the Company’s Annual General Meeting (AGM) on May 14, 2024.

Enrico Drago has been appointed by the IGT Board of Directors as a non-executive director of the IGT Board. In addition, Enrico Drago will resign from his current role of CEO of IGT PlayDigital, and Gil Rotem, who is currently IGT PlayDigital President of iGaming, will expand his role to become IGT PlayDigital President and report directly to Vince Sadusky, CEO of IGT. These changes will be effective April 1, 2024. Enrico Drago will continue in his role as vice chairman of De Agostini S.p.A.

“As Marco Drago prepares to step down from his position on the IGT Board of Directors, I’d like to thank him for his many years of service and his unwavering commitment to driving results and creating value for all IGT stakeholders. Enrico Drago joining the Board and leaving his executive leadership position at IGT is a natural evolution that supports the Company’s vision for its next era of growth and transformation. Enrico’s value-creation mindset and understanding of global growth opportunities will enhance the Board and align with IGT’s strategic priorities,” said Marco Sala, IGT Executive Chair of the Board.

“Watching and guiding IGT through its evolution from a collection of companies that started with Lottomatica and GTECH grow into a unified global gaming leader has been very gratifying. We have been fortunate to have a great group of board members and business unit leaders that have helped drive IGT’s growth during this time. I thank them for their contributions and am certain that IGT is positioned for continued growth as we go forward with the bold initiatives we have undertaken,” said Marco Drago, IGT Non-Executive Director.

“Over the last five-plus years, IGT PlayDigital has established leadership positions in the global iGaming and North American sports betting sectors that will be foundational to the Company’s future successes. I thank the entire IGT PlayDigital team for all that we have accomplished in this time, and I look forward to supporting IGT in a new capacity and further helping the Company define its vision and strategy,” said Enrico Drago, CEO of IGT PlayDigital.

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Bidstack Executive Team Acquires Bidstack Limited and all its Subsidiaries

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Bidstack Executive Team Acquires Bidstack Limited and all its Subsidiaries
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The executive team of Bidstack has acquired Bidstack Limited and all the operating entities of the Group, from the administrators of Bidstack Group PLC. The deal sees James Draper, Founder & CEO, and the executive team of Bidstack Ltd become significant majority shareholders.

All contracts and client relationships will continue within the new ownership structure – safeguarding jobs for the UK and European-based staff.

Bidstack, the multi award-winning in-game middleware technology provider that initially set about bringing programmatic advertising revenue to the most renowned sports gaming franchises in the world, has diversified into a broader offering, taking advantage of the most advanced off-engine content management system in gaming.

Following the announcement of a partnership with the Washington Commanders, where the NFL franchise became the first-ever sports team to utilise a platform to control advertising within their virtual stadium, across official NFL games, from multiple studios and developers, the management team has been focusing on sports rights holders as a key customer type.

The executive team has the support of the world’s leading rights-holder professionals in the sports industry. It will continue to execute from its position as the leading technology for the sports industry, for fan engagement and brand activations, in video games.

The executive management consists of James Draper continuing as Chief Executive Officer, with Lisa Hau stepping up to Chief Financial Officer, Dave Garvey continuing as Chief Legal Officer, Will Stewart moving to Chief Product Officer and Daniel Barrigas to Chief Technology Officer.

James Draper, Bidstack’s Founder & CEO, said: “The acquisition is a pivotal moment for the next phase of growth for the business. Our technology is at the forefront of sports technology, and I couldn’t be more excited. I am proud that we are able to reward our ambitious and industry-pioneering team and have them as shareholders alongside myself.”

“I want to thank the staff and customers for standing by us during this strategic review, which has obviously been an uncertain period. For all of our customers to have stood strong alongside us is testament to the relationships we’ve built over the years, as well as the incredible staff we have here who have fostered those connections.

“The company can now focus on the enormous potential we have, to enable sports teams to get closer to their fans and improve the player experience by bringing their virtual IP to life, with real-time messaging, rewards and engagements.

“Thank you to the management team who have invested to protect the incredible work our talented group has produced. It’s extremely motivating to see the unwavering belief we collectively have in our vision and product. Sadly, the public market is an uncertain place currently, and it’s a challenging environment for growth businesses such as ours.

“The interest and support we’ve had from some of the leading players in the sports industry has given our team great confidence and motivation as we work with some of the world’s largest sporting franchises and leagues.

“Thank you to everyone’s support and to our Board of Directors, who have assisted myself and management throughout.”

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