

Conferences in Europe
Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support
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HIPTHER, organizer of the Prague Gaming & TECH Summit 2025, is excited to welcome Cloudfresh as the Networking Break Sponsor, a company empowering businesses with top-tier cloud services. As a Zendesk Premier Partner, Cloudfresh specializes in integrating, optimizing, and scaling the best in-class cloud solutions, acting as a vital link between companies and cloud technologies. In this exclusive interview, we speak with Vita Usatiuk, Sales Executive at Cloudfresh, to explore how AI, omnichannel support, and personalized player interactions are reshaping customer service in gaming.
Player support is becoming a crucial factor in gaming retention. How can integrated customer service solutions enhance player satisfaction and engagement while keeping gamers in the game?
Integrated customer service solutions are essential for enhancing player satisfaction and engagement, ultimately driving player retention. By providing support across various channels like chat, messaging, phone, and email, gaming companies can meet players where they are, offering seamless and convenient assistance. This omnichannel approach ensures that players can easily reach out for help before, during, or after a game. Furthermore, AI-powered tools can provide instant help and personalized interactions, addressing player needs proactively and efficiently. A robust support system contributes significantly to a positive gaming experience, fostering loyalty and encouraging players to stay engaged with the game.
The gaming industry faces unique challenges in customer support, from omnichannel demands to peak traffic surges. How does Cloudfresh leverage Zendesk to help gaming companies streamline support operations and optimize agent workload?
The gaming industry presents unique customer support challenges, including omnichannel demands and peak traffic surges, especially during new release windows. We in Cloudfresh implement Zendesk solution for the customer support to help gaming companies streamline their support operations and optimize agent workload. Zendesk offers a unified platform that integrates various support channels, enabling agents to manage interactions from a single workspace. AI-powered automation can handle routine inquiries, allowing agents to focus on complex issues. Zendesk also provides tools for intelligent ticket routing, workforce management, and performance monitoring, which helps optimize agent efficiency and ensure timely issue resolution.
Personalization is key to delivering a top player experience. How can gaming brands use AI-driven customer support to provide more tailored interactions and proactively address player needs?
Personalization in gaming support is no longer a luxury, it’s a necessity. AI-driven solutions are empowering gaming companies to meet this demand in innovative ways. Here are some practical examples:
- AI Agents for 24/7 Support and Instant Answers: Players expect support around the clock. Zendesk’s AI Agents can provide instant, accurate answers to common questions, drawing from your knowledge base. This ensures players get the help they need immediately, any time of day.
- Intelligent Triage and Routing: AI can analyze incoming support tickets and route them to the right agent or team based on the player’s issue, game, or platform. This ensures that players are connected with specialists who can address their specific needs efficiently.
- Proactive Support and Personalized Recommendations: By analyzing player data and behavior, AI can help anticipate common issues and proactively offer solutions or tips. This could include in-game notifications, personalized FAQs, or tailored support articles. For example, Kaizen Gaming, a European eGaming company, delivers 95% resolution at first contact with live chat and 360° views of customers. This level of insight allows for highly personalized and proactive support.
- Automation for Scalability: Gaming companies often experience peak support volumes around game releases or updates. Zendesk’s automation capabilities, enhanced by AI, can handle surging ticket volumes and reduce wait times. Play Games24x7, an Indian online gaming company, reduced their resolution time by 68% by leveraging Zendesk automation and analytics. This demonstrates the power of AI in scaling support operations efficiently.
By leveraging Zendesk’s AI-driven features, gaming companies can provide more tailored, efficient, and proactive support experiences, ultimately driving player satisfaction and loyalty.
Cloudfresh has extensive expertise in implementing and optimizing Zendesk solutions for gaming businesses. Can you share a recent success story where your solutions significantly improved customer experience?
Yes, we have many success stories, and one recent example is our work with Bloober Team, a renowned game development studio specializing in psychological horror games. Bloober Team faced challenges in providing efficient player support, especially during peak times around game releases. They needed a solution that could scale, provide comprehensive data from players, and streamline their support workflow.
We implemented Zendesk’s Enterprise Suite for Bloober Team, including add-on apps and a custom ticket form to gather essential information from players. We also integrated DeepL for translation to assist with their diverse player base.
The results were transformative. Bloober Team now has a robust system to manage player support, allowing them to react quickly to issues and provide timely solutions. This has significantly improved their ability to maintain contact with players, address concerns, and ultimately enhance the player experience. This case demonstrates our ability to tailor Zendesk solutions to the specific needs of gaming companies, helping them to overcome support challenges and foster stronger player relationships.
At the Prague Gaming & TECH Summit 2025, AI and automation in gaming support will be major discussion points. How do you see AI-driven support evolving in the next few years, and what should gaming operators focus on to stay ahead?
It’s clear that AI is no longer a future possibility in gaming support – it’s the present and the driving force of its evolution. We’re seeing a distinct separation between companies that are embracing AI and those that aren’t. Those “CX Trendsetters” are pulling ahead, and gaming operators need to be in that category. It’s not just about replacing human agents either; it’s about ‘human-centric AI.’ We’re talking about augmenting agents, giving them superpowers to handle complex issues while AI handles the routine.
Looking ahead, expect AI to get even smarter – predictive, hyper-personalized, with more natural conversations. And it’s not just chatbots anymore; AI-powered automation will touch every support channel, creating those seamless omnichannel experiences players demand. Crucially, AI will provide a wealth of data and insights, allowing for data-driven optimization of support strategies.
So, for gaming operators who want to stay ahead, it boils down to this: invest strategically in AI, empower your agents to work alongside it, focus on leveraging those AI-driven insights, build systems that can scale and adapt, and, of course, prioritize data security. That’s from my point of view the roadmap for success in the AI-driven future of gaming support.
With Cloudfresh at the Prague Gaming & TECH Summit 2025, this year’s event will showcase the latest innovations in AI-driven player support and customer service strategies. Don’t miss the opportunity to connect with industry leaders, gain exclusive insights, and explore the future of gaming support technology!
The post Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support appeared first on European Gaming Industry News.
Conferences in Europe
New-look SBC Summit Malta Shows Strong International Appeal

Save the date: The show will return to the island next year, from 28–30 April.
Last week, SBC Summit Malta transformed the InterContinental Hotel into a powerhouse of industry networking, bringing together 6,000 professionals from Malta and across Europe.
This year marked the debut of the event under its new identity, following the rebrand from CasinoBeats Summit. With its expanded focus covering casino, sports betting, regulation, affiliation, payments, and emerging tech, the summit officially opened on Wednesday, 11 June, with a ribbon-cutting ceremony led by Malta’s Minister for the Economy, Enterprise and Strategic Projects, Silvio Schembri.
Clinton Cutajar, CTO of digital marketing agency MediaTroopers, praised the rebrand: “The rebranding was a successful one. Everyone I meet mentions it is a great show, with great panels and a great conference.”
In addition to content and attendance, the organisation of the event itself earned high marks. Cristina Turbatu, CTO at Malta-based operator Casumo, noted, “It’s very well organised, it’s very well structured, and for me, it just feels high-end in terms of quality, so I really enjoy it.”
Cutajar added praise for the technology behind the experience: “The SBC Connect app helped a lot to schedule appointments in advance. There was no need to search around or try to coordinate elsewhere. Everything and everyone could be found in one central place.”
Dr. Eyal Loz, CPO of game studio RubyPlay, also commented on the balance between scale and accessibility: “It’s big enough to meet a lot of interesting people and have some really good meetings, and small enough to navigate easily. The organisation, the location, the panels; I’m very happy with it. It has been brilliant.”
This year’s summit also demonstrated depth in commercial firepower with an impressive 37% of attendees holding key decision-making roles. Moreover, there was strong representation from both the operator and affiliate sides, with operators bringing over 2,100 representatives, accounting for 35% of the overall audience, and 750 affiliates focused on player acquisition in the room. Both segments recorded considerable audience growth compared to last year.
Nils Andén, CEO of operator Kindred Group, commented: “I have definitely met the people that I expected to meet here, and also some people that I was surprised to see. SBC delivered on the promise to get the right people.” Rosi Bremec, COO at Game Lounge, added: “I’ve only been in the industry for three years, and I’m always looking for good people and new ideas. Events like this help me meet those people and also expand my knowledge of the industry.”
Reflecting on the milestone edition, SBC CEO & Founder Rasmus Sojmark shared: “While the numbers for this event were strong and we delivered on our promises, the most important takeaway was the undeniable excitement I witnessed while walking the show floor, entering the conference rooms, and attending the dinners and parties.
“The audience this year was electric, and the warm feedback we have received is the greatest compliment we could ask for as organisers. A massive thank you to each and every individual who made this event, in its new shape and form, a success this year.”
Malta-based leaders were especially vocal about the event’s value for the local ecosystem. Charles Mizzi, CEO of the Malta Gaming Authority (MGA), underlined the event’s broader significance: “These events help to confirm the importance of the gaming industry to the local economy.”
“I was quite impressed with the setup and the number of participants. If we remain behind our desks and do not participate in events such as this, we wouldn’t have the feel of the industry,” the MGA CEO added.
Andén remarked, “I’m based here in Malta, so this is a good opportunity for me to catch up with people from all across the industry; not only the ones that are based here, but those who travel here too. It’s also good that SBC makes a concerted effort to actually get people who represent the companies that work here in Malta. That is an important kind of differentiation point.”
Jovana Popovic Canaki, CEO of iGP, a Platinum Headline sponsor of the event, said: “One of our offices is here in Malta, and for us it’s home. We walk to the venue. We want to support local events, so the sponsorship was a no-brainer and a great honour.”
Bremec further highlighted the benefit of local hosting: “Everybody is here. The product people are here, the HR people are here. Everybody loves attending these events, so we encourage that.”
Notably, while the event featured strong local representation, with 47% of the audience based in Malta, it also demonstrated its international appeal, with 53% of attendees flying in from abroad. “This shows that the event is not just for locals, but a key opportunity to connect with European, and to some extent, international stakeholders who travel to Malta specifically to attend the event,” Sojmark said.
Beyond the vibrant expo floor, the conference segment was a highlight in its own right. Hosted across three main conference rooms and two dedicated workshop spaces, the agenda featured 17 hands-on workshops and a speaker lineup of 250 experts.
Andén commented, “I really liked the particularly dedicated track on some of the regulation challenges that affect not only me as an operator, but also affect suppliers and everyone else in the industry.” Popovic Canaki added, “Sometimes we speak too loudly and don’t let our ears work. This was a fantastic opportunity to sit down and listen to what the rest of the industry has to say.”
Andre Machado, CCO of Clever Advertising, praised the programming: “The way you are building the conference and the topics are also a mixture of what the audience is looking for. There’s real sensibility in how the programme aligns with broader industry trends.”
Turbatu reinforced the value of the educational content: “Those who didn’t attend would be missing out on high-quality workshops, which I don’t think many other conferences focus on.”
Adding a cultural edge to the event, SBC hosted the Malta debut of its signature EDM experience: the INFINITY party. Held at the island’s iconic Aria Complex and headlined by international star Galantis, the evening delivered a high-energy celebration that brought the entire industry together in style. The Malta edition joins past INFINITY showcases at SBC Summit, SBC Summit Rio, and SBC Summit Americas, which featured major acts such as Afrojack and Steve Aoki.
Apart from INFINITY Malta, SBC treated attendees to multiple evening networking events. The week began with an opening party at Infinity by Hugo’s, a beloved spot for those who had previously attended SBC’s Malta events. The organiser also hosted two invite-only dinners on Wednesday, one for C-level operators at Caviar & Bull and another for affiliates at Sole by Tarragon. On Thursday, the spotlight shifted to SBC Awards Europe, a ceremony that celebrated the achievements of the industry’s brightest companies and individuals. The week concluded with a relaxed closing party at Open Waters.
The overwhelmingly positive response from attendees highlighted not only the strength of the new format but also the growing trust in SBC’s ability to deliver high-quality, high-impact industry events. As Dr. Eyal Loz of RubyPlay summed it up: “I’ve attended almost all the SBC events over the last year, and I’m going to keep on coming back for sure. It’s nice to see the evolution of SBC. The pace at which SBC is improving, becoming more relevant, more engaging, and more dynamic truly blows my mind.”
Save the date: The show returns to the island next year, 28–30 April. For exhibition and sponsorship opportunities, contact [email protected]
The post New-look SBC Summit Malta Shows Strong International Appeal appeared first on European Gaming Industry News.
Affiliate Industry
Hop on the Wealth Bus: N1 Partners heading to iGB Live London 2025

N1 Partners is gearing up for iGB Live London 2025, and will bring something visitors won’t want to miss. On July 2–3 at ExCeL London, guests will find N1 Partners at Booth J50 — where a black-and-red stand designed to resemble an elegant bus stop welcomes guests beneath the slogan: Hop on the Wealth Bus.
The stand is designed to be more than just a place to visit — it’s a lively lounge where you can grab a drink, chat with the team, and explore real ways to scale your affiliate profits against the backdrop of a bus stop-style design.
N1 Puzzle Promo: Your road to the helicopter prize
N1 Partners is tying the Wealth Bus theme into its N1 PUZZLE Promo — the campaign that’s literally driving our partners toward a brand-new Robinson R22 Beta II helicopter.
Here’s how it works:
- 1 puzzle piece for every 10 FTDs from SEO traffic
- 1 puzzle piece for every 40 FTDs from PPC and ASO
- 1 puzzle piece for every 100 FTDs from FB and other channels (social media, SMS, Email, UAC, In-App)
The more puzzle pieces you collect, the closer you get to taking home the helicopter. And since London is one of the key stops on this journey, N1 Partners will showcase exactly how affiliate traffic can help drive progress toward the prize.
Of course, it’s not just about the final prize. N1 Partners is already running two mini-lotteries (April–July and Sept–Nov) packed with luxury prizes — and everyone wins something. Whether you’re driving PPC, SEO, or social traffic, you can turn volume and speed into puzzle pieces and prizes.
What’s on board at Booth J50
The stand will offer plenty of engaging activities for visitors:
- Bar — visitors can grab a drink and connect with the N1 Partners team.
- Puzzle Collection merch drop — every item gives you +1 puzzle piece in the promo. Plus, each merch owner enters a special giveaway: a custom hoodie, an iPhone 17 Pro Max, and a branded case.
- Plinko-style game — everyone wins! Grab a guaranteed prize right at the booth.
- Meet the N1 Partners team — the team will be on hand to answer questions and show how to boost your current promo results and earnings.
Why meet N1 Partners in London
N1 Partners has been driving affiliate success for over 7 years, with 12+ licensed casino and betting brands and top deals across Tier‑1 markets.
Here’s what the program offers:
- CPA up to €650
- RevShare up to 45% + NNCO
- Hybrid deals
- No shave, no delays, guaranteed payouts
At Booth J50, N1 Partners will be ready to talk about real business — no fluff. If you run SEO, PPC, FB, or any other traffic, we’ll show you how to turn it into bigger profits with our offers.
N1 Partners stands for reliability, honesty, and speed — and we’re always open to new partners who are ready to scale.
Let’s meet in London!
Attendees can visit N1 Partners at Booth J50 during iGB Live London on July 2–3.
Hop on the Wealth Bus, grab exclusive merch (get an extra Puzzle Piece with it) — and discover how to boost your affiliate marketing performance with N1 Partners.
The post Hop on the Wealth Bus: N1 Partners heading to iGB Live London 2025 appeared first on European Gaming Industry News.
Conferences in Europe
PIN-UP Global to Participate in IGB L!VE London

International iGaming holding PIN-UP Global will participate in IGB L!VE, one of the industry’s premier events taking place July 2-3 in London. Booth K40, spanning 168 square meters, will feature two distinct zones – PIN-UP Global and PIN-UP Partners. The holding will create valuable networking opportunities for industry professionals.
Visitors to the PIN-UP Global booth will have the opportunity to meet with the holding’s teams to explore the B2B portfolio designed to boost operational performance and drive business growth in the iGaming sector. The holding’s team will focus on growing its partner network and demonstrating the company’s latest technological developments.
PIN-UP Global team will be on hand throughout the event to explore potential investment opportunities and discuss partnerships with promising startups. The holding continues to identify and support promising teams developing innovative solutions in MarTech, iGaming, FinTech, AI/ML, and analytics.
PIN-UP Partners is joining iGB Affiliate London with top-performing offers, exclusive merch, and proven partnership models. Recognized as the Best iGaming Affiliate Program by AW’2024, MAC’2024, and SiGMA’22, PIN-UP Partners team is ready to build strong, long-term partnerships.
For industry professionals seeking new career opportunities, HR representatives from PIN-UP Global will be present at the event. Interested candidates can book meetings to discuss current openings within the international holding.
With the holding growing rapidly — a remarkable 58% just over the past year — new opportunities and prospects are opening up every day, both for existing team members and for those looking to join. As a result, the holding is actively seeking strong specialists for managerial positions, as well as professionals in tech, marketing, media buying, and more. Visit our booth to become part of the PIN-UP Global team.
For convenient meeting scheduling with holding representatives, exhibition delegates can use the touchscreen booking system and conduct meetings in specially equipped meeting rooms.
PIN-UP Global welcomes all IGB L!VE London attendees – industry experts, potential partners, and talented professionals – to connect with their team during the event to discuss tech solutions, collaboration opportunities, and career prospects.
PIN-UP Global is an international iGaming holding company specialising in developing and implementing advanced technologies, B2B solutions, and innovative products for the iGaming industry.
The post PIN-UP Global to Participate in IGB L!VE London appeared first on European Gaming Industry News.
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