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The Untapped Potential of Localised Support January 2024
Objective: Examine how customer experience shapes player retention and brand loyalty in iGaming, placing emphasis on the role of localised, high-quality support.
Outline:
- Introduction: The growing focus on customer experience as a differentiator in iGaming.
- The Value of Localised Support: Exploring how cultural nuances and language fluency enhance player satisfaction.
- Flexibility in Resource Allocation: Meeting fluctuating demand without compromising quality.
- Future Trends: How advancements in technology and localization will shape the next era of player engagement.
Questions for Exploration:
- How does high-quality, localised support impact player satisfaction and retention?
- What role does cultural understanding play in shaping effective customer interactions?
- How can operators balance flexibility with consistency in customer support?
- What emerging trends in customer experience should iGaming businesses prepare for?
Answer:
In the rapidly evolving iGaming industry, players have more choice than ever before—whether it’s brands, slots, game types, payment options, the list goes on. With so much competition, customer experience is quickly becoming a significant differentiator for operators. The ability to deliver a seamless, player-centric experience across multiple jurisdictions is not just a competitive advantage but a necessity in retaining players in this growingly saturated market.
Customer experience today goes far beyond just problem-solving for players. It encompasses proactive, personalised engagement, meaningful recommendations, and a culturally resonant approach. The operators that succeed in this space are those who maintain high standards across these elements, delivering them in a timely and localised manner. Localisation, in particular, is a key factor in turning good customer service into exceptional customer experiences.
So, why is localisation so important? At its core, successful customer support is built on trust. But building trust across diverse jurisdictions is not something that can be achieved through a single, uniform strategy. Methods of communication are a prime example. In Brazil, where the newly regulated market is flourishing, players may expect warm and conversational interactions. In contrast, many European players often favour more concise and formal communication. Recognising and adapting to these cultural nuances allows operators to foster a stronger connection with their entire player base.
Beyond communication style, localisation also plays a critical role in regulatory compliance. The iGaming industry is highly fragmented in terms of regulations, and players are increasingly aware of their rights. A customer service team that understands local legislation implicitly adds immense value, ensuring compliance while delivering tailored support. This not only reinforces trust but also strengthens the player’s respect for the brand.
At the same time, operators face the challenge of balancing high-quality customer support with the flexibility needed to respond to fluctuating demand. This is where RokkerX delivers measurable value. By offering scalable resource allocation and rigorous cross-functional training, we ensure our teams can adapt to surges in demand; whether it’s a major sporting event in a specific jurisdiction or global-scale activity, without compromising on quality. Our teams remain aligned with the core values of our clients’ brands, ensuring a customer-centric approach at all times.
Looking ahead, the iGaming industry is poised for further transformation, driven by advancements in technology and localisation. At RokkerX, we are committed to staying at the forefront of these changes to help our clients deliver exceptional experiences. Trends like the growing prominence of omnichannel communication, including social media and in-app messaging, and advancements in natural language processing (NLP) will enable operators to communicate with even greater precision and cultural nuance. Yet, the future will demand more than just technology. The ability to strike the right balance between tech-driven solutions and the human touch will be essential in creating meaningful connections with players.
As the industry evolves, the blend of cutting-edge technology, cultural understanding, and human expertise will define the next era of player engagement. By staying ahead of these trends, RokkerX ensures our clients are not only prepared for the future but thrive in it.
The post The Untapped Potential of Localised Support January 2024 appeared first on European Gaming Industry News.
SCCG Management has announced a strategic partnership with Probility AI, a cutting-edge AI technology company specializing in injury and performance prediction for professional sports athletes and organizations. The partnership marks a significant step forward in integrating advanced predictive analytics into the sports and gaming industries, with a focus on enhancing player performance, safety, and long-term value.
Probility AI’s innovative platform harnesses AI-driven technology to deliver actionable insights, enabling organizations to optimize player health and performance, reduce injury-related risks, and improve team outcomes. The implementation of this technology allows leading organizations to identify key use cases, improve decision-making, and unlock new revenue opportunities through data-driven strategies.
Through this partnership, SCCG Management will work closely with Probility AI to integrate its groundbreaking solutions into the sports and gaming ecosystems, leveraging SCCG’s extensive network and expertise in driving innovation at the intersection of technology, sports, and gaming.
Stephen Crystal, Founder & CEO of SCCG Management, said: “Sports and gaming are evolving fast, and Probility AI is right at the cutting edge with its performance and injury prediction tech. This partnership is about pushing the limits, finding new opportunities, and changing the game for both industries.”
Doug Plocki, Co-Founder and CEO of Probility AI, said: “Probility AI is thrilled to partner with world class industry experts like Steve Crystal and the SCCG team. Our AI-driven insights help pro athletes and executives make better decisions by showing them a glimpse of the future. Those same insights will have a dramatic impact on the sports bettor and fantasy sports player, sports books, gaming platforms, content providers, and more. SCCG can help us navigate the complex sports gaming space, and together we will drive this new tech forward.”
The post SCCG Announces Strategic Partnership with Probility AI appeared first on Gaming and Gambling Industry in the Americas.
Internet Gaming
New Jersey Division of Gaming Enforcement Announces January 2025 Total Gaming Revenue Results
The New Jersey Division of Gaming Enforcement has announced the January 2025 total gaming revenue results.
Casino Win:
Casino Win for the nine casino hotels was $210.1 million for January 2025, reflecting an increase of 2.6% when compared to $204.7 million reported for January 2024.
Internet Gaming Win:
Internet Gaming Win for the casinos and their partners was $221.6 million for January 2025, reflecting growth of 20.9% when compared to $183.3 million reported for January 2024.
Sports Wagering Gross Revenue:
Sports Wagering Gross Revenue for the casinos, racetracks, and their partners was $122.2 million for January 2025, reflecting a decrease of 28.4% when compared to $170.8 million reported for January 2024.
Total Gaming Revenue:
Total Gaming Revenue for the casinos, racetracks, and their partners was $553.9 million for January 2025, reflecting a 0.9% decrease when compared to $558.7 million reported for January 2024. Total Gross Revenue Taxes were $62.1 million for January 2025.
The post New Jersey Division of Gaming Enforcement Announces January 2025 Total Gaming Revenue Results appeared first on Gaming and Gambling Industry in the Americas.
The Responsible Online Gaming Association (ROGA) has launched the “Know Your Play” campaign in partnership with EPIC Global Solutions, Kindbridge Behavioral Health, and the Responsible Gambling Council (RGC). This is a major initiative designed to provide college-aged students with detailed content focused on responsible gaming, mental health and well-being, and financial literacy.
“College students are learning to navigate newfound financial independence and equipping this age group with resources to make informed decisions that can build good financial habits will serve them throughout their lives, whether they engage in gaming or not. While previous programs have focused on student-athletes, our campaign intends to educate the broader student population about responsible gaming concepts that can help this age group set realistic expectations and see gaming as a form of entertainment, not as a way of making money,” ROGA Executive Director Dr. Jennifer Shatley said.
The campaign utilizes digital learning tools, resources, and videos available to all college-aged students at knowyourplay.org, even if they are not enrolled in a university. These resources will educate students on key responsible gaming concepts, including randomness, impulsiveness, and limit setting, while addressing myths like the illusion of control in sports betting. It will also focus on the role stress and mental health play in overall student wellbeing and provide practical tips for management. Additionally, extended resources will be piloted with select universities.
“EPIC has vast expertise and experience in creating programs that resonate with college-aged audiences and are delighted to partner with ROGA on a campaign that will provide critical education to college students across the country. By combining expert knowledge with personal stories, our program aims to foster a well-rounded understanding of financial literacy, decision-making, and risk-taking,” Teresa Fiore, SVP of Partnerships at EPIC Global Solutions, said.
The campaign will begin rolling out at college campuses over the next several weeks with in-person learning sessions and workshops in tandem with digital delivery tools for greater accessibility and reach, ensuring that the program effectively engages students across diverse campuses and demographics.
“College life presents unique pressures, from financial independence to academic performance, all of which can impact mental health. By fostering decision-making skills that bridge these areas, we’re helping students build resilience, manage stress, and develop healthy habits that will serve them well beyond their college years,” Kindbridge Group CEO Daniel Umfleet, said.
“College students face an increased risk of harm from gambling, making prevention education essential in protecting this important audience. RGC has a long history of creating prevention programs for young adults, and we are proud to partner with ROGA on this crucial initiative. This campaign will equip students with the knowledge and skills needed to make informed decisions should they choose to gamble. By providing valuable information, digital tools, and resources, we are empowering young adults to approach gambling with a lower-risk mindset and reduce potential harm,” RGC CEO Sarah McCarthy said.
The post ROGA Launches National College Education Campaign appeared first on Gaming and Gambling Industry in the Americas.
SCCG Announces Strategic Partnership with Probility AI
New Jersey Division of Gaming Enforcement Announces January 2025 Total Gaming Revenue Results
ROGA Launches National College Education Campaign
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