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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.
Latest News
Ariva Serviced Residences Unveils Exclusive Offer Ahead of 2025 World Series of Poker

In honor of the upcoming 56th annual World Series of Poker, Ariva Serviced Residences, the official luxury apartments of the Las Vegas Raiders and Las Vegas Aces, has unveiled an exclusive offer to those looking for an extended stay of 31 days or more.
Conveniently located just minutes from the action on South Las Vegas Boulevard, Ariva Serviced Residences is offering guests 10% off their stay from today through July 16. In addition, guests who sign up during this time frame will receive a $200 UberEats gift card to fuel guests between hands.
The luxurious selection of premium serviced residences come equipped with extensive, full-service amenities that create an exclusive atmosphere for guests. Each residence comes fully furnished, with luxurious amenities such as Frette linen, Matouk terry, Grown Alchemist bath products, Smart TVs, Nespresso machines, high-end appliances, refrigerators stocked with the basics and weekly housekeeping services. Residences range in size from one, two and three-bedroom serviced apartments to lavish, multi-bedroom penthouses.
“We are excited to present this special offer to attendees of the 56th annual World Series of Poker. Ariva Serviced Residences provides a restful, upscale retreat just minutes from the excitement of the tournament, making it perfect for players, fans and executives visiting for the event,” said Sylvia Wong, director of WTI, Inc., the owner of Ariva Serviced Residences.
Ariva Serviced Residences also offers access into all amenities on the property that includes a 24-hour business center, a newly-opened Sky Deck and Sky Lounge with surrounding views of the mountains, a pet park, a state-of-the-art fitness center, a Zen garden, four resort-style pools (three of which are heated), two spas and so much more.
To reserve an upscale residence at Ariva for this year’s annual poker event, call or text 702-820-1266 or email [email protected].
For more information on this offer, please visit arivaservicedresidences.com/offers.
The post Ariva Serviced Residences Unveils Exclusive Offer Ahead of 2025 World Series of Poker appeared first on Gaming and Gambling Industry in the Americas.
Latest News
Equiom appoints Vicky Stables as Managing Director of Jersey office

Equiom is pleased to announce the promotion of Vicky Stables to the role of Managing Director of its Jersey office, marking a significant milestone in the Group’s ongoing growth and leadership evolution.
Vicky joined Equiom in April 2024 as Head of Private Wealth and Family Office – Jersey, bringing over 25 years of fiduciary experience. In this role, she has built strong relationships across the team and developed a deep understanding of the firm’s operations, values, and clients. Her appointment reflects Equiom’s commitment to recognising internal talent and promoting from within.
In her new role as Managing Director, Vicky will lead the Jersey office, which offers a broad range of services including Corporate Services, Private Wealth, Family Office, and Employee Retirement and Reward Services. Her extensive experience in managing relationships with high net worth and ultra high net worth clients, particularly in Asia and the Far and Middle East, positions her well to guide the office through its next phase of growth.
Vicky is an Associate of the Corporate Governance Institute, a Chartered Manager of the Chartered Management Institute, and holds certificates in Islamic Finance and Offshore Administration. She has been recognised as a Citywealth IFC Powerwoman and Future Leader, highlighting her significant contributions to the industry.
“I am proud to take on the role of Managing Director for Equiom’s Jersey office,” said Vicky Stables. “Over the past year, I’ve had the privilege of working with a talented team and engaging with our valued clients. I look forward to leading our Jersey office as we continue to expand our services and uphold the high standards that Equiom is known for.”
Jon Jennings, CEO of Equiom Group, commented: “Vicky’s promotion is a testament to her leadership and the depth of experience she brings to our organisation. Her appointment aligns with our strategic focus on growth and our commitment to nurturing talent from within. I am confident that under Vicky’s leadership, our Jersey office will continue to thrive and deliver exceptional service to our clients.”
This appointment follows a series of strategic senior hires in Jersey, including the addition of Mark Lindsay as Head of Employee Retirement & Reward Services and Natalie McGinness as Director within the same team, as well as Sarah Cobden as Head of Corporate Services – Jersey and Vanessa Blanchet as Executive Director, Corporate Services – Jersey. These appointments underline Equiom’s commitment to strengthening its leadership team and expanding its service offerings in key areas.
The post Equiom appoints Vicky Stables as Managing Director of Jersey office appeared first on Gaming and Gambling Industry in the Americas.
Andrew Panza
SCCG Announces Partnership with FLI Golf

SCCG Management, a global leader in advisory services for the gaming and sports industries, has announced a strategic partnership with FLI Golf, the groundbreaking professional disc golf league redefining the sport for a new generation of fans, athletes, and bettors.
FLI Golf has quickly established itself as the most innovative and dynamic force in disc golf. By transforming traditional gameplay into a high-energy, broadcast-ready format—with structured halves, halftime analysis, and thrilling par-3 courses—the league has created a product that captivates spectators and resonates with modern sports culture. With a global roster of elite talent from the US, Estonia, Finland, and Laos, FLI Golf delivers competitive intensity, record-breaking prize pools, and a clear vision for what disc golf can become on the world stage.
The league currently owns all its teams and boasts the most talented athlete lineup in the sport. With events hosted at premier venues across the country and a rapidly growing fan base, FLI Golf is poised to franchise the league and scale globally. At the heart of its future expansion is a robust database of player statistics—designed not only to drive fan engagement but also to power highly accurate, competitive betting lines that elevate the sport’s betting potential.
To support this next phase of growth, SCCG Management will provide full-spectrum advisory services, including business development, capital raising, and the sourcing of strategic sponsors and brand partnerships across the US. SCCG will also lead efforts to activate sports wagering around the league, facilitating introductions to leading technology providers and sportsbook operators while guiding regulatory readiness.
One of the most exciting elements of this partnership is SCCG’s work to integrate FLI Golf into the Tribal gaming ecosystem. With decades of deep relationships in Tribal markets and across brick-and-mortar casino properties, SCCG will work to bring live FLI Golf experiences to casinos across the US—unlocking a powerful new category of in-person entertainment and sports betting activation.
“We couldn’t be more excited to welcome SCCG as our strategic partner. Their deep expertise in sports and gaming, along with their global network of partners and investors, gives FGL the backing it needs to change the game for professional disc golf and bring a bold new vision to life,” said Andrew Panza, CEO and Tour Director of the FLI Golf League.
“FLI Golf has created something truly special—a disruptive, fan-first league that’s built for the modern sports landscape. We see massive potential in their model, not only as a sport, but as an entertainment platform that aligns perfectly with the future of wagering, data, and tribal casino partnerships. This is just the beginning,” said Stephen Crystal, Founder and CEO of SCCG Management.
The post SCCG Announces Partnership with FLI Golf appeared first on Gaming and Gambling Industry in the Americas.
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