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The Untapped Potential of Localised Support January 2024

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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:

  1. How does high-quality, localised support impact player satisfaction and retention?
  2. What role does cultural understanding play in shaping effective customer interactions?
  3. How can operators balance flexibility with consistency in customer support?
  4. 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.

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Portside Game Assembly announces talks and roundtables for June 27th’s premiere of the conference for indie game leaders

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Gamecity Hamburg is setting sail with the premiere edition of Portside Game Assembly – a dedicated B2B conference for international indie game leaders – taking place aboard a ship cruising Hamburg’s famous harbour on June 27. With a carefully curated program of keynotes, impulse talks, and roundtables, the conference offers a rare opportunity for studio directors and decision makers to connect in a focused and collaborative setting. Designed to spark fresh perspectives and actionable insights, the event brings together voices from acclaimed indie studios worldwide like Benjamin Laulan (COO & Co-Founder Evil Empire), Philomena Schwab (Founder Stray Fawn Studio), Søren Lundgaard (CEO Ghost Ship Games), Mauricio García (Studio Director The Game Kitchen), Kevin Zuhn (Creative Director & Co-Founder Young Horses Inc.), and more speakers. Tickets for the full conference experience, including a Networking Brunch and the Games Industry Party, are available at portsideassembly.com.

As the premiere of the Portside Game Assembly on June 27 is approaching, the laser-focused program for indie game leaders takes shape.

 

Keynotes, impulse talks and roundtables: This is the program

By offering a confidential setting for studio directors, the Portside provides value through relevant conversations and strategic networking, which is also reflected in the diverse yet focused conference program. These are some of the program highlights:

  • Keynote: Benjamin Laulan (COO & Co-Founder Evil Empire): The “Triple-i Initiative Deep Dive” keynote on how to create your own announcement space and talk directly to your audience when you can’t really relate to other existing showcases.

Impulse Blocks:Impulse Blocks consist of two to three impulse talks, all of which relate to an overarching topic, followed by an open discussion about the perspectives shown and an opportunity for participants to share their own experiences. The discussions will be moderated by Mariève Beauchemin (Programs Director & Co-Founder Indie Asylum) and Andreas Suika (Creative Director & Game Designer).

 

  • Mining for Your Next Gem – How to Decide which Games to Develop

A defining and crucial decision for every indie game studio is: what of the (probably many) game ideas should be pursued? Where should studios allocate their resources – and what game will help a studio prevail? Three speakers will share their approaches to these questions in 10-minute impulse talks:

    • Philomena Schwab (Founder Stray Fawn Studio): Game Idea Validation
    • Jonas Tyroller (Founder Grizzly Games): You Don’t Need a Hook
    • René Habermann (Director bippinbits): Don’t Ship the Wrong Game

 

  • Games Are Made by People – How to Foster a Good Company Culture

Founding and maintaining an independent game studio and managing a small to mid-size team comes with a lot of responsibility: from growing or having to downsize a team to maintaining a company culture where talent is nurtured, developed, and kept long-term.

    • Mauricio García (Studio Director The Game Kitchen): Keeping the Indie Mindset while Going Big
    • Kevin Zuhn (Creative Director & Co-Founder Young Horses Inc.): Hold Your Horses: Why Slow is How We Grow

 

  • From Dev to Dev – Why to Invest in Other Studios

More and more indie studios take the leap to market not only their own games but also put their resources and experiences on games from other developers. Two speakers will share their motivations and learnings from investing in games and studios that are not their own:

    • Søren Lundgaard (CEO Ghost Ship Publishing): Developer by Day, Publisher by Night
    • Christian Nyhus Andreasen (COO Fair Games): How to Lose 50% and Still Prosper – Angel Investment Lifestyle

 

Roundtables:

Roundtables have a more interactive concept than impulse blocks and encourage participants to discuss all aspects of the overarching question from the very beginning

  • Roundtable 1: Mobile Ports – When, Why & How? Moderated by Ali Farha (Senior Producer Star Stable Entertainment)
  • Roundtable 2: Stronger Together – Business Cooperations Between Indies. Moderated by Manny Hachey (Creative Director Positive Impact Games)
  • Roundtable 3: (Self-)Publishing – The Good, the Bad, the Ugly. Moderated by Sophie Atkin (Director & Founder Secret Sauce)
  • Roundtable 4: Longtail FTW – How to Make the Most out of Your Game. Moderated by Leonie Wolf (Associate Art Director Maschinen-Mensch)

The Portside Game Assembly website offers a detailed view on speakers, program topics and participating studios: https://portsideassembly.com/program/

The premiere of the Portside Game Assembly is supported by these great sponsors and partners: Photon and Twin Harbour Interactive!

 

Selection of already confirmed participants:

More than 60 studios from over 15 countries have already registered for the Portside Game Assembly conference on board the MS Princess. Besides already announced participants like Evil Empire, Stray Fawn Studio, The Game Kitchen, Toukana Interactive, Ghostship Publishing, and others, further acclaimed studios join the conference:

  • Digital Sun (Moonlighter, Cataclismo) / Spain
  • Keen Games (Enshrouded) / Germany
  • Young Horses Inc. (Bugsnax, Octodad) / USA
  • Gamious (Lake, Turmoil) / Netherlands
  • Color Gray Games (The Case of the Golden Idol) / Latvia
  • Massive Damage (Star Renegades) / Canada
  • Beam NG (BeamNG.drive) / Germany

Further participating studios can be found on the Portside Game Assembly.

The post Portside Game Assembly announces talks and roundtables for June 27th’s premiere of the conference for indie game leaders appeared first on European Gaming Industry News.

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LuckBet Launches New TV Commercial Starring Caio Castro on Sportv and Globoplay

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The Brazilian sports betting brand doubles down on its national presence with a humorous new campaign spotlighting customer benefits, responsible gaming, and celebrity appeal.

One of Brazil’s rising names in the online betting industry, LuckBet, has launched a new nationwide advertising campaign featuring acclaimed actor and motorsport enthusiast Caio Castro. The commercial, which blends humor with strategic brand messaging, is now airing on Globoplay and will debut on Sportv.

The witty commercial stars Caio Castro in a creative split-role talk show, where he plays both the host and the guest. While only one version of him gets to talk (the host, of course), the dialogue cleverly introduces LuckBet’s key strengths—focusing on entertainment, trust, and unique player benefits.

“Caio Castro communicates our message with natural charisma and humor, while staying aligned with our brand’s core values: entertainment, simplicity, and responsibility,” said Ivan Dutra, CEO of LuckBet. “This new commercial is fast-paced, engaging, and truly represents who we are as a company.”

LuckBet: A Responsible and Player-First Betting Platform

As the only betting operator from Mato Grosso officially listed by Brazil’s Ministry of Finance, LuckBet offers a wide range of player-centric features. These include:

  • Unlimited withdrawals

  • 24/7 humanized customer support

  • Weekly cashback on losses

LuckBet’s informal, street-smart communication style—rich in slang and expressions familiar to younger audiences—helps it stand out in Brazil’s crowded iGaming market. This distinctive approach is designed to foster a more authentic connection with bettors across all touchpoints.

Celebrity-Driven Brand With Social Impact

Since its founding in 2021, LuckBet, headquartered in Cuiabá, Mato Grosso, has rapidly grown its reputation through high-profile partnerships and sponsorships, including support for Cuiabá EC football club. Alongside Caio Castro, the brand also works with rapper PKFreestyle and sports journalist Isa Pagliari to broaden its appeal.

Importantly, LuckBet is a strong advocate for Responsible Gaming, offering tools such as self-exclusion, reality checks, and integrations with international support organizations like Gambling Therapy and GambleAware. The company adheres strictly to Brazil’s 2025 gambling regulations, operating transparently under newly defined federal guidelines.

The post LuckBet Launches New TV Commercial Starring Caio Castro on Sportv and Globoplay appeared first on Gaming and Gambling Industry in the Americas.

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ZITRO DIGITAL TO SHOWCASE NEW IGAMING CONTENT AT SBC SUMMIT AMERICAS 2025

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Zitro Digital is set to present its latest digital gaming innovations at the upcoming SBC Summit Americas in Fort Lauderdale, taking place from May 13-15. Visitors to booth #D270 will get a first look at the company’s new products, including the highly anticipated Legendary Sword series.

The Legendary Sword series launches with Avalon, a game adapted from the highly successful land-based title, bringing its proven gameplay to the digital world. In addition, Zitro Digital will showcase its growing portfolio, including Fu Pots Spring, the latest addition to the Fu Pots series, Twist Casino, and Empress, the newest game in the Bashiba Link series. Attendees will also have the chance to explore a variety of digital video bingo and video slot games, all adapted from Zitro’s successful land-based offerings.

 

“We’re excited to launch the Legendary Sword series at SBC Summit Americas,” said José Javier Martí, COO at Zitro Digital. “This expansion into the online market is a natural progression for Zitro Digital as we continue to provide exceptional gaming experiences across all platforms. We look forward to strengthening partnerships, exploring new opportunities, and sharing our progress within the iGaming industry at this event,” concluded José Javier Martí.

The post ZITRO DIGITAL TO SHOWCASE NEW IGAMING CONTENT AT SBC SUMMIT AMERICAS 2025 appeared first on Gaming and Gambling Industry in the Americas.

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