Industry News

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

Published

5 years ago

March 6, 2020

Zendesk’s VP of Conversational Business, Warren Levitan.

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.

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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/

Related Topics:LatAm Zendesk Zendesk’s VP of Conversational Business Warren Levitan

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FanDuel Sports Network Appoints Damon Phillips to Lead South, Southeast, Florida and Sun Regions

Published

4 days ago

August 11, 2025

Niji Narayan

FanDuel Sports Network, owned and operated by Main Street Sports Group, announced that Damon Phillips is joining the Company as Executive Vice President, Team Partnerships, effective August 25. In this role, Phillips will assume oversight of the South, Southeast, Florida and Sun regions, including partnerships with the Atlanta Braves, Atlanta Hawks, Carolina Hurricanes, Charlotte Hornets, Memphis Grizzlies, Miami Heat, Miami Marlins, Nashville Predators, Orlando Magic, and Tampa Bay Rays. He will report to David DeVoe, President of Main Street Sports Group.

“Damon brings an exceptional track record of using digital innovation, audience segmentation, and cross-platform strategies to drive fan growth and engagement. As we continue to invest in our local sports media platform, Damon’s deep leadership experience at both NBC Sports and ESPN, combined with his ability to scale technology-forward solutions for both media companies and team partners, provide a unique perspective as we continue to focus on team-first solutions in a dynamic local media landscape,” said DeVoe.

“I’m thrilled to be joining a company that’s reshaping what local sports media can deliver for fans and partners. FanDuel Sports Network has built a strong foundation and is uniquely positioned to harness the power of local fandom, scale engaged audiences and unlock new growth across its markets. I’m excited to help drive this next chapter,” said Phillips.

Phillips has spent more than three decades at the intersection of sports, media, and technology, including senior leadership roles at NBCUniversal and ESPN. At NBC Sports, he served as Senior Vice President, Digital Media & Emerging Businesses, overseeing NBCSports.com, Sports Betting, Fantasy Sports, the NBC Sports YouTube Channel, Peacock B2B distribution, and multiple podcast and streaming ventures. He led partnerships with DraftKings, BetMGM, Fanatics, and others, and provided strategic direction for the company’s FAST and sports betting content initiatives.

Industry News

Caesars Entertainment Launches Signature American Roulette

Published

4 days ago

August 11, 2025

Niji Narayan

Caesars Entertainment has launched its third fully in-house developed proprietary online casino title: Signature American Roulette. Now live in New Jersey, the game is available across Caesars Palace Online Casino, Caesars Sportsbook & Casino, and Horseshoe Online Casino, bringing another standout addition to the Company’s Signature table game series.

Developed by Empire Creative, Signature American Roulette reflects Caesars’ growing investment in building its own proprietary content, a cornerstone of its online casino strategy aimed at delivering a best-in-class player experience.

“Our in-house content team’s latest addition to the Signature series of table games is a standout for our online casino players. Bringing Signature American Roulette to our iGaming platforms perfectly complements our suite of Caesars-branded table games and further strengthens the robust collection of digital offerings that bring the energy of the casino floor to players’ mobile devices,” said Matthew Sunderland, Senior Vice President and Chief iGaming Officer at Caesars Digital.

Signature American Roulette follows the recent launches of fan-favorite Signature titles, Caesars Palace Signature Multihand Blackjack Surrender in May and Signature Blackjack Surrender in June, both also developed by Empire Creative. Online casino players can enjoy these games across Caesars’ marquee iGaming platforms in New Jersey, Michigan and Ontario, with Caesars Palace Signature Multihand Blackjack Surrender now also available on Caesars Palace Online Casino in Pennsylvania.

“Signature American Roulette continues our commitment to delivering immersive and player-centric table games that align with our many iconic brands. From player-selectable wheel spin direction and speed to our intuitive favorite bets system, every detail is crafted to boost engagement. With seamless play in portrait or landscape modes and picture-in-picture win evaluations, we’re bringing the thrill of the casino straight to players’ fingertips,” said Scott Krell, Senior Director of Game Products and Head of Studio at Caesars Digital.

Those 21 and older in New Jersey can play Signature American Roulette by downloading the Caesars Palace Online Casino, Horseshoe Online Casino or Caesars Sportsbook & Casino apps on iOS or Android, or visiting the platforms on desktop. These platforms are also available in Pennsylvania, Michigan, Ontario, and West Virginia, offering a dynamic online casino experience that features Caesars-branded games, timeless casino classics, and unique titles from top game providers. Each platform offers a dynamic online casino experience with a range of unique games from top providers, Caesars-branded games, and timeless casino classics. Additionally, each platform integrates Caesars Rewards, the Company’s industry-leading loyalty program allowing players in the US to earn Caesars Rewards Credits redeemable for unforgettable experiences at more than 50 world-class Caesars Rewards destinations across North America.

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Maryland Casinos Generate $165.7 Million in Gaming Revenue During July

Published

1 week ago

August 7, 2025

Niji Narayan

Maryland’s six casinos combined to generate $165,661,894 in revenue from slot machines and table games during July 2025. The statewide total was down $4,159,416 (-2.5%) compared to July 2024.

Casino gaming contributions to the state during July 2025 totaled $71,857,827, a decrease of $305,727 (-0.4%) compared to July 2024. The July 2025 contributions included $51,742,064 to the Education Trust Fund, a decrease of $272,892 (-0.5%) compared to July 2024.

Casino gaming revenues also support the communities and jurisdictions where the casinos are located, Maryland’s horse racing industry, and small, minority- and women-owned businesses.

Maryland’s six privately owned casinos offer both slot machines and table games: MGM National Harbor in Prince George’s County; Live! Casino & Hotel in Anne Arundel County; Horseshoe Casino Baltimore in Baltimore City; Ocean Downs Casino in Worcester County; Hollywood Casino Perryville in Cecil County; and Rocky Gap Casino Resort in Allegany County.

The gaming revenue totals for July 2025 were as follows:

MGM National Harbor (2261 slot machines, 208 table games)

$68,587,339 in July 2025, a decrease of $3,396,384 (-4.7%) from July 2024

Live! Casino & Hotel (3832 slot machines, 179 table games)

$59,702,771 in July 2025, a decrease of $2,860,124 (-4.6%) from July 2024

Horseshoe Casino (1365 slot machines, 115 table games)

$14,415,536 in July 2025, an increase of $1,098,302 (8.2%) from July 2024

Ocean Downs Casino (900 slot machines, 18 table games)

$10,236,754 in July 2025, an increase of $615,672 (6.4%) from July 2024

Hollywood Casino (731 slot machines, 23 table games)

$7,622,642 in July 2025, an increase of $325,372 (4.5%) from July 2024

Rocky Gap Casino (630 slot machines, 12 table games)