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ZENDESK FOR IGAMING & BETTING

The future of play: iGaming & betting industry report 2025

Discover the future of iGaming and betting backed by exclusive insights from SBC Summit 2025, and uncover practical strategies on AI, payments, compliance, and player-first approaches that drive loyalty and growth.

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WHY IT MATTERS

Learn the trends, see the leaders,
apply the strategies

Know what’s coming next

Stay ahead with exclusive insights on the innovations, risks, and opportunities transforming the iGaming and betting landscape.

See how leaders win

Get inspired by how leading operators are adapting – with real-world examples of what’s working, what’s not, and where the industry is heading next.

Turn insight into action

Get practical strategies you can put to work immediately to scale smarter, reduce friction, and build loyalty in a hyper-competitive market.

What's inside

Insights defining the future of play

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  • AI at the core
    See how AI is transforming player journeys, fraud detection, and operational efficiency.
  • Payments without friction
    Discover why instant deposits and one-tap payouts are now essential to player retention.
  • Compliance by design
    Explore how perpetual KYC and regulation-by-design cut friction while keeping players protected.
  • Player experience
    Learn how operators are reimagining player journeys to be seamless across channels, safe by default, and tailored to local markets.
  • Future trends
    Uncover the innovations shaping tomorrow’s iGaming and betting – from crypto rails to agentic AI.

ZENDESK AT SBC LISBON

Shaping the future of
iGaming & betting support

At SBC Lisbon, Zendesk and Bally’s Interactive brought the industry voice into focus: iGaming and betting’s future belongs to those who prioritise the player. Together, we explored how agentic AI is already reshaping support – deflecting repetitive queries, delivering faster first responses, improving resolution quality, and enabling agents to focus on VIP care and complex interactions.

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24%

faster call handling time

28%

drop in monthly users contacting support

Podcast: How Bally’s is redefining iGaming customer support with Agentic AI

Recorded live at SBC Lisbon, this episode features Sarah Al-Hussaini from Zendesk and Matt Litherland from Bally’s Interactive, exploring how Bally’s brings Agentic AI to life – sharing practical, agent-led insights for stronger growth and player loyalty.

Listen now

Next events

Meet Zendesk at SiGMA Central Europe

Join us in Rome, Nov 3–6, at booth 6002 to discover how Zendesk helps iGaming and betting operators scale during surges, stay compliant, and deliver winning player experiences.

Don’t miss our panel discussion, “Future of Banking: Leveraging AI Agents for Security, Compliance, and Customer Experience,” on November 4 at the AIBC Stage, 11:45–12:15 AM.

Your playbook for the future of
iGaming & betting

Download the report