The gambling and gaming industry has come a long way from racecourses, telephone betting, retail shopping, online and now mobile gaming. Currently the gaming and gambling industry is booming. Technological advancements have reached a peak with online streaming and Virtual Reality (VR) taking over the industry. With that being the case, the industry is thriving off a friendly user interface. So, if there is a glitch, irregular/less smooth interaction with other players, hardware/software/content/technical issues the consumer is bound to leave for a competitor that caters to their needs. Gamers need to feel engaged by the game and the company. Creating a good game is no longer the standard in the gaming industry. A good game must be coupled with excellent customer experience and customer journeys that pave the way for a company’s growth.
What are the challenges in the online gaming industry?
In the online gaming industry news and gambling industry statistics - Newzoo market research states that the gaming market is said to grow to a whopping $189.6 billion this year. The report also stated that mobile and console games contribute 80% of this revenue. SuperData market research found that the gaming industry made over $120 billion dollars last year. Gaming has become as easy and common as streaming a movie. In fact, multiple gamers are now shifting to professional gaming with China, U.S and Japan contributing the most, to this shift. With a market this big there are bound to be challenges.
Here are some of the major challenges faced by the gaming industry.
The future of the gaming industry depends upon how the gaming companies and gambling companies choose to interact and connect with their customers. The online gaming industry worth and online gaming industry growth has proved that customer experience trends can change the way the industry functions. The current challenges in the gambling industry can be eradicated with apt customer experience strategies and customer experience management through surveys, metrics and analysis for a seamless experience that keeps the customer coming back for more. As discussed above, the current issues in the gaming industry range from data security to engaging customers. Companies are investing in customer experience to solve a host of these challenges which can help retain consumers and reduce churn.
Our CX solutions are focused on transforming the total customer experience through surveys, metrics, analytics and auditing by using the CXM framework to combine physical measurements with digital Platformation™ capabilities. We are committed to finding the right customer experience strategy that can lead to a competitive advantage.
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