Insight
GLI EUROPE INTERVIEW James Illingworth
James Illingworth, Client Services Manager, GLI Europe
James Illingworth has extensive gaming experience across the continent, having worked in the industry for more than 20 years for companies such as Atronic, Magic Dreams SRL, Spielo International, John Huxley, and having commenced his career in gaming with publishing. James joined GLI Europe in 2013 as Director of European Business Development.
Striking the right balance to meet needs and expectations
“I think we have a more customer facing outlook than any of our competitors and I think that’s to our advantage, as clients recognise that we want to meet them and understand all aspects of their business, wherever they’re located. We’re not saturating them with visits or calls, but rather striking the right balance to meet their needs and expectations.”
Client Services is a relatively new description of James Illingworth’s role at GLI Europe, having joined the company three years ago as Director of Business Development. It’s a subtle change for what is essentially a sales position, but it’s one that reflects the evolving relationship between GLI Europe and its client base.
“In the almost four years I’ve been at GLI, I’ve seen our work with clients become much more closely knit. We’ve aligned ourselves with our clients, who have aligned themselves with us, in a much more detailed manner,” explains James Illingworth of his team’s role within GLI Europe. “We have more discussions in relation to new market entries, what new upcoming products they’re developing and how we can help in shaping and streamlining the process to speed their products to market. We’re also much more connected thanks to the numerous workshops and road map meetings we conduct with our clients. It’s all about communication, both locally and centrally with all our office and all their offices around the globe. Whether they’re a single-base company, a lone game developer or an international PLC, we align ourselves to their needs and tailor our offer to suit their requirements.”
James and his team are the first point of contact for GLI Europe’s clients, offering both advice and multi- faceted services to clients requiring certification for regulated markets. Like any commercial organisation, the Client Services team connects with clients depending on their needs, be that daily, weekly, fortnightly or quarterly. What’s very different about
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GLI’s approach is that the team prioritise face-to-face meetings with clients as opposed to email or phone.
“We’re travelling every week, which can be to visit clients or to the offices in the Netherlands, Spain or Italy - we’re constantly on the road,” states James. “In addition, we attend certain major conferences and exhibitions too, both on the land-based and igaming side. Wherever there’s a key market, GLI will seek to support the client base with local representation, such as in Italy and Spain, for example. However, in a role that’s predominately about face-to-face meetings with clients, my base is wherever my client wants me to be. It’s the same for my client services team; if you have the right people willing to travel, communication technology brings everything else together faster and more efficiently than having everyone centralised in a single office.”
It’s one of the great differentiators working with GLI that its client services team actively meets their clients. And it’s not just James’ team, GLI Europe has managers and directors handling specific client accounts, and engineers and technical managers who speak directly with clients. “I think we have a more customer facing outlook than any of our competitors
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