Esportes Gaming Brasil Named Finalist for 2026 CX Award
Esportes Gaming Brasil, which operates the Esportes da Sorte, Onabet, and Lottu brands, has been named a finalist for the 2026 ClienteSA CX Award, recognizing companies that demonstrate advanced customer experience management. The selection followed an independent audit by V2 Consulting, which assessed the company’s submitted practices. The CX improvement initiatives were led by Maria Neves, the company’s Customer Service Director, who has overseen enhancements across customer service and engagement functions.
The award evaluates companies based on the Customer Experience Maturity Score, a metric that measures the “structure, consistency and governance” of CX initiatives. Winners in gold, silver and bronze categories will be announced during the official ceremony in São Paulo in February 2026.
Maria Neves commented on the nomination, saying, “Being selected as a finalist highlights how we structure processes, track performance indicators and drive continuous improvements. In a digital and regulated sector like online betting, a strong customer experience is closely tied to trust and operational credibility.”
Evaluation Standards and Market Context
The ClienteSA Award is widely respected in Brazil as a benchmark for CX excellence, requiring participants to demonstrate concrete efforts. Evaluation criteria include setting strategic customer experience goals, mapping customer journeys, conducting both customer and employee listening, and employing metrics such as NPS, CSAT, and CES.
Esportes Gaming Brasil’s recognition comes as Brazil’s online gambling market increasingly emphasizes customer experience as a strategic asset rather than a purely operational function.
Neves added, “Customer experience is not an isolated initiative. It relies on alignment among people, processes, technology and culture. Our goal is to continuously improve by leveraging data and insights to enhance every stage of the customer journey.”
About Esportes Gaming Brasil
Licensed exclusively in Brazil by the Ministry of Finance through SPA/MF, Esportes Gaming Brasil is a leading operator in the country’s gaming industry, managing the Esportes da Sorte, Onabet and Lottu brands.
The group is recognized for innovation, adherence to regulatory standards, and strong commitments to Responsible Gaming, including investments in technology and programs that support player wellbeing. Their work also contributes to employment growth in the sector.
Beyond betting, Esportes da Sorte actively sponsors sports, cultural and social initiatives, maintaining master sponsorships with football clubs such as Corinthians, Ceará, Ferroviária and Náutico and supporting major cultural events like Galo da Madrugada, Recife and Olinda Carnival and Parintins Festival. Onabet and Lottu enhance their online presence through innovative campaigns and influencer collaborations.
As the Brazilian sports betting market continues evolving toward stronger regulations and operational excellence, Esportes Gaming Brasil’s place among the 2026 ClienteSA CX Award finalists highlights the growing value of structured, analytics-driven and governance-focused approaches to customer experience.
