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Within the survey, none of the respondents selected AI or automation as their primary tool for managing VIP portfolios.
Instead, spreadsheets and business-intelligence dashboards each accounted for 30%, and CRM platforms followed at 24%. Only 15% used AI/automation tools in any capacity, and then only as secondary aids.
Large and demanding portfolios were highlighted as a key challenge, with 64% of managers overseeing 100 or more VIPs, while one in five managed more than 500.
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Coming from the outside, I needed to gather a team to help steer the ship. In the two years since I took on the role, I have been blessed to work with some of the sharpest minds in the industry and I couldn’t be prouder of what we have achieved so far.
I won’t lie, when I first entered iGaming, I had my concerns. Aspects of the industry felt stuck in a state of stasis. People were making money, and as long as that continued to happen and margins were healthy, why innovate? Just keep doing the same things over and over, with marginal improvements when necessary.
As someone with a naturally curious mind, I found this frustrating. However, in a short period of time, I have seen positive changes. Recent regulatory shifts and an increasingly competitive landscape are pushing companies to innovate, and those unwilling to adapt are being left behind.
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Jean-Michel Costes has also left the board after concluding his role at France’s Autorité Nationale des Jeux (ANJ).
Costes was involved with GREF at a time when numerous European regulators, including the ANJ, focused on tightening advertising regulations and boosting player protection frameworks. The forum thanked Costes for his dedicated service.
Replacing Miller as treasurer is Ian Angus, director of policy at the UK Gambling Commission where, since 2020, he has been closely engaged in policy development. This includes the Gambling Act white paper and its recommendations on financial risk assessments.
