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The report sought to understand how VIP portfolios are managed daily, how the tools are utilised and other key operational challenges.
Although three-quarters of respondents rated their VIP data as good or very good, 71% reported data spread across multiple systems. Half admitted sometimes making decisions with incomplete or outdated information.
“Silent churn” was prevalent, with nearly half (46%) stating that VIP players often or very often became inactive without prior warning. Around 48% had no indicators of players’ behavioural signals or health. Co-author Viktoriia Grygorenko, CEO at The Playa, called this finding the “clearest commercial case in the report”.
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Various tier one and two retail operators, such as William Hill and Betfred, have scaled back and closed hundreds of shops between them this year.
Non-remote betting was reported at £2.4 billion (down 3.3%) with non-remote casinos at £933.9 million (up 0.4%) and non-remote bingo at £703.8 million (up 8.2%).
Gaming machines in arcades recorded £800.1 million in GGY (up 10.7%), mainly across adult gaming centres (£761.4 million, +11.3%). Gaming machines overall contributed £2.7 billion to GGY, reflecting a 4.3% uplift.
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Now, the focus is on what the company does with the additional capacity AI has created. Six months ago, Cubeia’s experiment was essentially about replacing human-written code with AI-generated code.
Since then, it has evolved into something broader: a different development pipeline, a different role for developers and quality assurance (QA), a different way of organising teams and, increasingly, a different relationship with customers.
Cubeia’s first phase was an open approach to AI. Developers could use it whenever they wanted. Phase two brought structure, with everyone using the same agents and working through the same AI-driven pipeline. That required Cubeia to solve questions around quality, reliability and how agents could work together, while getting employees comfortable with the new way of working. Grenstad believes that work has largely been completed.
