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Entering iGaming from the outside was nerve-racking, but it has actually turned out to be my biggest advantage. I have no preconceived ideas about how things should be done, and I’m not playing anybody else’s rulebook.

I believe that the industry needs more outside voices. People who come in and look at problems from a different perspective, and who are not constantly worrying about past mistakes.

Technology, especially AI, is impacting all industries, and the more we can learn from one another, the better.

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The 888Africa acquisition announcement raises questions about why GiG have opted to return to the B2C sphere. Richards warns against over-analysing the deal as a wholesale return to B2C, insisting that GiG remains a B2B platform and tech business at its core.

Asked why GiG had returned to B2C, Richards explains the decision was threefold.

“First, our own priorities have shifted,” he says. “We have been explicit that we are moving away from a growth-at-all-costs mindset, towards a more disciplined focus on profitability and cash generation, and 888Africa is immediately accretive on both counts.

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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. 

The report highlighted the intense workload by estimating that a manager looking after 250 players would have roughly 100 seconds to commit to each player each day if their time was split equally. Data quality and fragmentation were also issues.