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The report’s authors noted that VIP managers “are not asking to be replaced” but desire tools that assist by triaging and pointing out priority players, while humans maintain relationship control and make final decisions.

Respondents identified several priorities for improving VIP operations. These included an integrated system combining player data, communication history and task management. 

Respondents also requested structured and consistent guidelines with key performance indicators aligned to relationship outcomes. Real-time, detailed data alongside predictive behavioural signals also came up as a frequent answer.

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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.

“Second, the opportunity itself was time-limited. 888Africa became available because of Evoke’s own strategic evolution, and assets of this quality with this kind of market position do not come up often.

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“Player protection is something I live and breathe and I look forward to implementing that passion at scale across Allwyn,” Rodano added.

He said that by operating in a number of markets, Allwyn had a unique opportunity to learn from each other.

The appointment also follows a period of leadership changes at Allwyn, including Phil Walker’s move to lead the UK business, Katie Harbron’s hiring as director of games in the UK and Khalid Reede Jones’ appointment as North America CEO.