Totem

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The report, titled The State of VIP Operations, was compiled by The Playa in collaboration with Gaming Operations Academy and WarriorLab.

Conducted in 2026, it surveyed 70 professionals actively engaged in VIP management, including VIP account managers, heads of VIP and consultants, with 64% employed directly by gambling operators. 

The report sought to understand how VIP portfolios are managed daily, how the tools are utilised and other key operational challenges.

What is Totem?

The event is positioned as knowledge-sharing infrastructure for the industry rather than a SOFTSWISS sales platform. With SOFTSWISS positioned as host rather than presenter, the focus stays on where senior technologists think the industry should be putting its investment and attention over the next six to twelve months.

Dunn pointed out that ICE saw the same demand last year, with the Innovator Challenge alongside Microsoft and keynotes from the likes of AWS and Huawei.

This year, the team is responding with a new initiative, Hall 7. The launch of Hall 7 represents a stronger platform to drive the next phase of iGaming innovation.

What is Totem?

Last month, meanwhile, Betfred announced plans to shutter 132 of its UK betting shops, reducing its workforce by over 600 employees.

Betfred CEO Jo Whittaker said: “We have tried hard to protect all our sites and the colleagues who work in them, but the combined impact of higher employer National Insurance contributions, wage inflation, increases in gambling taxes and wider economic uncertainty has left us with no choice.”

Kyle has been with Clarion since December 2023, joining from the world of sports journalism, subsequently becoming a LatAm-facing senior reporter with iGB.