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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.
Grygorenko emphasised that prioritisation was the key to adapting these portfolio sizes.
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But more capacity does not mean Cubeia has eliminated bottlenecks. With AI agents producing several streams of work in parallel, the company is still trying to find the right balance of how much work an individual can manage and review.
“The bottleneck becomes the person reviewing everything. That does not mean we never review the code itself. For sensitive or critical parts of the system, we still look more closely at the implementation, particularly from an architecture, performance, security and reliability perspective. But we no longer apply that level of manual code review to everything.” Grenstad says.
The shift to AI is also changing how Grenstad thinks about recruitment. A team working on the player journey, for example, needs people who understand casinos, iGaming and what a strong player experience should look like.
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