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On Tuesday, the CCT held a public hearing to discuss the project. Government and betting sector representatives participated in the debate and presented divergent positions on the proposed measures.

The approved text includes a series of restrictions on advertising for online betting and gambling:

Advertising prohibited: Direct or indirect marketing communication regarding betting on radio and television, newspapers, magazines, outdoor media, streaming services, podcasts, social networks, video platforms, apps, websites, blogs, forums, search engines and other internet environments is prohibited.

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Entain said it had requested meetings with government officials to present its concerns directly and facilitate engagement between ministers and frontline shop staff before final budget decisions are made.

Alongside its warning on MGD, Entain revealed it had embarked upon a consultation process that may lead to the reduction of around 400 customer care roles from its 2,000-strong UK team. 

According to David, the step forms part of Entain’s broader initiative to streamline operations, increase efficiency and improve customer experience, with the company aiming to create centres of excellence across locations.

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“We need to establish a baseline, implement the change, measure it and see whether it goes up by 10%. If it only goes up by 1%, maybe we need another iteration because we haven’t fulfilled the objective.”

The next development is increasingly being driven by Cubeia’s customers. Now the company is asking what customers will want to do with AI, Grenstad explains.

“We [recently] started asking, ‘What does this mean for the customer? What can the customer actually do with this?’ And I think we would have continued looking for that answer if the customer hadn’t come to us and said: ‘Can we let our AI agent deal with your data streams and use your platform?'”