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New research finds AI in IT service management delivering measurable results as adoption accelerates across industries

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TeamDynamix State of AI in ITSM Report: Early Adopters Achieve Faster Resolution, Greater Ticket Deflection, and Higher Satisfaction — 87% Expect Widespread AI Usage in Production Within 24 Months

TeamDynamix, a leading provider of AI-powered service management (ITSM, ESM, and ITAM) and automation solutions, today released new research examining the current state of AI adoption in IT service management, including use cases, outcomes, and return on investment.

One of the most important shifts we’re noting is that AI is now being used in IT Service Management to address data readiness itself, laying the foundation for even greater impact over time.Share

The report, The State of AI in ITSM: From Exploration to Enterprise Impact, provides a comprehensive look at where the market stands today—and where it’s heading. The findings show a clear shift from experimentation to real-world impact, with early adopters already achieving measurable results in AI for IT service management.

Eighty-seven percent of organizations are either already using AI in ITSM or expect to be within 24 months, signaling rapid market acceleration. Among those adopting AI, results are both consistent and significant: 82% report ticket deflection, 71% report reduced resolution times, and 76% report improved customer satisfaction. Of note, 97% state that AI capabilities will influence their next ITSM platform decision.

Clear ROI Across Core ITSM Use Cases

TeamDynamix customers using AI in ITSM have stated results that align with the broader market trends, including 30–60% ticket deflection, 25% faster ticket triage, and 40–90% faster resolution times.

AI is being applied across the service desk in high-impact ways:

  • 88% use AI for knowledge management, gap identification, and content creation
  • 82% have deployed virtual agents to deflect tickets
  • 71% use AI to accelerate resolution through improved triage

“We’re seeing customers achieve outcomes like 25% faster triage and up to 60% ticket deflection,” said Andrew Graf, Chief Product Officer at TeamDynamix. “One of the most important shifts we’re noting is that AI is now being used to address data readiness itself, laying the foundation for even greater impact over time.”

The study also introduces a practical AI readiness framework, a deployment sequencing guide, and a structured approach for building a compelling executive business case for AI investment.

Native AI on a Unified Platform Drives Greater Impact

In addition to data readiness, integration complexity emerged as a top barrier to AI adoption. Organizations report that AI tools operating outside core ITSM workflows introduce friction, create data silos, and limit ROI. By contrast, AI embedded directly within the service management platform and connected to ticket history, knowledge bases, and asset data enables more seamless remediation and better outcomes.

“Our strategy is to deliver native AI tightly integrated with automation and orchestration,” added Graf. “We drive results by improving data quality and enabling AI to work in concert with the systems that drive service delivery. We have also reduced barriers to entry by creating pre-built AI-driven automation templates to help accelerate adoption of AI for ITSM.”

KuCoin EU Builds ‘Bank-Grade’ AML Machine Head of MiCA Deadline

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With the Markets in Crypto-Assets Regulation (MiCA) transitional period set to expire on July 1, the stakes for European crypto-asset service providers have never been higher. To navigate this shifting landscape, Vienna-headquartered KuCoin EU is aggressively staffing up its compliance department with financial veterans and former regulators who helped write the rules.

Under the stringent new MiCAR framework, the consequences of regulatory failure are severe; getting compliance wrong can result in staggering fines of up to five per cent of global revenue, the suspension of operating licences, or even criminal liability for management teams.

Bringing in the heavy hitters

To ensure robust operational readiness, the MiCAR-licensed platform has officially appointed C. Kleinhans as its new Anti-Money Laundering Officer (AMLO).

In her new role, Kleinhans will take charge of the platform’s AML, Counter-Terrorism Financing (CFT), and sanctions frameworks. She is responsible for designing and implementing risk-based frameworks while overseeing enterprise-wide risk management, governance, and regulatory engagement.

Kleinhans brings extensive traditional banking experience to the digital asset space. She previously served as the Head of Compliance, AML/CTF, and Sanctions Officer at ICBC Austria Bank GmbH, where she built the bank’s compliance framework entirely from scratch. Her background also spans regional compliance responsibility at Banco do Brasil AG and key AML roles at Raiffeisenlandesbank Niederösterreich Wien AG.

A bench of former regulators

In parallel with Kleinhans’ appointment, KuCoin EU has brought on two highly experienced Deputy Anti-Money Laundering Officers (DAMLOs)—Mr. Klinger and Mr. Träxler—from Compliance Networks.

Both deputies boast exceptional regulatory pedigrees, having spent years working directly as regulators for the Austrian Financial Markets Authority (FMA). They have also served as Chief Compliance Officers for major international financial institutions, including the European Bank for Reconstruction and Development (EBRD). Furthermore, Mr. Klinger previously served as Head of Legal for the Austrian National Bank, where he was directly in charge of financial sanctions supervision for the country’s entire banking industry.

According to the exchange, this expanded team directly reinforces KuCoin EU’s commitment to maintaining a scalable, highly robust compliance framework.

The operating foundation
Sabina Liu, managing director of KuCoin EU

Sabina Liu, managing director of KuCoin EU, emphasized that these appointments are part of a broader, long-term strategy to develop the platform into a trusted, regulated financial institution in Europe.

“At KuCoin EU, compliance is the operating foundation of everything we do,” Liu stated. “Strengthening our AML leadership and capabilities is a critical step in delivering on our commitment to fully compliant operations in Europe. As we continue to build our presence under the MiCAR framework, our focus remains on combining strong regulatory standards with a powerful, locally relevant experience for our European users.”

Authorized as a Crypto-Asset Service Provider (CASP) by the Austrian FMA, KuCoin EU currently operates across the European Economic Area, providing regulated services that include the custody and administration of crypto-assets, alongside crypto-fiat and crypto-crypto exchange services.

Coinbase Cuts 14% Of Workforce, Signals AI-Driven Future

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Coinbase announced a 14% reduction in its workforce on Tuesday, a decision CEO Brian Armstrong described as preparation for what he called a “new way of working” built on artificial intelligence—not a defensive reaction to market conditions.

In a company-wide email, Armstrong cited two forces behind the move: the persistence of crypto market cycles and a transformation in how AI has changed the pace of internal work. 

Engineers at Coinbase use AI to ship in days what full teams required weeks to complete, Armstrong wrote, and the pace of that shift is an acceleration, not a plateau.

Coinbase had 4,951 employees as of December 31, 2025, placing the number of affected workers at an estimated 693 people. Departing U.S. employees will receive a minimum of 16 weeks of base pay, plus two weeks per year of service, their next equity vest, and six months of COBRA health coverage. 

Employees on work visas receive extra transition support. System access was cut on the day of the announcement — a practice Armstrong acknowledged as harsh but defended as a matter of customer data protection.

The cuts follow a pattern that traces to 2022. In June of that year, Coinbase eliminated 18% of its workforce — 1,100 roles — as crypto prices fell and recession fears mounted. In January 2023, a second major reduction of 20%, covering 950 employees, followed the collapse of FTX and a prolonged market contraction. Those two rounds cut headcount by more than 2,100 people. Each time, Armstrong positioned the pain as the foundation for a stronger company on the other side.

Coinbase: AI is changing our company

This round carries a structural argument the prior two did not. The 2022 and 2023 reductions were market responses. The 2026 restructuring is, in Armstrong’s framing, an AI-driven redesign of how the company operates. 

He has fired engineers who refused to adopt tools such as GitHub Copilot and Cursor after securing enterprise licenses for both, and has set a target of 50% AI-written code at Coinbase. 

The logic of the current cuts extends that mandate: if AI increases the output of a small team, a large team becomes a drag on performance.

The org chart changes Armstrong outlined are broad. The company will flatten to no more than five layers below the CEO and COO. Every leader must carry an active individual contributor role — a “player-coach” model. Cross-functional “AI-native pods” will replace traditional team structures, with experiments in one-person teams that fold engineering, design, and product responsibilities into a single role.

COIN shares trade near $210 in pre-market trading, a fraction of the highs the stock reached in late 2024.

State Street says institutions want improved blockchain security in wake of recent DeFi attacks

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Big traditional finance firms need guardrails in a world of blockchain-based assets, particularly given how decentralized finance (DeFi) remains so susceptible to hacks and losses, the head of digital assets at custodial banking giant State Street said on Tuesday at Consensus Miami.

Still fresh in people’s minds, last month turned out to be a hacker’s bonanza in DeFi, with on-chain lending protocol Drift suffering a $295 million exploit early April, followed by a similarly sized attack on KelpDAO later in the month.

Speaking about the future of tokenized real-world assets (RWAs), Angus Fletcher, State Street’s head of digital assets, said the young crypto industry needs to find solutions now. “What are the things we actually need to solve now for a future where we’ve got trillions of dollars worth of activity on-chain? We need to start to unpick those issues now,” Fletcher said.

For institutions, interoperability between blockchains needs to be clearly defined and understood, Fletcher said, for crypto to safely scale.

“There has to be an understanding of what is the legal title and legal right when you have a token on one chain versus on another, on a cross chain basis. Our customers need to know and understand that. As institutions, it’s critical we get there,” he said.

The head of institutional at the blockchain lending protocol Morpho, Dennis Bree, said April was probably the month that has seen the most hacks in DeFi so far. “I think there’s just a general sense of understanding the security vectors, the underlying assets that are used as collateral. And we’re starting now, certainly to see curators do a lot more diligence as we think about the risk of some of those assets,” Bree said.

The everyday barriers to institutional involvement included a plethora of regulatory gray areas, Bree said. He said Morpho has curators coming to them with $10 to $15 billion in assets under management, seeking to understand how a digital vault manages that capital.

“For example, when you’ve got your capital, and you bring it into a blockchain, you have a receipt token, and instead of receipt tokens just increasing by number, they increase by value. So how does the CFO of a treasury firm think about the accounting treatment of that?”

Kraken eyes IPO as it partners with MoneyGram to bridge crypto-to-cash gap

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Miami Beach, FL — Arjun Sethi, co-CEO of Payward and Kraken, said the crypto exchange is “about 80% ready” to go public, underscoring the firm’s IPO ambitions as the company rolls out a new partnership with MoneyGram aimed at solving crypto’s “last mile” problem.

Speaking alongside Anthony Soohoo, chairman and CEO of MoneyGram, at Consensus Miami, Sethi framed the deal as a way to bridge the gap between digital assets and physical cash, a critical gap in global adoption. MoneyGram brings scale: roughly 500,000 retail locations worldwide.

CoinDesk reported in March that Kraken had paused its IPO plans after confidentially filing with the Securities and Exchange Commission (SEC) in November, with sources saying it may revisit a listing when market conditions improve.

“This is the first step of working together to solve the last mile,” Soohoo said, noting that “in many situations, customers still want access to cash.”

That’s especially true in regions where financial infrastructure lags. “People need cash at an onboarding location,” Sethi said, pointing to markets in Latin America and beyond. “Partnering with MoneyGram helps solve that.”

Moderator Ben Weiss noted that users increasingly treat exchanges like banks. Sethi said that the shift reflects a deeper transformation. “A lot of what banks used to do is now being done by crypto firms.”

Both executives pointed to stablecoins as a key unlock. Soohoo said they can “remove waste” and lower costs across the system, while Sethi was more blunt: “Intermediaries are the losers here, but they should be.”

On Kraken’s IPO, Sethi said the company has filed but is waiting for the right moment. “We’re ready,” he said, citing a broader industry reset driven by automation and tighter cost discipline.

MoneyGram, taken private in 2023, is in no rush. “We’re focused on rebuilding the company,” Soohoo said, emphasizing long-term value over quarterly pressure.

The shared goal: cheaper, faster financial access, especially for those left outside the traditional system.

Read more: Kraken’s parent company Payward to acquire derivatives exchange Bitnomial for $550 million in cash and stock

Crypto Fear and Greed Turns Neutral As Bitcoin Holds $80K

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The Crypto Fear and Greed Index hit 50 on Tuesday, measuring “neutral” for the first time since Jan. 17. This shift ended a 108-day stretch dominated by negative sentiment. The index gauges market sentiment using volatility, momentum, trading volume, and social signals. A score below 25 signals “extreme fear” or risk aversion, while 26–49 reflects cautious positioning or “fear,” with higher readings indicating improving investor confidence. 

Crypto Fear and Greed Index. Source: Alternative.me

The index’s move to 50 marks its first neutral score since mid-January and follows a steady recovery in the total crypto market capitalization, which rose 5.45% in May. Since March, the market has expanded by 16.51%, climbing to $2.66 trillion from $2.28 trillion.

TOTAL market cap on the one-month chart. Source: Cointelegraph/TradingView

The positive shift in sentiment aligns with Bitcoin’s attempt to stabilize above the $81,000 level. Crypto analyst Darkfost noted that BTC sentiment is turning more constructive as the price tests higher levels. The analyst added that a separate sentiment index, ranging from -100 to +100, has also edged into the greed zone. This indicates that investor confidence is improving, with a growing preference to hold BTC rather than exiting positions.

Bitcoin unified sentiment index. Source: CryptoQuant

January showed a similar shift in sentiment before the momentum faded. Darkfost pointed to the current phase as a potential pivot, with investor behavior shaping the next move.

Related: Bitcoin ‘supercycle’ or a bear market rally? BTC breaking $81K has traders at odds

Stablecoin outflows may stall momentum 

Binance stablecoin netflows have recorded a cumulative outflow of $11.8 billion since April 25. This metric tracks the movement of stablecoins into and out of the exchange and is often used as a proxy for available buying power.

Positive net flows signal capital entering the exchanges, often associated with accumulation. A negative net flow indicates capital leaving, which can reduce liquidity for spot crypto purchases.

Binance stablecoin netflows. Source: CryptoQuant

Recent data shows a sustained drainage phase, with daily outflows exceeding $1.5 billion across multiple sessions. Earlier in April, Binance saw consistent inflows as Bitcoin climbed from $74,000 toward $78,000. That inflow cycle has now reversed.

Market analyst Crazzyblockk noted that the earlier buildup of stablecoin reserves helped fuel the upward movement. The current outflow trend suggests this pool of deployable capital has thinned in the short term, potentially tempering the bullish momentum for BTC and other crypto assets. 

Related: Crypto products post 5th straight week of inflows despite mid-week selloff

This article is produced in accordance with Cointelegraph’s Editorial Policy and is intended for informational purposes only. It does not constitute investment advice or recommendations. All investments and trades carry risk; readers are encouraged to conduct independent research.

Coinbase Taps Centrifuge as Preferred Tokenization Partner

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The exchange’s strategic investment cements Centrifuge as the go-to issuance layer for compliant onchain assets, starting with a tokenized S&P 500 product for non-U.S. users.

Coinbase has designated Centrifuge as a Preferred Tokenization Infrastructure platform and made a strategic investment in the firm, the companies announced on Tuesday, deepening a partnership focused on bringing compliant institutional assets onchain through Coinbase’s Base network.

The deal positions Centrifuge as a core tokenization layer for the Coinbase ecosystem, leveraging the protocol’s existing work with clients including Apollo, Janus Henderson, and S&P Dow Jones Indices. Financial terms of the investment were not disclosed.

Centrifuge’s CFG token surged 15% on the news to a $170 million valuation. The token is up 62% over the past 30 days.

CFG Chart

“High-quality assets are beginning to move onchain, but access and utility remain constrained,” said Shan Aggarwal, Chief Business Officer at Coinbase, in a press release viewed by The Defiant. “Centrifuge has a strong track record in institutional tokenization, and this collaboration supports Coinbase’s roadmap to expand access to differentiated assets on Base for eligible non-U.S. users.”

$25 Billion Market

The tokenized real-world asset (RWA) market has crossed $25 billion in value, but the bulk of that supply remains gated behind permissioned wallets and siloed on individual chains, leaving most of it unable to interact with mainstream DeFi venues.

That gap has become the central design challenge for the next phase of onchain finance, where issuers like Ondo Finance, Franklin Templeton, and now Centrifuge are competing to build distribution rails that connect regulated assets with permissionless liquidity.

“What matters now isn’t getting assets onchain, it’s getting the right assets onchain in the right way,” said Bhaji Illuminati, CEO of Centrifuge. “Aligning neutral infrastructure with wide access is designed to improve how tokenized markets are built and scaled.”

deRWAs

The collaboration builds on Centrifuge’s recent rollout of deRWAs on Base, a framework for issuing tokenized assets usable in DeFi by eligible non-U.S. participants. The first product under that framework is deSPXA, which offers tokenized exposure to the Anemoy S&P 500 fund (SPXA), built with S&P Dow Jones Indices and managed by Janus Henderson.

deSPXA gives qualifying users 24/7 tradeable exposure to an equity index fund, a structural departure from how traditional index products typically operate.

Centrifuge’s stack handles tokenization, asset management, and onchain composability, allowing asset managers, credit originators, fintechs, and DeFi protocols to launch vaults without building infrastructure from scratch.

Coinbase clarified that it provides neutral blockchain infrastructure only and is not acting as an issuer, broker, exchange, or transfer agent for deSPXA or related tokens.

This article was written with the assistance of AI workflows. All our stories are curated, edited and fact-checked by a human.

AI goes mainstream on the factory floor

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The third annual MaintainX State of Industrial Maintenance report reveals AI is delivering measurable value fast, fueling a shift toward increasingly proactive, intelligence-driven maintenance

MaintainX, the leading AI-powered maintenance and asset management platform, today released its annual State of Industrial Maintenance report. Based on responses from 2,234 maintenance and operations leaders across the U.S. and Canada, the report finds that AI has crossed the adoption threshold in industrial maintenance. A majority of teams (58%) are already using AI in their operations, and 75% report measurable ROI in under six months.

Teams are using AI for everything from maintenance data analytics and knowledge capture to real-time repair assistance and root cause analysis.Share

On the shop floor, the impact is tangible. Teams are using AI for everything from maintenance data analytics and knowledge capture to real-time repair assistance and root cause analysis. Among organizations already using AI, 59% are now using or testing AI agents, autonomous systems that can monitor operations, prioritize work, and take action across systems and workflows.

But one of the report’s most striking findings is that technology adoption alone has not translated into better reliability outcomes. Over the past year, organizations have embraced a wider range of advanced tools and proactive strategies—yet 79% of teams saw unplanned downtime stay the same or increase, and a growing share of leaders (39%, up from 31% in 2025) say those downtime events are getting more expensive.

“The industry is embracing AI faster than any technology before it, and the results are showing up quickly,” said Nick Haase, Co-Founder, MaintainX. “But this year’s data makes clear that reliability gains come from execution maturity, not system adoption alone. The organizations getting real results are the ones combining modern tools with strong fundamentals, including better training, disciplined scheduling, and a culture that prioritizes proactive work over constant troubleshooting.”

The data bears that out. While most leaders say they have preventive maintenance programs in place, half of all teams still spend less than 40% of their time on planned work. The report finds that the gap between strategy and execution is driven largely by workforce constraints: labor shortages and poor knowledge transfer rank among the top causes of unplanned downtime, and skills gaps remain one of the biggest barriers to improving maintenance programs.

“We’re at an inflection point. Reindustrialization is putting the physical world back at the center of the global economy; across North America and Europe, factories are coming back online, new facilities are being built, and the pressure to keep those assets running has never been higher,” said Chris Turlica, CEO and Co-Founder, MaintainX. “That makes what maintenance teams do every day more critical than ever. The good news is that AI is finally giving those teams tools that match the scale of the challenge.”

With 45% of leaders expecting to grow headcount this year, hiring is part of the answer, but the report suggests it’s not enough. As experienced technicians retire and institutional knowledge walks out the door, organizations are increasingly turning to AI-powered knowledge capture and modern CMMS and EAM platforms to preserve expertise and help newer technicians perform at a higher level.

“One of the things that keeps me up at night is the tribal knowledge in our network leaving. The average age of our technicians is 45, so this is something we’re acting on now,” said Mike Truitt, Director of DC Network Facilities, Michaels Stores.

AI agents are breaking web economics, but Cloudflare says x402 can help

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For decades, the web ran on a simple bargain: Publishers and businesses made information freely accessible, search engines and other crawlers indexed it, and those services sent human traffic back. Sites could then monetize that traffic through ads, subscriptions or commerce.

But that’s all changing fast, Cloudflare Chief Strategy Officer Stephanie Cohen said Tuesday at CoinDesk’s Consensus conference in Miami.

With the rise of AI agents, software can scrape a webpage, summarize content and keep the source user inside a chatbot or automated workflow instead of sending a person back to the original site. Cohen said that shift is breaking the internet’s old business model, with non-human traffic now exceeding human engagement.

Cloudflare’s proposed answer is to give websites more control over automated traffic: identify the bots, verify who they are, understand what they intend to do and decide whether to allow, block or charge them. Cohen pointed to x402, an open payments protocol built around the HTTP 402 “Payment Required” status code, as one piece of that stack.

“We have a billion 402 responses every single day on the Cloudflare network,” Cohen said. The status code has become part of the technical foundation for x402, an open agent-payments framework Cloudflare is developing with Coinbase.

“Think about it as a billion voices saying, I want to keep producing whatever I’m producing, but I need to be paid for it in order to keep doing that,” Cohen said.

CoinDesk reported in March that on-chain activity tied to the protocol remained small and experimental, with x402 processing roughly $28,000 in daily volume at the time. Cohen’s comments suggest Cloudflare sees a much larger pool of latent demand at the network layer.

She framed the shift as a structural change in how the internet works. “More than half of the traffic on the overall Internet today is non-human,” she said, “and that non-human traffic is growing much faster than the human traffic.” A decade ago, she said, crawlers visited a site twice and sent back one human visitor. Today, the ratio is “tens of thousands to one for AI companies that are scraping your site,” undermining the ad-and-subscription model that has long funded online content.

She positioned Cloudflare as network-layer infrastructure for that rebuild, not as a payment rail itself. The company processes more than 100 million requests per second at peak, Cohen said, citing Swift’s roughly 68 million messages per day as a comparison.

Cohen also pointed to Cloudflare’s Web Bot Auth cryptographic-verification stack and recent work involving Visa and Experian as part of the next layer of agentic commerce. The goal, she said, is to help merchants accept purchases initiated by AI agents while verifying that a real human is behind each transaction.

“We believe that, if we do this right, there will be a golden age of content,” Cohen said, “where high-quality original content is valued.”

Ripple CEO Says Market Structure Bill Not a ‘Done Deal,’ Despite Stablecoin Compromise

Brad Garlinghouse, CEO of Ripple Labs, warned Tuesday that recent progress on the digital asset market structure bill in the US Senate did not guarantee success for the legislation, speculating that the next two weeks would be crucial.

Speaking at the Consensus crypto conference in Miami, Garlinghouse said that the likelihood of the market structure bill, the CLARITY Act, passing would “drop precipitously” if not addressed in the next two weeks. According to the Ripple CEO, the bill would be “too much of a loaded issue” amid campaigns for the 2026 US midterms, with primaries ongoing until the November elections.

“Do I think it’s perfect? Hell no,“ said Garlinghouse, referring to CLARITY. “I challenge you to show me any piece of legislation that we would call perfect. There’s tradeoffs and compromises, but I do think clarity is better than chaos.”

Source: Cointelegraph

The CEO’s remarks came after US Senators Thom Tillis and Angela Alsobrooks announced a compromise on stablecoin yield last week that could lead to the advancement of the CLARITY Act. Addressing stablecoins, as well as tokenized equities and ethics, has been one of the factors holding up the bill in the Senate since it was passed by the US House of Representatives in July 2025.

Related: Crypto PAC spends $500K in support of Indiana candidate ahead of primary

The CLARITY Act, already advanced by the Senate Agriculture Committee in a January markup, also requires approval by the Senate Banking Committee before a vote in the full chamber. Garlinghouse and Ripple executives have been part of negotiations on the CLARITY Act between White House officials and representatives of the crypto and banking industries.

“The Clarity Act is not a future priority; it is the priority,” said Senator Cynthia Lummis, a member of the banking committee, in a Tuesday X post. “Every corner of the industry is operating under legal uncertainty that Congress has the power to fix. The Senate needs to act.”

US financial agencies already moving forward without Congress

The US Securities and Exchange Commission (SEC) and Commodity Futures Trading Commission (CFTC) signed a memorandum of understanding in March to coordinate their approach to oversight of the digital asset market structure. SEC Chair Paul Atkins said that the agency‘s approach to crypto laws provided a “beginning, not an end,” with the commission awaiting passage of the CLARITY Act.

Magazine: How to fix suspected insider trading on Polymarket and Kalshi

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