On-demand webinar: Who is actually responsible for retention?
As regulation tightens and technology advances, operators are navigating an increasingly difficult battle for player retention. iGB has brought together senior leaders from marketing, UX, product and compliance functions to debate just who is responsible for retention today.
The video is available on-demand now, watch by clicking below.
Join iGB host James Swann-Phillips and an expert panel consisting of:
- Gerhard Sagat (Co-founder, Edge Marketing Institute)
- Fraser Dunk (CEO, Jurnii)
- James Watson (Director of product, kwiff)
- Neal Luke (Gambling compliance consultant, Luke ARC)
The panel discussed the tension of retention KPIs sitting within marketing’s scope but actual iGaming experiences being built by product and UX and bound by compliance. Who actually owns the outcome?
Gerhard Sagat, formerly of Supergroup, provided the view of marketing, discussed how marketers own retention figures and considered the influence a marketing department can really have.
Fraser Dunk, CEO of Jurnii, brought expertise from a UX point of view, looked at onboarding and journey design, and UX’s relationship with compliance.
James Watson, director of product at UK-based sportsbook operator kwiff, approached the conversation from a product angle, considering how product professionals distinguish between engagement and retention.
And Neal Luke, formerly of the UK gambling commission, provided a compliance perspective, and discussed the regulatory direction of travel and how that is impacting operators.
By the end of the conversation, we certainly had a better idea of who really owns retention in 2026.
Watch the on-demand version of the webinar, by clicking on the video above.
Article Partner
iGB
