As regulations become stricter and technology evolves, operators face growing challenges in retaining players. iGB has convened a panel of senior leaders in marketing, UX, product, and compliance to explore the current dynamics of player retention responsibility.
Hosted by James Swann-Phillips of iGB, the webinar features an expert panel:
– Gerhard Sagat, Co-founder of Edge Marketing Institute
– Fraser Dunk, CEO of Jurnii
– James Watson, Director of Product at kwiff
– Neal Luke, Gambling Compliance Consultant at Luke ARC
The discussion will revolve around the complexities of retention KPIs, which primarily fall within the marketing domain, yet the actual iGaming experiences are crafted by product and UX teams and influenced by compliance. The question at hand is: Who truly owns retention?
Gerhard Sagat, with a background at Supergroup, will present the marketer's perspective, examining how marketing teams influence retention figures.
Fraser Dunk will share insights from the UX side, addressing onboarding and journey design and how UX intersects with compliance.
James Watson will contribute from his role at kwiff, focusing on how product professionals differentiate between engagement and retention.
Lastly, Neal Luke, who has experience with the UK Gambling Commission, will discuss the regulatory landscape and its implications for operators.
By the end of this session, participants will gain a clearer understanding of who is responsible for retention looking ahead to 2026.
