With regulatory pressures increasing and technologies evolving, the challenge of retaining players has become more complex for operators. To address this issue, iGB is hosting a webinar featuring senior leaders from marketing, user experience, product development, and compliance sectors to explore the question of accountability in player retention.
The webinar will be led by iGB’s James Swann-Phillips and will include a panel of experts:
– **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 examine the challenge of retention metrics, which are often managed within marketing yet rely on the user experience crafted by product and design teams, compliant with regulatory frameworks. Gerhard Sagat, who has held previous roles at Supergroup, will offer insights into the marketing perspective, contemplating the real impact marketers can have on retention statistics.
Fraser Dunk will contribute his expertise in user experience, focusing on onboarding processes and the integrations between user experience design and compliance. James Watson will address the conversation from a product standpoint, analyzing how product teams differentiate between engagement and long-term retention.
Finally, Neal Luke, with his background at the UK Gambling Commission, will share insights on the regulatory environment and its implications for operators in the field. The aim is to clarify ownership of retention responsibilities as the industry moves toward 2026.
