Operators in the gaming industry face significant challenges in player retention as regulatory pressures mount and technology evolves. To address these issues, iGB has organized a live webinar featuring key leaders from various sectors including marketing, user experience (UX), product development, and compliance.
The webinar, moderated by James Swann-Phillips, will include an expert panel comprising Gerhard Sagat, Co-founder of Edge Marketing Institute; Fraser Dunk, CEO of Jurnii; James Watson, Director of Product at kwiff; and Neal Luke, who is a gambling compliance consultant with Luke ARC.
The discussion will focus on the complexities surrounding retention KPIs, which typically fall under marketing's purview, while the actual iGaming experiences are shaped by product and UX teams and regulated by compliance standards. This raises the critical question of ownership in retention strategies. Sagat, with a background at Supergroup, will share insights from the marketing perspective, emphasizing the role of marketing departments in influencing retention rates.
Dunk will contribute from a UX standpoint, delving into the relationship between UX design, onboarding processes, and compliance. Watson will offer a product-oriented analysis, exploring the distinctions between user engagement and retention from a product management viewpoint. Meanwhile, Luke, who previously worked with the UK Gambling Commission, will provide insights on the regulatory landscape and its impact on operators. By the conclusion of this discussion, participants can expect a clearer understanding of who truly will be responsible for retention in 2026.
