Why Bad UX Is Killing Your Retention: How iGaming Brands Can Fix Customer Experience Before It’s Too Late

Is your UX costing you customers before they even convert?In this episode of 15M Mastery, Fraser Dunk, CEO of Jurnii and former CX lead at DAZN and Betsson, breaks down why most iGaming brands are losing users due to poor design, unclear journeys, and reactive problem-solving.In this episode, you will hear:The true ROI of great UX and CXWhy small UX glitches compound into churnHow AI is transforming user testing and customer insightHow to build a customer experience strategy that actually drives revenueIf you want to reduce acquisition waste, improve retention, and build a UX strategy your leadership team will actually buy into, this episode is for you.Key Moments:00:00 - Meet Fraser Dunk, CEO of Jurnii00:40 - Common UX Pitfalls in Digital Products02:24 - Differentiating UX in Competitive Markets05:00 - Key UX Principles in Gaming07:26 - Proactive Research vs Reactive Analytics10:00 - AI's Impact on UX Design and Workflow13:33 - Measuring UX Impact and KPIs15:00- CX as a Commercial FunctionJoin the 15M Mastery newsletter: https://newsletter.15m.com/subscribeFollow us on LinkedIn: https://www.linkedin.com/company/15-minute-masteryOr follow Dmitry directly: https://www.linkedin.com/in/dmitrybelianin/Watch this show on YouTube: https://www.youtube.com/@15-MinuteMasteryWelcome to “15M Mastery,” the ultimate show for iGaming professionals, hosted by industry veteran Dmitry Belianin. With over 17 years of experience, Dmitry brings unparalleled insights and wisdom from top industry experts in just 15 minutes. Each episode delivers actionable strategies from all iGaming verticals to improve your personal and business performance. As the founder of Belianin, Dmitry also shares his expertise in nurturing high-potential iGaming startups. Subscribe to “15M Mastery” for concise, high-value content and stay ahead in the competitive world of iGaming.