Experience intelligence
Looking ahead, Jurnii CEO Fraser Dunk sees several major shifts shaping customer experience in 2026. As AI tools become more accessible, the playing field is levelling. Marketers, product managers, and support teams increasingly have access to the same data. What matters now is how that data is used.
Users will want to understand why they are seeing something and have the ability to opt out or redirect the experience.
Mapping once a quarter is no longer enough. Teams should be shaping journeys in real-time, based on live behaviour.
All teams are looking at the same reports now. They are aligned around shared journeys, as opposed to siloed metrics.
AI handle the basic routine questions and humans focus on churn reduction, adoption and engagement.
"Customer experience becomes less about the technology itself and more about the choices organisations make," says Fraser Dunk.
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This month, we are also pleased to welcome Haatch as a pre-seed investment. With £100m raised to date and their largest fund exit of 7.4X, Haatch are known for backing early-stage SaaS companies with strong growth potential.
Their backing is a strong vote of confidence to push our vision even further. This round will help us grow the team, accelerate our development and push further on our vision of enabling data-led, user-centric product teams.
More to come soon.
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Over the past few weeks, our CEO Fraser Dunk has been speaking with individuals across the iGaming media. Some of the key topics include; exploring how AI-driven UX intelligence can surface problems before players feel them, the most dominant topics that emerged at Fira Barcelona and why operators are still losing players due to lack of insight. Here’s a round-up of the most recent discussions.
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