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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As automation and AI continue to reshape how data is used across gaming, operators are reassessing the limits of traditional analytics. In an interview with G3 Media, CEO Fraser Dunk explores why the industry must move beyond passive reporting towards proactive UX research and intelligent automation - and how these capabilities are emerging as true competitive differentiators. From turning insight into execution, to embedding real-time optimisation within the player journey, Fraser outlines what the next evolution of iGaming performance looks like.
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With the recent legalisation of online gambling in Brazil, the country is set to be a big player in the iGaming industry. Naturally, we got curious. Jurnii wanted to look at the leading iGaming brands that operate in Brazil to test how they are performing when it comes to UX - who is leading the way and who is falling short?
The gap between identifying a market shift and reacting to it determines whether you lead or follow. In a commoditised market, operators compete on thin margins. The speed of your decision cycle is a commercial differentiator. Many operators mistake speed for rushing. They make reckless product changes or launch reactionary campaigns with poor data. True speed is different. It is about decision velocity. It is about having the structured intelligence to make decisions at 85% confidence, rather than waiting for certainty that never arrives. If you wait for 100% certainty, the opportunity has already passed.
Transform weeks of manual audits into minutes of actionable intelligence with Jurnii AI, empowering your CX, UX, and Product teams to move faster.
Flexible, on-demand expertise in design, analytics, and research. High-level support scaled to your projects, delivered as needed, without the cost of a full-time hire.
