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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In a recent conversation with SiGMA World, our Chief Commercial Officer, Mitch Vidler, discusses the industry trends reshaping operator strategies. Competition is intensifying as stricter advertising rules continue to roll out, meaning operators are becoming less reliant on acquisition-led growth and placing greater emphasis on retention, customer experience and share of wallet. Mitch explores this shift, alongside the evolving role of pricing and promotions, and how real-time intelligence is increasingly shaping commercial decision-making.
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