Player Driven

Summary:
In this episode, we sit down with Danielle Shneor, Head of Player Support and Strategy at Ilyon, to uncover the secrets behind her remarkable success in the gaming industry. From her early days as a D&D and LARP enthusiast to managing player communities in casual gaming, Danielle shares how her deep understanding of player emotions and needs has transformed customer support into a competitive advantage.

We explore how Danielle tackled a 40,000-ticket backlog upon joining Ilyon, built a player-centric process from scratch, and elevated CSAT scores from 39% to an impressive 87%. Through anecdotes like converting a frequent complainer into a lifelong advocate, she highlights the importance of empathy, data-driven insights, and treating players as people—not just users. Danielle also touches on the evolving role of feedback, loyalty, and community-building in the future of gaming.

Whether you’re in gaming or any customer-focused industry, Danielle’s lessons on creating meaningful connections will leave you inspired.

Key Moments:

• 00:01 – Meet Danielle and her passion for blending gaming with people-centric roles.
• 01:41 – From D&D to Ilyon: Danielle’s path to professional gaming.
• 07:01 – Tackling a 40,000-ticket backlog and reinventing player support at Ilyon.
• 10:26 – Understanding the emotional journey of casual gamers.
• 26:43 – How Danielle turned a frequent complainer into a loyal community member.

Highlights:

• “We don’t call them users; we call them players. Respect matters.”
• CSAT jumped from 39% to 87% in three months under Danielle’s leadership.
• “To truly improve player experience, understand how your players feel while playing.”
• The value of closing the feedback loop: “Let players know their feedback drives change.”

Mentioned Resources:

• Danielle’s LinkedIn – Connect with Danielle for insights on player experience.
• Ilyon’s Games – Discover their community-driven casual games.

Closing Thought:
Danielle’s approach reminds us of the power of empathy and human connection in gaming. This episode is a must-listen for anyone looking to transform player experiences, foster loyalty, and build thriving communities.

Episode Summary

In this episode, we sit down with Stanley Pierre-Louis, President & CEO of the Entertainment Software Association (ESA), to discuss the launch of IICON 2026, a brand-new conference redefining the future of interactive entertainment.

On today’s episode, we’re joined by our co-host, Lewis Ward from IDC! Lewis was a guest on the podcast a few months ago, and now he’s back, this time helping to drive the conversation with insightful questions and fresh perspectives.

IICON is set to take place in April 2026 at the Fontainebleau Resort in Las Vegas and aims to bring together leaders from gaming, film, television, sports, finance, healthcare, and more to explore the transformative impact of interactive entertainment.

Key Takeaways from the Episode

⏳ [01:03] – Why IICON is being created and how it differs from E3
⏳ [02:24] – How gaming technology is reshaping industries beyond entertainment
⏳ [03:43] – Industry giants already on board: Amazon, Disney, Microsoft, Sony & more
⏳ [06:09] – The role of sports, healthcare, and education in gaming’s evolution
⏳ [09:18] – What ESA hopes IICON will accomplish in 5+ years
⏳ [16:52] – Lessons learned from E3’s sunset and how IICON will fill the gap

Why You Should Listen

If you’re an executive in gaming, entertainment, sports, or emerging tech, this episode is a must-listen. Learn how IICON will shape the future of interactive entertainment and why it’s a game-changer for business leaders.

📍 Learn More & Register: IICON.com
📍 Lewis Ward - LinkedIn: https://www.linkedin.com/in/lewis-ward-77b7696/
📍 IDC Website: The premier global market intelligence firm

Greg sits down with Catherine Litvaitis, a seasoned community manager with experience at Mouldbreaker Interactive, Armor Games Studios, and Paradox Interactive. Catherine shares her journey from being a player on Neopets to managing communities for various gaming companies. She delves into the importance of community guidelines, the role of a community manager, and best practices for building and nurturing gaming communities.

Listen Here: Community Management and Guidelines with Catherine Litvaitis

Timestamps & Key Takeaways:

• 01:49.48 - 02:33.94: The Role of a Community Manager Catherine explains the role of a community manager as a liaison between players and developers, emphasizing the importance of translating feedback and fostering player engagement.
• 04:01.80 - 05:18.35: Neopets Influence Catherine discusses how her experience with Neopets shaped her interest in community management and her understanding of player-driven content and engagement.
• 11:05.35 - 12:37.01: Building a Community from Scratch Catherine shares strategies for starting a community from scratch, including understanding your audience and creating spaces for creativity and engagement.
• 24:52.62 - 26:21.20: Tools for Community Management Catherine talks about the tools she uses for community management, including Slack, Discord, ClickUp, and Notion, and how they help streamline communication and task management.

Key Concepts:

• The Role of a Community Manager: Community managers serve as the bridge between players and developers, translating feedback into actionable insights and ensuring that player voices are heard.
• Influence of Early Online Communities: Early experiences on platforms like Neopets and Club Penguin can inspire and shape one's career in community management by highlighting the importance of player-driven content and engagement.
• Starting a Community: Understanding your audience, creating spaces for fan art and discussions, and engaging with players are crucial steps in building a successful community from scratch.
• Community Guidelines: Customized community guidelines are essential for each game and company, focusing on inclusivity and protection against scams and harmful behavior.
• Tools for Effective Management: Utilizing tools like Slack, Discord, ClickUp, and Notion can help community managers streamline their tasks, communicate effectively, and maintain organized documentation.

Summary:
In this episode, Greg sits down with Jon Yarbor, co-founder of Nodecraft, to discuss how private servers, accessibility, and player-focused design are reshaping multiplayer gaming. Jon shares his entrepreneurial journey, explains why privacy is the future of online play, and reveals how Nodecraft makes server hosting simple and accessible. If you're an indie or mid-sized game developer—or just a gamer who loves multiplayer—you’ll want to tune in!

1. The Importance of Privacy in Multiplayer Gaming Jon highlights the demand for private gaming spaces, contrasting them with chaotic public lobbies.
   Notable Quote: “Most players just want to game with their friends in a safe space—they don’t want the noise of public lobbies.”
   
2. Empowering Players Through Accessibility Nodecraft eliminates technical barriers, allowing anyone to create and manage their own servers.
   Notable Quote: “You shouldn’t need to be an IT expert to host a Minecraft server for your kids or community.”
   
3. Jon’s Unconventional Journey to Founding Nodecraft From working at Subway to starting Nodecraft, Jon shares how his passion for gaming drove his entrepreneurial path.
   Notable Quote: “I didn’t want to spend all my mental energy at a software job—I needed to save it for building something I believed in.”
   
4. The Role of Support in Player Satisfaction Jon discusses why investing in front-line support reps is critical for gaming platforms.
   Notable Quote: “Great support reps are the unsung heroes of the gaming world.”
   
5. How Accessibility Fuels Player and Developer Success Jon explores how user-generated content (UGC) and easy-to-use servers can transform engagement for players and revenue for studios.
   Fascinating Stat: Only 2% of active players create servers when traditional hosting tools are used—Nodecraft is changing that.
   

• [00:01] Introduction: Meet Jon Yarbor and learn about Nodecraft.
• [12:20] The shift to private multiplayer spaces and why it matters.
• [33:00] Jon’s Subway-to-Startup journey: A founder’s story.
• [50:00] Accessibility as the key to success for players and developers alike.
• [55:00] Jon’s advice for game developers tackling multiplayer challenges.

• Nodecraft Official Website
• Follow Jon on social: @CaptainYarb on BlueSky and LinkedIn
• Watch the podcast with Scott from Mod.io for more on UGC.

In this episode of Player Driven, Greg sits down with Ben Kvalo, founder of Midwest Games and a seasoned industry professional with experience at 2K, Blizzard, and Netflix. Ben shares his insights into the evolving role of publishers in the gaming industry, the challenges indie developers face, and how Midwest Games supports underserved creators around the world.

Key Discussion Points:

• The Role of Publishers: How publishers provide vital services like marketing, quality assurance, localization, and platform navigation, beyond just funding games.
• Timing and Adaptability: Why market timing and the ability to pivot are essential for a game's success.
• Developer-Publisher Relationships: The trade-offs between retaining creative control and accessing the resources a publisher can provide.
• Insights for Indie Developers: Tips on pitching games to publishers, avoiding common pitfalls, and understanding what makes a game stand out.
• Midwest Games’ Mission: Highlighting the studio's commitment to supporting developers in underserved regions with innovative titles like The Legend of Babu and Toon Water.

Featured Games from Midwest Games:

• The Legend of Babu – A "baby God of War" adventure game featuring a lovable canine companion.
• Toon Water – A pixelated Souls-like Western blending Bloodborne and Red Dead Redemption.
• Dark Sky – A JRPG-inspired deck-builder offering a unique non-roguelike twist.

Where to Find Midwest Games:
Follow Midwest Games on social platforms to stay updated on their latest announcements and upcoming titles.

In this episode of the Player Driven Podcast, host Greg interviews Łukasz Cieślak, Senior Operations Manager at 5CA. Łukasz shares his journey from support agent to senior operations manager and provides deep insights into the role of BPOs (Business Process Outsourcing) in the gaming industry. He explains how companies like 5CA help gaming studios scale their player support, the essential KPIs that drive player satisfaction, and the growing role of AI in modern support operations. The episode also highlights career advice for those looking to grow from support agent to management roles and explores emerging trends like VIP support and hybrid AI-human models.

This conversation offers valuable lessons for gaming studios, support professionals, and anyone curious about the future of player support.

Key Takeaways for Indie Developers from the Podcast with Łukasz Cieślak

Outsourcing Player Support with BPOs

• BPOs like 5CA allow indie devs to scale support without hiring in-house teams.
• Outsourcing lets devs focus on core tasks like game development while ensuring players get timely support.

Essential Player Support KPIs to Track

• Track key metrics like service level, quality assurance, and player satisfaction (CSAT or NPS).
• Consistent support responses are crucial since players share their experiences on platforms like Discord and social media.
  

The Role of AI in Player Support

• AI tools can handle repetitive inquiries, freeing agents (or indie devs) to focus on complex issues.
• Hybrid models (AI + human support) are the future, offering faster, more efficient player support.

Career Growth and Leadership Lessons

• Łukasz's journey from agent to senior manager shows the value of proactivity and continuous learning.
• Indie devs can apply this approach by taking initiative, helping teammates, and being curious about better ways to operate.

Emerging Trends in Player Support

• VIP support is growing in popularity, offering white-glove treatment for high-value players.
• Personalization and proactive support can build community loyalty, especially for indie devs running Discords or Kickstarter campaigns.

These takeaways offer actionable insights on support outsourcing, key metrics, AI, career growth, and player experience trends.

"The companies that will be most successful will have a hybrid model, where agents are equipped with super-advanced AI tools to help them be more productive." – Łukasz Cieślak"If you’re a support agent and want to grow, focus on helping others — help your boss, help your colleagues, and stay curious about how things work." – Łukasz Cieślak"Players are vocal on social media and Discord, so if one agent gives one answer and another gives a different answer, it’s going to cause issues." – Łukasz Cieślak"AI is more than chatbots. It’s everything from data analytics to moderation to making workforce management more efficient." – Łukasz Cieślak"BPOs give game studios the ability to focus on their core competency, like building great games, while outsourcing the complexity of player support." – Greg

In this episode, Greg sits down with Jack Burrows, a level designer at NetEase, to explore the art, science, and philosophy behind video game level design. They discuss how developers balance player experience with creative ambition, the importance of time management and willpower, and how great design tells a story without words. Jack shares personal insights on motivation, creative process, and the emotional impact of level design, drawing on examples from Bioshock, Skyrim, and Metroid Prime 2: Echoes. Packed with practical advice and industry reflections, this episode is a masterclass for aspiring game designers and anyone curious about how the "sausage is made" in the world of video game development.

1. The Developer's Dilemma: Playing Games as a Player vs. Developer (00:00:00 - 00:01:24)

• Insight: Developers struggle to enjoy games like regular players because they see the flaws in design.
• Jack's View: While it's hard to "turn off" the developer brain, it's a crucial skill to cultivate empathy for players and understand their experience.
• Memorable Line: "If we're going to make games for players, we have to play games as a player so that you know the expectations that you would have if you were sitting there with a brand new game."

2. Time Management and Discipline (00:01:44 - 00:03:02)

• Challenge: Balancing personal ambition with responsibilities and fatigue.
• Example: Jack praises Thaddeus and Cliff Schult, two developers who inspire him with their time management skills, balancing family, work, and passion projects.
• Takeaway: Willpower is finite, and daily responsibilities drain it. Small wins, like logging accomplishments or tracking time, can help stay motivated.
• Memorable Line: "Willpower is a resource that you have to spend day to day."

3. The Role of Ambition in Level Design (00:12:26 - 00:17:07)

• Definition: Ambition in design means taking familiar ideas and pushing them further.
• Example: Metroid Prime 2: Echoes built on Metroid Prime by adding a dark, toxic alternate dimension, challenging players with a new, more dangerous world.
• Takeaway: Ambition is about taking something known and making it feel fresh. Jack explains how ambition fuels his desire to present original games on a big stage one day.
• Memorable Line: "How do I make it greater? How do I spin this on its head?"

4. How Great Level Design Tells a Story (00:47:57 - 00:51:04)

• Insight: Level design can tell a story through environment, atmosphere, and visuals alone — no dialogue needed.
• Example: Bioshock tells its story visually with decaying luxury, Art Deco styles, and objects like broken picket signs and syringes on the ground.
• Takeaway: Great level design marries "the human and the understood" with "the unbelievable" to create memorable, immersive experiences.
• Memorable Line: "What was once glorious and posh and clean is now desolate and decaying... purely through the emotion, through the lighting, through the tone."

This episode of the Player Driven podcast features Michael Csokas, founder of Iron Octopus Productions, and focuses on his journey from working in the oil field to becoming an indie game developer. He shares how his experience managing logistics in oil spills influenced his approach to video game development, especially with problem-solving and world-building. The conversation highlights his creative process, the development of his first game The Broken Ceiling, and his plans for the new project Omega. Csokas also offers advice for aspiring game developers, touching on time management, community building, and the importance of hiring the right people to fill knowledge gaps.

The discussion is filled with behind-the-scenes insights on the indie game development process, from artistic inspiration and conceptualization to technical challenges like navigating Steam's platform.

1. Apply Your Past Experience to Game Development (02:06)Michael discusses how his experience managing oil spill logistics directly influenced his approach to video game development. His method of breaking down big problems into smaller tasks and overseeing a "war room" to manage crews mirrors how he approaches level design and world-building.
   
2. Storytelling & World-Building in The Broken Ceiling (03:39)Michael introduces The Broken Ceiling, a cosmic horror game where a rabbit accidentally becomes a key to a cosmic prison. The concept blends mythology and existential dread, with players navigating a surreal, interconnected world. His background in storytelling from children's books is clear in his attention to narrative.
   
3. The Importance of Focused Roles in Indie Game Dev (10:33)He emphasizes the value of specialization. While Michael can animate and manage projects, he doesn't program, instead hiring a dedicated programmer. His approach illustrates how focusing on your strengths and hiring experts can accelerate development timelines.
   
4. How to Stay Organized as an Indie Developer (29:58)Michael shares his creative organization process. He uses physical notebooks and multi-colored pens to brainstorm and document ideas, later translating them into more organized spreadsheets. His "chaos first, order later" approach helps bridge creativity with production.
   
5. Lessons Learned from Publishing on Steam (38:27)He reflects on his first experience launching The Broken Ceiling on Steam. Michael learned to avoid price changes before holiday sales to maintain eligibility for promotions. His plan for future releases includes earlier marketing and taking social media marketing courses to strengthen his outreach.
   

Episode Description: In this episode, we dive into the world of game development with Thaddeus Sasser, Game Director of Marvel Rivals at NetEase. Thad shares his journey from working on major franchises like Call of Duty and Battlefield to leading the development of Marvel Rivals. We discuss the challenges of balancing creative vision with stakeholder expectations, bringing iconic Marvel characters to life in a hero shooter, and the final push towards the game’s highly anticipated launch. Whether you’re a game developer, a Marvel fan, or someone interested in the behind-the-scenes of game design, this episode offers invaluable insights.

Timestamps & Key Takeaways:

1. [02:15] Announcing Marvel Rivals at Gamescom Thad talks about the excitement and relief of announcing Marvel Rivals' release date and the addition of Captain America and Winter Soldier. He shares how this announcement has energized the team as they enter the final stages of development.
2. [08:40] What Does a Game Director Do? Thad explains the role of a game director, detailing how it involves holding the creative vision, managing the team, and making crucial decisions that keep the project aligned and moving forward. He emphasizes the importance of leadership and inspiring the team.
3. [15:30] Balancing Marvel’s Vision with Creative Freedom We explore the challenges of working with a huge IP like Marvel. Thad discusses how his team collaborates with Marvel to ensure characters stay true to their origins while still pushing gameplay boundaries to surprise and delight players.
4. [21:50] Designing Characters and Team Synergy in Marvel Rivals Thad dives into the process of designing diverse heroes with unique abilities and how they ensure balanced and engaging gameplay. He shares how characters like Spider-Man are adapted to maintain their iconic traits while offering a fresh gameplay experience.
5. [28:10] Lessons Learned from Past Franchises Reflecting on his work on games like Call of Duty and Battlefield, Thad shares the importance of iteration, feedback, and making tough cuts in the development process. He explains how these experiences have shaped his approach to Marvel Rivals.
6. [35:00] The Next Steps for a Game Director Thad discusses potential career paths for game directors, from moving into studio-level design roles to starting their own studios. He reflects on his passion for staying hands-on with the creative process and being the vision holder for projects.

Key Quotes:

• “You have to push the boundaries of the franchise to surprise and delight players while staying true to the core IP.”
• “There’s a moment when you find the fun, and that’s what keeps you hooked.”
• “I love being the vision holder and part of the creative process.”

1. UGC’s Role in Expanding Gaming Lifecycles
Baldur’s Gate 3 has seen over 50 million mod downloads in its first year, with 40% of its player base engaging with mods—double the industry average. Scott explains that mods keep games fresh, encouraging players to return for new experiences, whether it’s simple cosmetic tweaks or major gameplay changes. Console players, in particular, have embraced mods, often consuming more content than their PC counterparts.

2. Breaking Down Barriers for Console Modding
Traditionally, console ecosystems were closed off to modding due to strict certification processes and security concerns. Mod.io changed the game by partnering with PlayStation, Xbox, and Nintendo, bringing mods to consoles for the first time. This shift has allowed console players to experience UGC at a scale previously reserved for PC gaming, with games like Baldur’s Gate 3, SnowRunner, and Skater XL leading the charge.

3. The Business Case for UGC
Mod.io collaborated with Simon Carlos of GameDiscoverCo to analyze UGC’s financial impact. The results are clear: games with UGC see a 23% revenue increase over five years, retain 90% more players, and even boost paid DLC sales by up to 26%. UGC not only enhances player engagement but also creates opportunities for studios to better understand what their audience wants through player-created content trends.

4. How Mod.io Supports Developers and Players
Implementing modding isn’t just about enabling creativity; it’s also about maintaining quality and safety. Mod.io offers automated content scanning for malware and inappropriate material, customizable curation settings for studios, and community reporting tools to flag problematic mods. For developers, this means greater control over their games’ ecosystems while giving players the freedom to create and share.

5. The Future of UGC in Gaming
Scott envisions a future where games become platforms for creators, allowing indie developers to launch full-fledged titles as mods within larger games. This approach could solve one of the biggest challenges for indie creators—finding an audience—while providing established games with fresh, high-quality content. As Scott says, “You don’t have to democratize creation—you just have to enable imagination.”

Scott Reismanis is the founder of ModDB and Mod.io. With over 20 years of experience in the gaming industry, Scott has helped bring UGC to the forefront of modern gaming, enabling players to create and share content across platforms.

• “UGC isn’t competition; it’s an opportunity to deepen engagement and extend a game’s lifecycle.”
• “You don’t have to democratize creation—you just have to enable imagination.”

• Explore Mod.io: www.mod.io
• Connect with Scott: LinkedIn

With UGC continuing to grow, platforms like Mod.io are unlocking creativity and reshaping the future of gaming, one mod at a time.