Player Driven

In the latest episode of the Player Engage podcast, we had the pleasure of hosting Rustam Kuramshin from AppQuantum, a seasoned expert in player support. Rustam shared a wealth of knowledge from his eight years in the industry, discussing the intricacies of player support and the importance of creating a seamless player experience. From the evolution of customer support in gaming to the role of AI and automation, Rustam provided valuable insights into the current landscape and future of player engagement.

Listeners will find Rustam's discussion on the day-to-day operations of a player support lead particularly enlightening, as he delves into the challenges of scaling support teams and the significance of understanding player needs. His personal anecdotes and experiences offer a unique perspective on the growth and development within the field.

• Discover Rustam's journey from a support agent to a player support lead and the lessons learned along the way.
• Learn about the shift from email to in-app player support and the impact of AI and automation on the industry.
• Gain insights into the importance of communication skills and product knowledge in delivering exceptional player support.

For those eager to dive deeper into the world of player support and experience, this episode is a treasure trove of information. To uncover the full scope of Rustam's expertise and the strategies employed at AppQuantum, tune in to the Player Engage podcast. Your next level of understanding in creating unforgettable player experiences awaits.

In this insightful episode of the Player Engage podcast, host Greg delves into the fascinating world of gaming AI with industry veteran Stephen Peacock. With over two decades of experience, Stephen has been at the forefront of technological advancements in gaming, from his early days at AudioBrain to his transformative roles at Amazon Web Services and now as the head of games AI at Keyword Studios. The conversation covers a range of topics, including the rapid emergence of AI tools, the impact of generative AI on game development, and the ethical considerations surrounding AI in gaming.

Key takeaways from the episode:

• Stephen's unique approach to testing AI tools using his own headshots.
• The evolution of AI in gaming and its application in areas like LiveOps and community health.
• The future of AI in gaming and how it's lowering the barrier to entry for game development.

To get a deeper understanding of:

• How Stephen's personal experiments with AI tools provide insights into their capabilities.
• The role of AI in enhancing player experiences and maintaining healthy gaming communities.
• Stephen's perspective on the ethical sourcing of AI and its parallels with other industries.

For a full exploration of these topics and to gain valuable knowledge from a leading expert in the field, tune into the Player Engage podcast episode featuring Stephen Peacock. Discover the intricacies of AI in gaming and how it's shaping the future of player engagement. Listen now to learn more.

• Dan's Early Gaming Memories: Dan reminisces about his childhood experiences with the Nintendo Entertainment System and how games like Super Mario Bros 3 sparked his curiosity and passion for gaming.
• Path to Game Design: Learn how a conversation in college led Dan to become a game tester, which eventually paved the way for his career in game design.
• Role of a Game Designer at Outright Games: Dan explains his role in developing games from concept to release, focusing on creating engaging experiences for preschool-aged children.
• Skill Sets for Game Design: Discover the importance of being a generalist designer with a lens on user experience and accessibility, and why empathy for the player is crucial.
• Transitioning to Children's Games: Dan discusses the shift from wanting to create the next big hit to designing games that bring joy to children, and how his own experiences as a father influence his work.
• The Importance of Playtesting: Insights into how observing children play games can lead to valuable design decisions that enhance the gaming experience.
• Staying Current with Gaming Trends: Dan shares his approach to keeping up with the latest technologies and trends in the gaming industry.
• Advice for Aspiring Game Designers: Tips on how to break into the industry, the importance of staying positive, and why it's never too late to pursue a career in game design.

Welcome to the Player Engage Podcast, where we explore the biggest challenges, technologies, trends, and best practices for creating unforgettable player experiences. In this episode, our host Greg chats with Terry Haynes, a seasoned veteran from Tanglewood Games, about his journey through the gaming industry, the evolution of game development, and the critical role of networking.

• Terry's Start in the Industry: Terry shares his beginnings in QA at Virgin Mastertronic and his progression through iconic companies like Sega and Probe Entertainment.
• The Shift from Production to Business Development: Learn how Terry transitioned from production roles to business development and the opportunities that arose from networking.
• The Importance of Networking: Terry and Greg discuss the "networking effect" and how it can break the ice in the industry, leading to potential collaborations and opportunities.
• Evolution of Game Development Teams: A look back at how small teams used to manage entire game projects and how the industry has grown to require much larger, more specialized teams.
• Co-Development Studios: Insights into the benefits of co-development studios and how they can provide flexibility and specialized skills to larger projects without the long-term commitment.
• Trends in the Gaming Industry: Terry shares his thoughts on where the gaming industry is heading, including the potential for studios to rely more on co-development partnerships.

• "You have to network, you have to keep in contact with people and you have to talk about your own business because no one else is going to talk about your business if you're not going to talk about it." - Terry Haynes
• "Connect with people because they're people... those people, more than likely in their career, will move on to a new venture or move on to a new company, may go and start their own business." - Terry Haynes
• "Having co-development studios out there is a huge benefit to the games industry and it's a huge benefit to studios that are out in that field of kind of going, you can have the resources to make your game to the quality your game needs to be." - Terry Haynes

• Gemma's Journey: Discover Gemma's transition from real money gaming to social gaming and her pivotal role in introducing VIP programs to Zynga.
• Understanding VIP Programs: Learn what VIP programs are, their importance beyond gaming, and how they can enhance customer relationships across various industries.
• Building Relationships: Gemma discusses the significance of human interaction in VIP programs and how it can lead to increased retention and monetization.
• Data-Driven Decisions: Find out how data science plays a crucial role in tailoring VIP experiences and promotions to player preferences.
• Starting Small: Gemma shares valuable advice for indie studios on initiating VIP programs and the importance of direct player communication.
• Collaboration with Product Teams: Gain insights into how VIP feedback can influence game development and improve player satisfaction.
• ROI and Business Case: Gemma explains how to justify investment in VIP programs and measure their success.
• Social Power Players: The conversation touches on the emerging trend of treating influencers as VIPs due to their ability to attract and retain players.
• Personal Touch: Gemma shares heartwarming stories of how games and VIP programs have touched players' lives, emphasizing the human element in gaming.

• "VIP is about layering data science and human interaction to develop a program that is really authentic and true to the players." - Gemma Doyle
• "Keeping and retaining those high-value players is really key to keeping a really healthy game." - Gemma Doyle
• "People are so happy to talk. I get a lot of feedback from gaming studios that our players don't want to talk on the phone, you know, but the submission rate for phone numbers is between the 70 and 85 percentile." - Gemma Doyle

Don't forget to subscribe to our podcast on Spotify and Apple Podcasts to stay updated on the latest episodes. If you enjoyed this discussion on VIP programs and their transformative role in gaming, please share it with your friends and colleagues in the industry.

We'd love to hear your thoughts on today's episode, so feel free to leave us a review or reach out on social media with your feedback and questions. Join us next time for more engaging conversations on the Player Engage Podcast!

In this episode, we had the pleasure of sitting down with the incredible Jon Wolheim, a true powerhouse in the gaming industry. With an impressive background working for renowned companies like Apple and Amazon, Jon is now an advisor for Games for Love and a top voice in AI and gaming on LinkedIn. 🚀

Here are three major takeaways from our conversation with Jon:

1️⃣ LinkedIn: The Ballast Amongst the Socials
Jon emphasized his love for LinkedIn as a platform that provides a sense of stability and reliability. Unlike the chaotic and unpredictable nature of Twitter, LinkedIn offers a more trustworthy environment for professionals and gamers alike. So, if you're looking for a platform to connect with like-minded individuals, LinkedIn should be your go-to!

2️⃣ Valuable Resources and Tactical Information
During our discussion, Jon highlighted some incredible individuals to follow on LinkedIn. Amir Sattva, Justin Williams, Matt Herndon, Aida Figueroa, and Aaron Goldsmith were mentioned for their valuable resources, daily knowledge shares, tactical information, strategic thought, and inspirational stories. These industry experts are sure to provide you with the insights and guidance you need to level up your game!

3️⃣ Community and Collaboration
One of the standout aspects of the gaming industry, according to Jon, is the sense of community and collaboration found on LinkedIn. He praised the dedicated individuals who selflessly share resources and support aspiring gamers, purely out of their passion and care for the industry. Aida Figueroa, in particular, was highlighted for her efforts in hosting an engaging audio event on the neuroscience of games, which sparked an incredible conversation within the community.

Tune in now to the Player Engage Podcast on your favorite podcast platform, and join us as we explore the fascinating world of gaming with industry experts like Jon Wolheim. Get ready for some mind-blowing insights and inspiration that will level up your gaming journey! 🎧✨

In this episode of the Player: Engage podcast, we had the pleasure of hosting Arseny Lebedev, a gaming industry veteran and co-founder of Original Games. Arseny shared his extensive journey from his early days as an intern at Large Animal Games to founding Signus Labs and eventually leading a studio at MZ. His entrepreneurial spirit has been a driving force throughout his career, and his unique, opinionated perspective on the gaming industry is both refreshing and thought-provoking.

Arseny's experience is not just limited to gaming; he also worked in his family's renewable energy components business, which gave him a solid foundation in sales and contract negotiation. This experience proved invaluable when he later ventured into the gaming industry, where he successfully managed large deals and partnerships.

During our conversation, Arseny emphasized the importance of throwing oneself into challenging situations and the value of travel in gaining diverse perspectives. He shared anecdotes from his time in Southeast Asia and how those experiences shaped his approach to business and life.

We also delved into the challenges and opportunities of remote work and office dynamics in the current landscape. Arseny provided insights into how Original Games manages a remote team, the tools they use for communication and project management, and the considerations they've had to make when setting up their office space in Lisbon.

In this episode of the Player Engage podcast, we had the pleasure of speaking with Irena Pereira, the CEO and founder of Unleashed Games. Irina is a trailblazer in game design and user experience, with a career dedicated to enhancing player interactions and experiences within games. She has worked on projects for SciPlay and Mythical Games and has a unique approach to game development that combines creativity with a deep understanding of player dynamics.

• Irena's Background: Irena shared her journey from being a typography nerd to becoming a pioneer in UX/UI design. She discussed her early days of web design, her time at USC, and how she transitioned into the gaming industry, eventually working on major titles like EverQuest and World of Warcraft.
• UX/UI Design Philosophy: Irena believes that trends are irrelevant in UX/UI design, emphasizing the importance of usability and the player's ease of interaction with the game. She also touched on the significance of typography and layout in design.
• Career Highlights: Irena recounted her experiences working at Blizzard, where she contributed to World of Warcraft, and at 38 Studios, where she worked on Kingdoms of Amalur. She also discussed her time with the Air Force, where she learned agile development methodologies that she later applied to game development.
• Challenges in the Industry: Irena opened up about the difficulties she faced as a woman in the gaming industry and her commitment to bringing the player's voice into the development process.
• Unleashed Games and Haven: The focus of the conversation shifted to Irena's current project, Unleashed Games, and their upcoming title, Haven. Haven is envisioned as a family friendly MMO that promotes meaningful connections and mental health through gameplay. Irena is passionate about creating a game that allows families to play together and form lasting relationships.
• Community Engagement: Irena highlighted the importance of community feedback and shared how Unleashed Games is playtesting their game live on Twitch every Friday. This allows the team to gather real-time feedback and build a community around the game even before its release.

In this engaging episode of the Player Engage Podcast, host Greg welcomes Veronica Rose, a seasoned customer support expert with an impressive background at companies like Bose, WB Games, and Vecna Robotics. Veronica shares insightful experiences from her journey in customer support, starting with her time at Bose. She discusses the unique challenges of supporting high-end audio products and the nuances of catering to a discerning customer base.

Shifting gears to her role at WB Games, Veronica delves into managing support teams for beloved video games such as Lord of the Rings Online and Dungeons and Dragons Online. Her stories from this period highlight the intricate balance of maintaining player satisfaction and managing game-related support complexities.

Veronica's career path then leads her to Vecna Robotics, a pioneering warehouse robotics company. Here, she confronts a whole new set of challenges in supporting robotic forklifts. She details the criticality of advocating for the user in such a high-tech environment and discusses her strategic decision to outsource support, partnering with Keywords Studios to assemble a team adept at handling the company’s sophisticated support requirements.

A key theme throughout the episode is the significance of proactive customer support and establishing strong connections with customers. Veronica recounts a particularly moving story about transforming a player's negative behavior into a positive gaming experience, illustrating the profound impact of empathetic and effective support.

This episode is a treasure trove of knowledge for anyone in the realm of customer support, offering a deep dive into the dynamic nature of support across various industries and reinforcing the timeless principle of prioritizing the customer's needs. Veronica's wealth of experience and wisdom makes this a must-listen for professionals in the support sector and those aspiring to join this vital field.

Dive into the latest Player Engage podcast with host Greg Posner and guest Peter Gerson from Keywords. Peter's journey from a potential pyrotechnical engineer to a gaming industry leader at EA and Keywords is as explosive as it is inspiring. He dives into the essence of player engagement: understanding and prioritizing player needs for a remarkable gaming experience.

Peter highlights the crucial role of AI and automation in enhancing customer support and teases the exciting potential of Web 3.0, AR, and VR in gaming's future. He champions user-generated content and the power of community in retaining player loyalty.

End your listen with an invite to the Community Clubhouse, a haven for gaming and customer experience professionals to share insights. This episode is a compact yet comprehensive look into the heart of gaming customer support and player engagement. Tune in for a journey full of industry insights!