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Client

Our clients are at the heart of everything we do. We are committed to strengthening our relationships and enhancing their experience when engaging with us.

With a broad client list of renowned publishers and developers and an expansive service offering, we are a partner to many in the video games industry. The highest levels of service and confidentiality are required and we are trusted to deliver. Building on our One Keywords collaborative culture, we continuously explore how we can better enable our clients to achieve success.

During 2023, we continued to enhance our client solutions teams across our divisions, introducing new roles to enable our clients to navigate and access the Keywords offerings as seamlessly as possible. We have introduced a range of new services, including Accessibility testing and Trust and Safety, and are creating a post-production technology platform covering testing, localization and customer engagement that we believe with provide a competitive advantage and real value for clients.

During the year, we saw an increase in concentration of revenues from our top customers due to recent M&A activity in the sector, with our Top 5 clients accounting for 30.8% (2022: 30.1%) of the Group's revenues. Importantly, revenues from our Top 25 clients increased at a faster rate than the rest of the Group, demonstrating early signs of the benefits of our strategic partnering approach.

Information Technology

As a global service provider for the video games and media industries, Keywords relies heavily on technology. To ensure our technology environment operates effectively and securely, Keywords has a dedicated Information Security & Privacy department.

We invest in our information security and back-up infrastructure and report on the Group’s information security to the Audit Committee at least twice a year.

The department follows a comprehensive global Information Security & Privacy framework with policies, guidelines and procedures, covering industry best practices to which all studios must adhere. 

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Security & Privacy framework

This framework incorporates compliance checks to ensure that our studios meet the Keywords standard security requirements. Supplementary penetration tests are also executed as required, in addition to external compliance assessments and audits performed by our third-party customers on an ongoing basis. The activities include:

  • Managing the Security & Privacy framework
  • Monitoring of Keywords Studios’ information systems and infrastructure
  • Security & Privacy incident management
  • Raising employee awareness
  • Client Security & Privacy assessments
  • Testing of internal privacy and security controls

Several studios hold and maintain, or are in the process of acquiring, information security and privacy-related certifications, including, but not limited to:

  • Trusted Partner Network (TPN)
  • Supplier Security and Privacy Assurance (SSPA)
  • Payment Card Industry Data Security Standard (PCI-DSS)
  • System and Organization Controls 2 (SOC-2)
  • Netflix Post Partner Program (NP3)