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GDC 2024: Meet the Player Engagement Team

Date Published: 28/02/2024

Keywords Studios is delighted to once again be attending GDC in San Francisco from March 18-22. Our Player Engagement team will be on hand to discuss our range of world class services across Trust & Safety, Community Management, Player Support and VIP Engagement.

You can book a meeting with any of our experts onsite at the Moscone Centre in San Francisco here. Introducing our Player Engagement team below:

Samantha Pang – Vice President of Customer Success and Growth at Helpshift, A Keywords Technology

Between her love for languages and travel, she is particularly well-suited to leading a team that supports over 450 customers globally. Samantha is excited about ensuring clients aren’t just “happy” but have everything they need to fully realize long-term ROI. Before Helpshift, she spent six years at DeNA mastering the player experience and collecting a wealth of knowledge.

Get in touch with Samantha to discuss:

  • Increasing support efficiency with AI & automation
  • Maximising ROI with the right support set up
  • Designing the best support user journey for players

Peter Gerson – Global Head of Player Engagement Solutions

Peter leads the solutions team and is passionate about helping build great player experiences, championing people, projects and technology to put players first. He works closely with his expert team to craft bespoke player support, community/social media management and trust & safety programs, helping our clients implement and manage their tools, platforms and people to deliver great player support.

Meet with Peter at the event to discuss topics such as:

  • VIP outbound revenue generation & incoming tiered support for paying players
  • Player Support CRM Platform with embedded Machine translation, AI, Automation and Human Agent services
  • Player Support workflow and workforce management consulting and gap analysis

Sharon Fisher – Head of Trust & Safety

Sharon leads the Global Trust and Safety department at Keywords Studios. As part of Player Engagement, her expert global moderation teams create processes, integrate tools, consult and interact with players to make sure the online experience is fun and inclusive. Prior to joining Keywords, Sharon worked in online content moderation for many years, starting with roles at Disney Interactive where she led efforts to implement Spanish language chat filters to ensure a safe online environment for Disney’s online communities.

After more than five years, she joined content moderation company Two Hat where she spent four years helping to grow online safety and communities for customers. Throughout her career, she has worked with brands including Supercell, Roblox and Nintendo.

Contact Sharon to discuss:

  • Moderating the metaverse
  • Building engaging online interactions from design
  • Human + Technology Moderation balance
  • Moderating wellbeing in the workplace

Sharon will also be taking part in a panel discussion on Using AI to Create Safer Online Spaces on March 20th. 

James Gallagher – Head of Community Management

James leads community projects for Keywords Player Engagement, providing services ranging from social media management to community building and sentiment analysis. His team of 110 Community and Social Media Managers works with more than 40 developers and publishers on building better relationships with their players. Before Keywords, James was a community manager at Rockstar Games, PlayStation and Techland.

Contact James to discuss:

  • Building a thriving Discord server for your players
  • Managing social media in multiple languages
  • Getting serious about collecting player feedback

Marek Niszkiewicz - Customer Support Director for Player Engagement

Marek has been a driving force in our Player Engagement team since 2010 and is a role model when it comes to career progression within the company. He started as Player Support Agent and Community Manager, then led various project teams as Team Lead and later, Project Manager. Marek played a vital role in the preparation and execution of the opening of our studios in Manila, Madrid and Katowice, with both Manila and Katowice being more than 1000 employees-strong today.

He is now our Customer Support Director for Player Engagement.

Contact Marek to discuss:

  • Improving your player engagement and VIP player management
  • Setting up customer support teams and planning processes that can scale

Greg Posner - Director Solution Engineering at Helpshift, A Keywords Technology

With over 15 years of sales engineering experience, Greg has spent the last six years at Helpshift and Keywords Studios, focusing on large-scale implementations and projects. As host of the Player: Engage podcast, he explores the nuances of player experience in gaming through conversations with industry insiders. A storyteller at heart, Greg excels in identifying challenges and crafting solutions, making complex concepts accessible and engaging.

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