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Gamescom 2023: Meet the Keywords Player Engagement Team!

As part of the Keywords Engage division, the Player Engagement team will be on hand to discuss our range of globally available Player Support, Community Management and Trust & Safety services.

Date Published: 09/08/2023
Gamescom. August 23 - 27, 2023. Cologne, Germany

You can book a meeting with any of our experts at the event through our Gamescom contact form. Introducing our Player Engagement team below:

Peter Gerson – Global Head of PX and 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:

  • Leveraging A.I. with CRM and Bots
  • VIP or Tiered support for Paying Players
  • Machine Translation Platform and Services
  • Workflow and Workforce Management consulting and Gap analysis

Visit Peter at our Gamescom booth or book a meeting with him through our Gamescom contact form.

Ed Hartman – Vice President Strategic Sales at Helpshift


Ed is VP Strategic Sales for Helpshift, an innovative consumer-facing digital support platform.  Ed works with both new and existing clients on ways in which studios can deliver outstanding player experiences, lower costs and increase CSAT. Ed was also a driving force in the creation of the Community Clubhouse, a networking event and panel discussion on all things Player Experience, Community Management, Trust & Safety and Game Development. 

Get in touch with Ed to discuss:

  • Player Experience best practices
  • Community Clubhouse events and panels
  • Gaming-specific tech stack
  • Player Experience leading, leaning and lagging KPIs

Discover more about Helpshift and its offerings by visiting our Gamescom booth, or book a meeting with Ed at the event.

Samantha Pang – Vice President of Customer Success and Growth at Helpshift


Samantha is fluent in English, Japanese, Cantonese and Mandarin. 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

For more on Helpshift and its innovative offerings, visit Samantha at our Gamescom booth or book a meeting with her at the event.

Marek Niszkiewicz – Client Solutions Director – Player Engagement

Marek has been a driving force in our Player Support 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 Global Director of Player Support, managing our world-wide multilingual Player Support operations.

Contact Marek to discuss:

  • Establishing and improving your player support operations
  • Setting up a player support team from scratch and planning processes that can scale
  • Taking advantage of technology to help deliver better customer service, from bots to AI and machine translation
  • Driving efficiency and quality in multiple languages and multiple locations

Visit Marek at our booth or book a meeting with him through our Gamescom contact form.

Sharon Fisher – Head of Trust & Safety

Sharon leads the Global Trust and Safety department at Keywords Studios. As part of Player Support, 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 well being in the workplace

You can book a meeting with Sharon at the event through our Gamescom contact form or simply visit our booth to find out more about Trust & Safety at Keywords.

James Gallagher – Head of Community Management


James leads community and social media projects for Keywords Player Support, 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

Visit James at our Gamescom booth or book a meeting with him through our Gamescom contact form.

What is Keywords Engage?

Keywords Engage is a collective of expert agencies and worldwide teams who are uniquely positioned to deliver full end-to-end services for marketing video games and the wider entertainment industry. Engage tackles a wide range of marketing challenges from gathering granular insights on the audience, ideating on creative & producing all content, delivering on brand communications, fostering a vibrant community through to ensuring player engagement & retention. You can work directly with any individual studio to focus in on a specific service we provide, or via our Engage Solutions Team we can work in collaboration across entire portfolios of games, solving for large and complex business challenges in today’s market.

The Power of Partnership: Our Clients

WB Games
Take 2 Interactive
Sony interactive entertainment
Perfect World
NetEase Games
Square Enix
Bandai Namco games
Tencent games
Riot Games
Electronic Arts
Cyber Agent