GDC 2014

GDC 2014 Session Scheduler

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Customer Support - Critical to Game Development

Paul Boustany  |  Senior Manager of Customer Care, Activision
Randolph D'Amore  |  Games Experience Program Manager, Microsoft
Dave Firth-Eagland  |  Sr. Director of Readiness & Response, EA
Tim Rondeau  |  Senior Director of Customer Care, Activision
Brent Wilkinson  |  Sr Director Customer Support, Ubisoft

Location: Room 2004, West Hall

Format: Session
Track: QA Summit
Vault Recording: Video

The role of customer support in gaming is evolving. What some consider an afterthought is becoming a critical part of the video game development lifecycle. This panel will explore how dedicated customer support teams help to identify customer issues, player sentiment and ultimately get players back in the game. Attendees can expect to learn how some of the industry's top publishers approach helping customers, how games are integrating support, and what's next for support professionals. Overall, today's customer support teams help drive issues out of games, increase customer loyalty and drive down development costs.


Studios will learn how and when to include customer support in their development lifecycles. QA teams can improve their testing cycle by placing a greater focus on customer submitted issues. Customer support professionals will connect with their peers and learn how the top publishers serve our customers!