About The Event

The Player Experience Summit 2020, taking place during GDC, is the can’t-miss industry event for support professionals in gaming, to share best practices, discuss new trends, and help one another improve the player support experience. Hear from experts, be inspired by world-class content, and stick around as we party into the night.


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Ana Celeste Almeida Vieira

Player Support Manager

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Bill Galey

Senior Director of Customer Support

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Tiffany Johnson

Chief Operating Officer

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March 17, 2020

  • Keynote - The Next Evolution of Player Support

    Abinash Tripathy, CEO, Helpshift

    Helpshift will open the event with exciting new feature launches and the vision for the next evolution of gaming support.

  • The Journey of Automating Player Support

    Ana Celeste Almeida Vieira, Player Support Manager, Nordeus

    Hear from one company who delivers world-class player support using bots and AI. This session will cover the journey of rolling out automation and the impact it’s had on their player experience.

  • Break

  • PX Analytics

    Bill Galey, Senior Director of Customer Support, Jam City

    What does your data tell you about your player experience and how can you make that data actionable? We’ll discuss how to use data to empower decision making and what tools to use for successful reporting.

  • Trust and Safety within Gaming

    Bryce Holtshousen, QA Lead & Support Manager, Runaway Play
    Bill Galey, Senior Director of Customer Support, Jam City

    With recently released regulations like GDPR and CCPA, Trust and Safety is more top-of-mind than ever before. What are the prevailing principles that drive your approach to trust and safety? How do you keep up with all the regulations, but still provide world-class service? Join this session to hear best practices from the experts themselves.

  • The Future of Work in the Era of Automation

    Keywords International
    TELUS International

    In this panel, gaming-focused BPO vendors will talk about how they're transforming and evolving their agent workforce as more gaming companies are using automation. You’ll learn about how you can enable agents to work efficiently with bots.

  • Player Experience Party

    Contemporary Jewish Museum - Yud Gallery


Contemporary Jewish Museum

736 Mission St San Francisco, CA 94103

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