• Enhancing Player Satisfaction through Quality of Service: Prioritizing the delivery of a high-quality gaming experience as the cornerstone of player satisfaction. This involves rigorous testing, timely updates, and consistent performance improvements to ensure that players enjoy a seamless and engaging gaming environment.
• Effective Management of Bugs and Technical Debt: Addressing the challenges posed by bugs and technical debt in complex gaming environments head-on. Allocating resources to solve immediate fixes and long-term stability improvements.
• Player-Driven Experience and Feedback Loops: Leveraging player feedback to guide improvements in game quality and service. This includes establishing channels for direct communication, analysing player behaviour and feedback, and integrating insights into development cycles to enhance the game's quality continuously.
• Impact of Content Releases on Quality of Service: Examining how the release of new content affects game stability and player satisfaction. This involves balancing the introduction of engaging new features and expansions with the necessity of maintaining an optimal level of service quality, ensuring that updates enhance rather than compromise the player experience.
• Analysing Player Retention through Quality of Service: How ensuring a bug-free, smoothly running game environment contributes to keeping players engaged over the long term, emphasizing the importance of quality as a key driver of player loyalty.

Ben Wibberley

VP Games Operations
Jagex

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• Ensuring game products are live-operable from the get-go. Building go-to-market strategies and tactics and scalable post-launch live-operations as well as related KPIs and measurement. Adapt the service to specific needs with open APIs and custom integration options.
• Define, communicate, and maintain our player support and community engagement vision as well as ensuring alignment with the studio’s strategic direction and ability to drive economies of scale in service delivery.
• Investing in appropriate tooling to enable a data-driven strategy and employ campaign tactics.
• Contribution to studio portfolio decisions and development. 

• Feedback-Driven Development: Implement continuous feedback mechanisms to shape game updates, features, and community engagement strategies.
• Community Empowerment: Foster a strong, participative community by involving players in the development process and decision-making.
• Personalised Player Support: Utilize data analytics for personalized support, balancing AI efficiency with crucial human interactions for complex issues.
• Strategic Partnerships in Outsourcing: Opt for a hybrid approach with BPO partners specializing in gaming, emphasizing innovation, adaptability, and the value of the human touch in creative solutions and high-value management.

Boosting player engagement is tough in live service games because it's hard to define and measure. In this talk, I'll cover four key parts needed to improve engagement and three main enablers for your strategy. You'll also get a detailed look at the LiveOps Event Canvas we use in World of Tanks, which helps plan and run exciting events for players.

You will learn:

·       How to boost engagement.

·       How to measure the impact of engagement boosters.

·       How to enable your engagement strategy.

·       How to utilize the LiveOps Event Canvas.

Sergei Vasiuk

Director of LiveOps
Wargaming

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• The role of LiveOps in creating 'the cohort of one', where personalized content, offers, and in-game economies are tailored to individual player behaviours and preferences, fostering a deeper connection and sense of ownership.
• Driving Renewed Growth in Established Franchises: How LiveOps can successfully reinvigorated interest and growth in longstanding game franchises, highlighting strategies that led to renewed player engagement and increased revenue streams.

Matthieu Burleraux

Senior Director, Puzzle Games
Rovio Entertainment

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• The "Greet and Guide" Outreach Program: A data-driven approach to personalize player onboarding and engagement.
• Making predictions on a player's likelihood to subscribe and their preferred playstyle using various data points.
• Tailored Player Interactions: Strategies for customized outreach during the onboarding process to improve key performance indicators (KPIs).
• Measuring Success: An analysis of the program's effectiveness in enhancing player engagement and retention, supported by data on improved KPIs.
• Insights into how the "Greet and Guide" program can evolve and continue to positively impact player experience and game success.

Rafn Herlufsen

Director of Player Experience & Community
CCP Games

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• Monitor the heartbeat of your game: Track engagement, retention, and monetization metrics in real-time to swiftly identify trends and adapt strategies. Ensure seamless updates and capacity planning by evaluating the need for expanded infrastructure like additional live servers.
• Strategic, data-driven decision-making: Leverage comprehensive analytics to set initiatives that enhance player experiences and retention.
• Measure ROI and Refine Strategies: Validate LiveOps impact using data to guide future-oriented investments. Continuously assess and optimize operations by integrating in-game data with player insights from community feedback, consumer studies, and user research to enhance relevancy and effectiveness.
• Coordinate your productions teams and engage them in your data & players insights to make sure to sustain team engagement and motivation.

Simon Diguet

Senior Live Ops Manager
Amplitude Studios

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Amanda Cuthbert

Live Ops Marketing Director
Creative Assembly

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Teodora Petkova

Senior Live Ops Manager & Product Owner
Supersolid

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• From the get-go, Mirage did not have a huge live service and postlaunch ambition, yet it has the most accurate tracking of the franchise so far. Let’s dive in together to understand why!
• A massive production like Assassin’s Creed faces numerous challenges during development. In such context, non-player facing features like analytics can be easily considered superfluous and be first on the CUT list. Analytics vision, organization and mindset has been key on our project and studio to avoid such pitfalls, and instead push the envelope on the analytics scope. It was not easy, but there’s much best practices to take away about how!
• Surprisingly, analytics was not just used to track the number of cats players kindly hugged in the streets of 9th Century Baghdad. Many features and gameplay systems got iterated upon and improved thanks to the combined power of playtesting feedback and players’ data during production and beyond, feel free to join to discover a sneak peek of what!

Yossef Benzeghadi

Game Analytics Manager
Ubisoft Bordeaux Studio

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• Why a localisation strategy is key to access in new markets and expanding your audience.
• The impact that localisation has on the global player experience (including adapting to cultural expectations).
• Providing better community experience – from translating in-game content to enhancing player-to-player communication across borders.
• Adoption of technologies, such as machine learning, to streamline localisation processes and increase efficiencies. 

Tamara Tirjak

Head of Localisation
Frontier Developments

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Denis Ivanov

Head of Localization
Belka Games

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• Engagement Through Regular Content Updates: Highlighting the role of frequent content updates in maintaining player interest. Focuses on diversifying content, hosting community events, and introducing new gameplay mechanics to keep the game fresh.
• Balancing and Updates Post-Campaign: Emphasizing the importance of continuous game balancing, patching, and updates post-launch to ensure a dynamic and balanced gameplay experience, informed by player feedback and a responsive update cycle.
• Anticipation and Expansion: Outlining methods to generate excitement for future expansions with teasers and community involvement, showcasing the importance of ongoing development in sustaining the game's longevity.
• Continuous Development and Player Retention: Exploring how constant game refinement and expansion drive player retention, emphasizing the link between dedicated development efforts and building a dedicated player base for lasting success.

• We will dive into how Wooga crafts engaging player experiences for their niche hardcore gaming audience.
• Establishing a player-centric approach that brings value to both the player and the business.
• How does Wooga know what the players want and how they build features that cater to their players motivations. How to make players continuously care about what is on offer, both in and outside of the game.
• Thinking beyond the game and making players care about the Community.

Florian Blaesche

Director of Player Experience
Wooga

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• Continuous Content Delivery: The importance of a roadmap for regular content updates to keep the game fresh and engaging for players.
• Community Engagement and Feedback: Leveraging community feedback to make informed updates and changes, enhancing player satisfaction and retention.
• Evolving Monetisation Strategies: Examining how successful games evolve their monetization strategies post-launch to boost revenue while maintaining player trust.
•  Analytics and Adaptation: Using data analytics to understand player behaviour and adapt the game to meet changing preferences and trends.

Mohammed Benhenneda

Business Strategy & Live Performance Director (Rainbow Six)
Ubisoft

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