Summary:In this episode, we sit down with Danielle Shneor, Head of Player Support and Strategy at Ilyon, to uncover the secrets behind her remarkable success in the gaming industry. From her early days as a D&D and LARP enthusiast to managing player communities in casual gaming, Danielle shares how her deep understanding of player emotions and needs has transformed customer support into a competitive advantage.We explore how Danielle tackled a 40,000-ticket backlog upon joining Ilyon, built a player-centric process from scratch, and elevated CSAT scores from 39% to an impressive 87%. Through anecdotes like converting a frequent complainer into a lifelong advocate, she highlights the importance of empathy, data-driven insights, and treating players as people—not just users. Danielle also touches on the evolving role of feedback, loyalty, and community-building in the future of gaming.Whether you’re in gaming or any customer-focused industry, Danielle’s lessons on creating meaningful connections will leave you inspired.Key Moments: 00:01 – Meet Danielle and her passion for blending gaming with people-centric roles. 01:41 – From D&D to Ilyon: Danielle’s path to professional gaming. 07:01 – Tackling a 40,000-ticket backlog and reinventing player support at Ilyon. 10:26 – Understanding the emotional journey of casual gamers. 26:43 – How Danielle turned a frequent complainer into a loyal community member.Highlights: “We don’t call them users; we call them players. Respect matters.” CSAT jumped from 39% to 87% in three months under Danielle’s leadership. “To truly improve player experience, understand how your players feel while playing.” The value of closing the feedback loop: “Let players know their feedback drives change.”Mentioned Resources: Danielle’s LinkedIn – Connect with Danielle for insights on player experience. Ilyon’s Games – Discover their community-driven casual games.Closing Thought:Danielle’s approach reminds us of the power of empathy and human connection in gaming. This episode is a must-listen for anyone looking to transform player experiences, foster loyalty, and build thriving communities.

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