The global gaming industry has evolved from traditional video games and arcade games to online mobile gaming, cloud gaming, and Massively Multiplayer Online Role-playing Games (MMORPG). This shift can be attributed to the increasing proliferation of the internet, smartphones, and other connected devices.
The shift also signals that game studios, which traditionally focused on game development, including game design, coding, and quality assurance, now have other concerns and player expectations to manage, such as player safety, financial fraud, data privacy, and online child safety.
In this report, we discuss how game studios need to think beyond game design to deliver differentiated Player Experience (PX), outline the PX life cycle, and list key focus areas for game studios to deliver superior PX. We also discuss the importance of people, processes, and technology for gaming studios to reduce the gap between their offerings and player expectations.
Additionally, we outline the advantages of third-party partnerships and recommend a framework to assist game studios in choosing the right partner to deliver differentiated PX.
Scope
- Industry: customer experience management, trust and safety, gaming
- Geography: global
Contents
In this report, we:
- Provide an overview of the game development life cycle
- Elaborate on the importance of the PX life cycle
- Discuss the key features of holistic PX
- Recommend strategies for collaborating with third-party providers to deliver differentiated PX
Membership(s)
Trust and Safety
CX Excellence
Customer Experience Management (CXM) Services, including Contact Center Outsourcing
Sourcing and Vendor Management
