Jonathan Shroyer

Players experience one game, one brand and one relationship. Behind that experience, however, sit Support, Trust & Safety, Community, Marketing, Security and Live Operations teams, each working with different systems, data and measures of success.

Through an interactive player journey, John Pompei and Jonathan Shroyer will demonstrate how these functions can each operate correctly yet collectively fail the player. They will then replay the same experience through a connected human and AI model, showing how shared intelligence across identity, behaviour, sentiment, intent, history and risk can enable faster, more consistent and more trusted decisions.

• Identifying where disconnected teams and systems create friction across the player journey
• Connecting player signals to create shared intelligence across publishing, marketing, community and operations
• Using AI to strengthen human decision-making rather than replacing specialist judgement
• Turning cross-functional player intelligence into stronger trust, retention and long-term relationships