Director, Customer Support
-Who are you designing for? Know your customer
-Where is your customer going? Anything a user can do needs to be accessible to support
-Chat, message, trade, sell, buy
-The button bag is not your enemy: working collaboratively
-Gather ‘round: honest, open feedback and sharing of ideas and concerns
-Games vs. the World: what’s unique to games? What can we learn from other industries?
-What lessons have we learned from our experiences with players to-date?
-Trends, tools and techniques around the industry
-What does the future of game CS look like?