How Player Support Shapes Gaming Communities with Danielle Shneor
Podcasts
•
February 11, 2025
🎙️ Episode #84 | Featuring Danielle Shneor, Head of Player Experience at Ilyon
Episode Summary
What do flight attendants and player experience managers have in common? More than you think. In this episode, Greg sits down with Danielle, Head of Player Experience at Ilyon, to explore how customer service skills from unexpected careers translate into building loyalty, handling difficult players, and crafting exceptional player experiences in gaming. Danielle shares her journey from the airline industry to gaming, her proactive approach to CX, and how she turned a 40,000-ticket backlog into a 90%+ CSAT success story—without AI.
Guest: Danielle
Head of Player Experience at Ilyon
Background in customer service, flight operations, and gaming support
Passionate about humanizing support, player loyalty, and community engagement
Key Topics & Timestamps
⏳ 01:15 – From flight attendant to gaming: How CX skills transfer across industries
🎮 08:40 – The power of proactive support: Why delivery matters in player experience
🔥 17:20 – Handling difficult players: Setting boundaries while keeping them engaged
📢 24:50 – Taking over Ilyon’s player support: Reducing a 40K backlog & raising CSAT
🔍 31:00 – Identifying and developing talent within CX teams
💡 42:10 – The rise of VIP support: When and how to offer premium service
🤖 46:30 – AI, automation & bots: Where they fit (and where they fail) in support
🏆 53:00 – Building loyalty: Why great support turns casual players into long-term fans
Notable Quotes
🎤 “At the end of the day, when you work with people, you work with people—it doesn’t matter the industry.” – Danielle
🎤 “If you know how to say no properly, people will thank you for it.” – Danielle
🎤 “You don’t need AI to build great player support—you need a team that listens.” – Danielle
🎤 “Great CX isn’t about answering tickets—it’s about building relationships.” – Greg
Resources & Links
🔗 Ilyon Website
🔗 Danielle on LinkedIn
Call to Action
🎧 Enjoyed the episode? Subscribe & leave a review on Spotify, Apple Podcasts, or YouTube!
💬 Join the discussion on LinkedIn – What’s the best player support experience you’ve ever had?
Episode Summary
What do flight attendants and player experience managers have in common? More than you think. In this episode, Greg sits down with Danielle, Head of Player Experience at Ilyon, to explore how customer service skills from unexpected careers translate into building loyalty, handling difficult players, and crafting exceptional player experiences in gaming. Danielle shares her journey from the airline industry to gaming, her proactive approach to CX, and how she turned a 40,000-ticket backlog into a 90%+ CSAT success story—without AI.
Guest: Danielle
Head of Player Experience at Ilyon
Background in customer service, flight operations, and gaming support
Passionate about humanizing support, player loyalty, and community engagement
Key Topics & Timestamps
⏳ 01:15 – From flight attendant to gaming: How CX skills transfer across industries
🎮 08:40 – The power of proactive support: Why delivery matters in player experience
🔥 17:20 – Handling difficult players: Setting boundaries while keeping them engaged
📢 24:50 – Taking over Ilyon’s player support: Reducing a 40K backlog & raising CSAT
🔍 31:00 – Identifying and developing talent within CX teams
💡 42:10 – The rise of VIP support: When and how to offer premium service
🤖 46:30 – AI, automation & bots: Where they fit (and where they fail) in support
🏆 53:00 – Building loyalty: Why great support turns casual players into long-term fans
Notable Quotes
🎤 “At the end of the day, when you work with people, you work with people—it doesn’t matter the industry.” – Danielle
🎤 “If you know how to say no properly, people will thank you for it.” – Danielle
🎤 “You don’t need AI to build great player support—you need a team that listens.” – Danielle
🎤 “Great CX isn’t about answering tickets—it’s about building relationships.” – Greg
Resources & Links
🔗 Ilyon Website
🔗 Danielle on LinkedIn
Call to Action
🎧 Enjoyed the episode? Subscribe & leave a review on Spotify, Apple Podcasts, or YouTube!
💬 Join the discussion on LinkedIn – What’s the best player support experience you’ve ever had?
Episode Summary
What do flight attendants and player experience managers have in common? More than you think. In this episode, Greg sits down with Danielle, Head of Player Experience at Ilyon, to explore how customer service skills from unexpected careers translate into building loyalty, handling difficult players, and crafting exceptional player experiences in gaming. Danielle shares her journey from the airline industry to gaming, her proactive approach to CX, and how she turned a 40,000-ticket backlog into a 90%+ CSAT success story—without AI.
Guest: Danielle
Head of Player Experience at Ilyon
Background in customer service, flight operations, and gaming support
Passionate about humanizing support, player loyalty, and community engagement
Key Topics & Timestamps
⏳ 01:15 – From flight attendant to gaming: How CX skills transfer across industries
🎮 08:40 – The power of proactive support: Why delivery matters in player experience
🔥 17:20 – Handling difficult players: Setting boundaries while keeping them engaged
📢 24:50 – Taking over Ilyon’s player support: Reducing a 40K backlog & raising CSAT
🔍 31:00 – Identifying and developing talent within CX teams
💡 42:10 – The rise of VIP support: When and how to offer premium service
🤖 46:30 – AI, automation & bots: Where they fit (and where they fail) in support
🏆 53:00 – Building loyalty: Why great support turns casual players into long-term fans
Notable Quotes
🎤 “At the end of the day, when you work with people, you work with people—it doesn’t matter the industry.” – Danielle
🎤 “If you know how to say no properly, people will thank you for it.” – Danielle
🎤 “You don’t need AI to build great player support—you need a team that listens.” – Danielle
🎤 “Great CX isn’t about answering tickets—it’s about building relationships.” – Greg
Resources & Links
🔗 Ilyon Website
🔗 Danielle on LinkedIn
Call to Action
🎧 Enjoyed the episode? Subscribe & leave a review on Spotify, Apple Podcasts, or YouTube!
💬 Join the discussion on LinkedIn – What’s the best player support experience you’ve ever had?
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