In this episode of Game Changers: The Future of Play, host Toni Callahan sits down with Derrick Gennrich, Player Experience Manager at Eleventh Hour Games, to explore what it really takes to support live games and player communities at scale. With more than 15 years in the gaming industry—and leadership roles at studios like Valve, Epic Games, and Iron Galaxy—Derrick shares his journey into gaming and the lessons he’s learned building player support and experience teams for games relied on by millions of players worldwide.
The conversation dives into what great player experience looks like today, the realities of operating live-service games, and how automation and emerging technologies are reshaping player support and internal workflows. Derrick offers practical insights and actionable advice for studios and executives navigating these challenges, before wrapping up with a fast-paced rapid-fire segment covering favorite games, essential tools, and the trends in gaming and AI that excite him most. The episode delivers a thoughtful and energetic look at how player-centric design and smart operations can define the future of play.