---
type: Article
title: Winning the CX Game
resource: https://ponticasolutions.com/fr/winning-the-cx-game/
tags: [Case studies]
timestamp: 2025-12-09T11:29:06+00:00
---

# Winning the CX Game

Pontica partnered with a Bandai Namco to build a c**entralized, player-first CX operation that could keep pace with rapid updates, rising player expectations, and constantly evolving community needs**.

![](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)

**Our Client **

**Bandai Namco is a renowned Japanese game publisher,** known worldwide for its iconic titles and loyal fan communities. With a diverse global audience and fast-moving development cycles, the company needed a unified support model capable of delivering consistent, multilingual, and highly agile player experience.

**The Challenge **

The client needed more than traditional multilingual support. They required:

- A centralized CX structure that could replace fragmented workflows across regions.
- A team of gamer-trained specialists who understand gameplay, updates, and community dynamics.
- Flexible processes that could adapt quickly to new patches, content drops, and trends.
- Expanded support coverage and new engagement channels to better serve a global player base.

To maintain player loyalty, **the company needed a partner capable of building a high-performance, player-centric support ecosystem from the ground up.**

**Impact**

In under six months, Pontica created a dedicated CX department staffed by passionate gamers and supported by scalable processes, multilingual coverage, and expanded engagement channels. **The result was a unified operational model, significantly faster response times, a stronger connection with players, and a player-first culture recognized across the industry.**

---

Source: https://ponticasolutions.com/fr/winning-the-cx-game/

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