Jonathan Shroyer is the CEO and Co-Founder of Quimbi, a customer experience technology company transforming how gaming brands engage players through AI-driven personalization. With more than 20 years in tech and customer service leadership — from Microsoft and Autodesk to Postmates and Kabam — Jonathan brings a unique perspective on how empathy, data, and automation can coexist to create next-level customer experiences.

In this episode of The Business Mic, Jonathan discusses the evolution of customer support in the gaming industry and how Quimbi's AI engine delivers hyper-personalized engagement at scale. He explains how most game publishers struggle to make players feel valued due to the sheer size of their user base — often in the millions. Quimbi changes that by integrating directly with game systems, CRMs, and communication tools to deliver real-time, personalized responses that feel human, even when powered by AI.

Jonathan also explores the direct business impact of improving post-sale engagement — from 50% increases in repeat sales to 30% higher order values and better App Store ratings. He explains how Quimbi's "one-stop engagement layer" helps agents work smarter, cutting response times from hours to minutes while empowering them to act as architects of experience rather than just support staff.

Reflecting on his journey, Jonathan shares key lessons from building Quimbi — including shifting industry mindsets from reactive support to proactive player engagement, developing an agnostic tech stack that integrates seamlessly across systems, and identifying high-impact clients that can realize immediate ROI through better customer experiences.

Finally, as both a tech innovator and lifelong gamer, Jonathan offers a deeply personal take on why gaming — for him — represents not just entertainment, but focus, clarity, and creativity. For leaders and CX professionals alike, this episode offers a powerful look into the future of AI, personalization, and player-centric experience design.