From Reaction to Reinvention: Redefining Trust and Safety (T&S) in Gaming

Digital gaming platforms face growing challenges in player safety, content moderation, regulatory compliance, and the unintended consequences of generative AI. Despite the intensifying threat landscape, nearly 90% of gaming enterprises report flat or only modest increases in Trust and Safety (T&S) budgets, highlighting the need for scalable, cost-effective approaches. In this context, T&S has shifted from a reactive compliance function to a strategic pillar of product design, player retention, and platform growth.

Based on a survey of 50 global gaming enterprises, this Viewpoint outlines how gaming companies are integrating T&S into early-stage game development, deploying proactive AI-human hybrid moderation models, and aligning with global regulations through robust governance frameworks. It details enterprises’ T&S investment priorities and in-house initiatives that strengthen player protection while preserving authentic gameplay. The report also explores how third-party providers are reducing Total Cost of Ownership (TCO) and complementing internal capabilities. It introduces Everest Group’s DEFEND framework as a best-practice model for building collaborative enterprise-provider partnerships that balance cost, control, and impact.