Case Study: Square Enix optimizes fan experience for the Final Fantasy VII Remake launch with Talkwalker

How Square Enix launches a video game while optimizing for the fan experience

Square Enix, the publisher behind blockbuster franchises like Final Fantasy, faced the challenge of launching FINAL FANTASY VII REMAKE while keeping fans engaged and protected from friction points across pre‑launch hype, a pandemic-era launch (remote teams and reduced in‑store shopping), and ongoing issues like bugs or server outages. Delivering the right content, managing expectations on launch day, and quickly assessing the scale of any fan-facing problems were all critical to the fan experience.

Using Talkwalker’s social listening and sentiment tools, Square Enix tracked where fandoms and positive content were bubbling up, prioritized the content that resonated pre‑launch, and issued more transparent communications on shipping delays at launch. Post‑launch they surfaced user‑generated content and influencers to boost engagement and relied on real‑time monitoring to scope and respond to bugs or outages — improving engagement, speeding response, and helping sustain momentum for the title and the broader franchise.

Square Enix