Medallia enables hospitality and entertainment leader to analyze real-time customer insights to improve the guest experience across the spectacular MGM Resorts portfolio.
PALO ALTO, CALIF. – Medallia, the global leader in SaaS Customer Experience Management (CEM) solutions, announced its selection by MGM Resorts International to empower all MGM Resorts teams from the frontline to the executive team- to improve the guest and customer experience. Through Medallia’s easy-to-use application, all levels of the organization can leverage insights from real-time feedback and take action to create memorable experiences.
MGM Resorts owns and operates 15 resorts in Nevada, Mississippi, and Michigan, including some of the most distinctive luxury brands on the Las Vegas Strip: Bellagio, Mandalay Bay, MGM Grand, and ARIA. Other investments include MGM Macau, China.
“Guest experience is the key strategic centerpoint in our competitive hospitality industry,” said David Tsai, Vice President of Strategic Operations, MGM Resorts. “We are impressed with the user-friendliness and advanced functionality of Medallia’s SaaS solution. Giving each of our property management teams the ability to actively monitor, analyze, and act on customer feedback is critical for ensuring that we can consistently provide the best possible experience for all of our guests.”
After evaluating multiple options, MGM Resorts selected Medallia for its solution that both captures feedback from thousands of guests each day and delivers intuitive real-time insights and actions back to employees, enabling them to rapidly identify issues, improve processes, and resolve problems. By implementing the Medallia solution, MGM Resorts will be better equipped to fulfill its commitment to place the customer experience at the center of daily operations.
“We are thrilled to welcome MGM Resorts to the Medallia customer family,” said Borge Hald, co-founder and CEO of Medallia. “MGM Resorts properties are famous for their best-in-class service, and they have many of the best and most recognized casino resorts in the world. We’re confident that our solution will help MGM Resorts better identify and respond to the drivers of positive customer experience across its numerous hotels, casinos, restaurants, nightlife venues, and shows, where such insight can yield a critical competitive advantage.”
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