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MGM Resorts International Selects Medallia to Improve Customer Service

November 21, 2013

MGM Resorts International, a hospitality company, has selected Medallia’s Customer Experience Management (CEM) solutions to empower its employees with right hospitality and entertainment solutions and applications, especially all MGM Resorts teams –from the frontline to the executive team– to the guest and customer experience. MGM Resorts has done this partnership with Medallia to improve the customer/guest experience across all its resorts.

Medallia's easy-to-use application will help MGM Resorts International to leverage insights from real-time feedback and take action to create memorable experiences.

MGM Resorts International  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. The company has investments in MGM Macau, China.

David Tsai, vice president of Strategic Operations, MGM Resorts said, " Guest experience is the key strategic centerpoint in our competitive hospitality industry, 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."

MGM Resorts has selected Medallia to be its partner, after evaluating its solutions and applications thoroughly. Medallia’s solutions will help MGM Resorts to capture 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. In this way, MGM Resorts will be better equipped to fulfill its commitment to place the customer experience at the center of daily operations.

Borge Hald, co-founder and CEO of Medallia said in a statement, “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."

Edited by Cassandra Tucker