Скачать с ютуб [Webinar Replay] Transforming Customer Experience: Insights from Gila River Resorts and Casinos в хорошем качестве

[Webinar Replay] Transforming Customer Experience: Insights from Gila River Resorts and Casinos

Enhancing customer experience (CX) is paramount in the ever-evolving hospitality industry. ComOps recently held a live webinar in which Gila River Resorts and Casinos shared their journey of improving customer satisfaction through a comprehensive CX program. This initiative, developed in collaboration with ComOps and powered by the Medallia platform, provides valuable insights for any business looking to elevate its CX strategy. The webinar, hosted by George Polyard from ComOps, explored Gila River’s CX strategies and outcomes. During the session, Greg DiVincent, Corporate VP of Marketing, and Kami Best, Learning and Development Manager at Gila River Resorts and Casinos, discussed their transformative journey toward enhancing customer interactions. Follow ‪@GilaRiverResortsCasinos‬ Key Moments [00:00:00] Introduction and Webinar Overview [00:01:30] Guest Introductions: Greg DiVincent & Kami Best [00:02:15] History of Gila River Resorts & Casinos [00:04:26] Why Gila River Implemented a CX Program [00:06:53] Initial Insights from the CX Program [00:08:50] Operational Changes Based on Customer Feedback [00:11:25] The Value of Partnering with ComOps & Medallia [00:14:19] Trust and Industry Expertise in CX Implementation [00:16:19] How CX Data Impacts Marketing and Loyalty Programs [00:19:06] Using Guest Feedback to Improve Casino Operations [00:22:42] Adapting Service Based on Guest Trends [00:24:26] Future Plans for Expanding CX Efforts [00:28:03] Challenges Faced During CX Implementation [00:31:47] Handling Feedback from High-Stakes/VIP Guests [00:34:12] Gaining Internal Buy-In for the CX Program [00:36:27] Final Thoughts and Takeaways [00:37:29] Closing Remarks and Contact Information #comops #customerexperience #gilaresortandcasio #medallia ______ ComOps provides both strategic consulting and operational support for hotels, casinos and organizations that value elevated levels of customer service. Want to hear more or ready to talk? Connect with us here https://www.comops.com/contact-us