Viejas Casino & Resort has embarked on a transformative journey to elevate its customer experience (CX) through strategic partnerships and cutting-edge technology solutions. In collaboration with ComOps, a leading CX solutions provider, Viejas aims to leverage the Medallia Experience Cloud to gain profound insights into guest and team member sentiment, ultimately enhancing overall customer service.
Partnership with ComOps
ComOps, renowned for its expertise in CX solutions, will spearhead the transition from Qualtrics to the Medallia Experience Cloud at Viejas Casino & Resort. This platform empowers businesses to collect and act upon customer feedback, facilitating data-driven decision-making to bolster customer satisfaction and foster growth. Anthony G San Pietro, SVP of Marketing, Entertainment & Advertising at Viejas, expressed excitement about the transition, emphasizing the platform’s capability to correlate team member engagement with customer experience, thereby propelling Viejas to new heights.
Insights and Benefits
The Medallia Experience Cloud equips Viejas with a holistic view of customer feedback, enabling the identification of key areas for improvement. By delving into guest sentiments and team member engagement levels, Viejas can tailor its services to meet evolving customer expectations, thereby solidifying its position as an industry leader in customer service excellence. George Polyard, ComOps VP of CX, commended Viejas’s commitment to the project, foreseeing substantial return on investment (ROI) driven by the casino’s dedication and enthusiasm.
Leadership Reinforcement at ComOps
ComOps further solidifies its commitment to excellence by appointing Sofya McIntosh as the new SVP of Sales & Customer Success. With an extensive background spanning over 25 years in hotel operations and technology sales leadership, McIntosh brings invaluable expertise to the table. This strategic appointment underscores ComOps’s dedication to enhancing client success and driving growth through tailored solutions and unparalleled support.
Previous Endeavors: Partnership with OPTX
In December 2022, Viejas Casino & Resort forged a strategic alliance with OPTX, a pioneering casino intelligence platform. This collaboration entailed the implementation of various OPTX solutions, including Slots AI, Slot Dispatch, Player Development, and Connect. Designed to optimize the casino floor, these solutions leverage advanced analytics to offer slot change recommendations and invaluable player insights, empowering Viejas to maximize operational efficiency and elevate the gaming experience for its patrons.
The strategic partnership between Viejas Casino & Resort and ComOps, coupled with the adoption of cutting-edge technology solutions, underscores Viejas’s unwavering commitment to delivering unparalleled customer experiences. By leveraging the Medallia Experience Cloud and previous collaborations with industry leaders like OPTX, Viejas is poised to redefine the standards of excellence in the casino industry, driving sustainable growth and fostering lasting customer relationships.