The right way.
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Greg J. Chase has recently joined the Qualtrics team as an XM Catalyst (Thought Leader) within the XM Institute. Greg is an expert when it comes to customer, employee and brand strategy and was named one of Loyalty 360’s Top 10 Most Influential Individuals in Customer Experience & Customer Loyalty. Prior to joining the Qualtrics team, Greg owned his own consulting firm, Experience Strategy Associates and previously served as Corporate Vice President of Guest Strategy & Insights for MGM Resorts International. Greg is very active internationally and has led global RFP responses for Integrated Resorts across Asia, the United States and Japan. Greg is best known for his innovative approach to creating buy-in and engagement around experience driven strategies, having successfully led customer and employee experience transformations that have touched over 500,000 employees world-wide.
While consulting through Experience Strategy Associates, Greg partnered with senior executives of Fortune 100 and 500 companies as well as unions and non-profits across all industries and lines of business to identify operational needs and develop strategies and processes that facilitate growth in team member and guest satisfaction, operational performance and revenue. His company has achieved several significant wins for clients, including championing the design and execution of a tech start-up’s brand strategy and product marketing efforts and positioning the company for a $42 million acquisition less than 6 weeks later. He also has driven large-scale business transformation initiatives in healthcare, CPG, tech, retail, cruise lines, unions and more, which included establishing cultures of growth and accountability, introducing new internal branding, identifying new service standards and building processes to operationalize the service experience across organizations large and small. Additionally, Greg has led customer and employee feedback implementations and internal adoption strategies for organizations, including multiple large global gaming and hospitality organizations with more than 100+ properties worldwide.
Greg spent nine years with MGM Resorts, serving in executive roles in Hotel Operations, Guest Experience, Guest Strategy and HumanResources at multiple resorts and their corporate office. An effective and enthusiastic leader, he led the successful implementation of several key, global company-wide initiatives touching more than 90,000 employees and millions of guests. As the executive sponsor of the global CX program, Greg was responsible for designing, measuring and implementing the guest experience strategy for more than 30 MGM Resorts International properties worldwide. He also led all consumer feedback strategy, oversaw efforts to transform the company’sB2B and B2C customer service culture and aligned experience and operational data to the forefront of the business strategy.
Greg’s background includes more than 15 years of experience; prior to joining MGM Resorts, Greg held leadership positions in Food & Beverage and Resort Operations at the Walt Disney World Resort in Orlando, FL.
In early 2020 as the global pandemic began impacting businesses and communities at unprecedented levels, Greg led the charge to unite community and political leaders, friends and colleagues to produce state and nation wide activations highlighting the entertainment communities to help cascade innovative messaging on the importance of mask wearing and leveraging safety tools such as contact tracing apps to help slow the spread of COVID-19. Greg has designed and executed multiple innovative and inspirational activations and PSA campaigns for the Nevada Governor’s COVID-19 Task Force, Hospitals, Community Groups and various industry organizations, earning millions of impressions and over 1.5M in media value through these innovative activations. Based on the impact to the community, Greg and his partners in these activations have received over 30 national awards for their efforts in effective crisis communications. Because of these selfless contributions to the community, Greg has been elected President of the Public Relations Society of America Las Vegas Valley Chapter for 2022,
Well-known and respected throughout the community, Greg currently serves as a trustee of the Nevada Hotel & Lodging Foundation and proudly shares his vast expertise as a faculty member of UNLV’s William F. Harrah College of Hotel Administration and the University of Missouri-Columbia Hospitality College. Greg also was honored as a recipient of Vegas INC’s 2018 40 Under 40 and is a graduate of the 2017 Leadership Las Vegas program. He also serves as the Vice-Chairman of the Industry Advisory Board for the University of Missouri-Columbia Hospitality Management College focused on curriculum development, college marketing and development strategies. Greg has had the privilege of delivering keynote speeches for audiences of thousands over the last 5 years. Most recently he has delivered engaging and dynamic presentations for brands such as Interior Design Magazine, MGM Resorts International, the International Luxury Hotel & Lodging Association, the Nevada Hotel & Lodging Association and more.
Greg holds a master’s degree in Organizational Psychology from Capella University and a bachelor’s degree in Hospitality from the University of Missouri-Columbia. He is also certified by the Protocol School of Washington, the only accredited Etiquette & Protocol School in the United States, as both a Corporate Etiquette & International Protocol Consultant and Protocol Officer. In his free time, he enjoys traveling the world and spending time with his two Boxers, Capone & Bugsy.