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Agenda & Speakers

Pre-Conference Roundtable - MGM Resorts | Understanding Metrics

This session will focus on the topic of understanding metrics. 

Key points will include:
• Creating a Loyalty Metric/Loyalty NPS
• Attribution
• Determining, measuring, updating KPIs
• Engagement rate by individual channel
• Response rates versus impacting revenue
• Attrition
• Fraud
• Incremental lift


Greg Chase, Vice President of Guest Strategy & Insights, MGM Resorts International

Greg Chase is Vice President of Guest Strategy & Insights for MGM Resorts International. In this role, Greg is responsible for designing, measuring and implementing the guest experience strategy for MGM Resorts properties worldwide. He also oversees consumer feedback strategies to further drive customer satisfaction and loyalty.

Greg has been with MGM Resorts since 2010, serving as a leader in the Hotel Operations, Guest Experience and Human Resources departments at ARIA Resort & Casino, New York-New York Hotel & Casino and the MGM Resorts corporate office. An effective and enthusiastic leader, Greg led the implementation of several key companywide initiatives, including the transformation of the company’s guest service standards across its entire portfolio.Greg’s background includes more than 12 years of hotel operations, food & beverage, human resources and guest service experience. Prior to joining MGM Resorts, Greg held leadership positions at the Walt Disney World Resort in Orlando, where he was responsible for creating innovative solutions and driving improvements in guest satisfaction scores at multiple Walt Disney World Resorts.

Agenda Overview

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