Viejas Casino and Resort has announced a new partnership with ComOps, which will see the property transition from its current customer experience solutions provider, Qualtrics, to the Medallia Experience Cloud. Viejas Casino and Resort will attempt to use the collaboration to gain insight on team member sentiment as well as guest sentiment in hopes of improving the impact of its customer service.
The partnership will emphasize ComOps assuming oversight for the Medallia Experience Cloud and assisting Viejas Casino and Resort with the implementation of the experience management system.
“Working with ComOps is going to be transformational,” Viejas Casino and Resort SVP of Marketing, Entertainment and Advertising Anthony San Pietro said.
“We are thrilled to be transitioning to the cutting-edge Medallia Experience Cloud. Being able to find the relationship between team member engagement and customer experience in one platform is what Viejas needed to get to the next level.”
The Medallia Experience Cloud is designed to collect, analyze and act upon customer feedback, which should allow businesses to make decisions regarding customer satisfaction based upon data generated from the Cloud.
“The team at Viejas Casino and Resort are some of the best operators in the business and their focus and enthusiasm for this project is sure to help them rapidly find return on investment,” ComOps VP of Customer Experience George Polyard said.
The Viejas Band of Kumeyaay Indians owns and operates Viejas Casino and Resort, while also holding ownership in Viejas Outlets and Ma-Tar-Awa Recreational Vehicle Park.
The move also follows recent personnel appointments made by ComOps, as the provider named Sofya McIntosh as its new SVP of Sales and Customer Success on May 14.