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  • 4 min

Hospitality’s Future: Grounded in Connection, Powered by Tech

📌 Hotels are incorporating digital onboarding and training to enhance efficiency and sustainability, while also focusing on human-centered service. Eccleston Square Hotel in London and Shashi Hotel in Mountain View, California, exemplify a balance of high-tech features and personalized service. Initiatives include AI chatbots, IoT for smart room controls, and data-driven personalized experiences. Emphasis on human connections in hospitality remains vital, with technology complementing but not replacing personal interactions. Kathleen Lin Hurtubise of AlohaHP champions a blend of technology with the Aloha spirit.
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  • 3 min

Case Study: MGM Resorts Cuts Call Center Search Times by 50%, Achieving 3x ROI with Knowledge Management Overhaul

🏨 MGM Resorts streamlined customer service and operational efficiency with Bloomfire, a centralized knowledge management platform. 55% of call center employees reported increased efficiency, and the average search time was cut by 50%, from over an hour to under 30 minutes per shift. Service quality improved by 55%, with consistency across teams increasing by 80%. A 3x return on investment was achieved within 12 months of implementation, enhancing customer satisfaction and revenue streams for MGM's 800+ customer support agents.
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Starbucks Affected by Blue Yonder’s Ransomware Attack

🧨 BetMGM, a top iGaming and sports betting operator, enhances customer experience by merging BetMGM Reward Points (BRPs) into one account, enabling point mobility across jurisdictions. In August, BetMGM launched the first nationwide single digital wallet in Nevada, allowing seamless funds transfer in all markets where BetMGM operates, except Puerto Rico and Ontario. Users earn BRPs and Tier Credits across BetMGM Sportsbook, Casino, and Poker, redeemable for various rewards. BetMGM operates in 29 markets and emphasizes responsible gaming with tools like GameSense.
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Carrie Walsh Named Subway’s Interim CEO

🎲 BetMGM, an iGaming and sports betting operator, has unified BetMGM Reward Points (BRPs) into one account, enhancing user experience. This move follows their August launch of the first sports betting app offering a single digital wallet in Nevada. BetMGM now operates in 29 markets, including Ontario, Canada, and Puerto Rico. Players can earn rewards through BetMGM Sportsbook, Casino, and Poker, redeemable online, at MGM Resorts, for Marriott Bonvoy Points, and more. Responsible gaming remains a priority, with resources like GameSense integrated into BetMGM's platforms.
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BetMGM Rewards Points Now Combined Into Single, Digital Wallet

💰 BetMGM enhanced customer experience by consolidating BetMGM Reward Points into a single account, allowing points to travel across jurisdictions. In August, BetMGM was the first to offer a single, digital wallet for Nevada bettors, providing seamless nationwide connectivity. CEO Adam Greenblatt emphasized the rewards program's integration with MGM Resorts and partnerships like Marriott Bonvoy. BetMGM operates in 29 North American markets, offering rewards redeemable at physical MGM Resorts or for Marriott Bonvoy Points among other options. Responsible gaming education, including GameSense, remains a focus for BetMGM.
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