Greg J. Chase is the Founder & CEO of Experience Strategy Associates, a boutique consulting group focused on assisting organizations with customer experience and branding strategy. Recently named one of Loyalty 360’s Top 10 Most Influential Individuals in Customer Experience & Customer Loyalty, Greg is an expert when it comes to customer and employee strategy. He previously served as Corporate Vice President of Guest Strategy & Insights for MGM Resorts International, departing May 2019. In this role, 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’s B2B and B2C customer service culture and focused on bringing customer data to the forefront of the business strategy.
Greg spent nine years with MGM Resorts, serving as a leader in Hotel Operations, Guest Experience, Guest Strategy and Human Resources 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. 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.
Since Experience Strategy Associates’ launch in May 2019, Greg has partnered with senior leaders of large, publicly traded organizations 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 for senior living centers, including establishing cultures of growth and accountability, introducing new internal branding, identifying new service standards and building processes to operationalize the service experience across the organization. Additionally, Greg has led customer feedback implementation and internal utilization strategies for organizations, including multiple large global gaming and hospitality organizations with more than 80,000 employees and 20+ properties worldwide.
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. Greg and his partners in these activations are currently nominated for over eleven awards for the impact they have made in the community.
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. Greg has had the privilege of delivering keynote speeches for audiences of thousands of conference attendees over the last 5 years. Most recently he has delivered engaging and dynamic presentations for brands such as Interior Design Magazine, Medallia, Inc, MGM Resorts International, the International Luxury Hotel & Lodging Association and the Nevada Hotel & Lodging Association.
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.