Greg J. Chase
Founder & Chief Thought Provoker
Named one of the Top 10 Most Influential Individuals in Customer Experience and Customer Loyalty in 2019, Greg Chase is the Founder & Chief Thought Provoker of Experience Strategy Associates, a boutique consulting group created to help organizations build the right strategy, enable the right tools, tell their compelling story and take action utilizing targeted insights. Greg has experience in both Fortune 100 and 500 organizations, bringing each an innovative approach to presenting data to drive actionable business results.
Greg most recently served as the Corporate Vice President of Guest Strategy & Insights for MGM Resorts International. In this role, Greg was responsible for designing, measuring and implementing the guest experience strategy for their over 30 MGM Resorts properties worldwide. He also led an innovative approach to combine marketing consumer research and consumer feedback strategies to further drive customer satisfaction and loyalty.
Through his tenure at MGM Resorts, he served as a leader in the Hotel Operations, Guest Experience and Human Resources departments at multiple luxury properties and the MGM Resorts Corporate Office. An effective and enthusiastic leader, Greg led the implementation of several key global company-wide initiatives, including the transformation of the company’s guest service culture across its entire portfolio as well as the launch of the first company-wide service recovery program which provided innovative tools to over 87,000 employees globally.
Greg’s background includes more than 15 years of hotel operations, food & beverage, human resources, gaming and guest service 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.
Well-known and respected throughout the community, Greg was included in Vegas INC’s 2018 40 Under 40 Awards, which honors “Influential young Las Vegans who are helping improve Southern Nevada.” Greg also serves on the Board of Directors for the Nevada Hotel & Lodging Association, serves as the first Chairman of the Nevada Hotel & Lodging Foundation and is a faculty member of UNLV’s William F. Harrah College of Hospitality Administration.
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 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. Greg is also a 2017 graduate of the Leadership Las Vegas program and is an active member of the Customer Experience Professionals Association.