Greg J. Chase
Founder & Chief Thought Provoker
Greg J. Chase is the Founder & Chief Thought Provoker for Experience Strategy Associates, a boutique consulting group he founded to assist organizations with establishing customer and employee feedback strategies and support them in driving change, establishing market presence and achieving new levels of success in revenue, loyalty and satisfaction.
Recently named as one of the Top 10 Most Influential Individuals in Customer Experience & Customer Loyalty, 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 all 30+ MGM Resorts properties worldwide. He also led all consumer feedback strategies a to further drive customer satisfaction and loyalty and lead all efforts to transform the company’s B2B and B2C customer service culture, while bringing customer data to the forefront to make better business decisions.
Greg spent 9 years with MGM Resorts, serving as a leader in the Hotel Operations, Guest Experience, Guest Strategy and Human Resources departments at multiple resorts and the MGM Resorts Corporate Office. An effective and enthusiastic leader, Greg led the successful implementation of several key global company-wide initiatives touching over 87,000 employees and millions of guests world-wide. 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.
Through his work in his new consulting practice, Experience Strategy Associates, Greg has partnered with senior leaders of large publicly traded organizations to identify operational needs and develop transformation strategies and new processes that facilitate growth, performance and revenue increases. Since the company’s launch in mid-2019, Greg has achieved several significant wins for clients, including, championing the design and execution of a tech start-up’s brand strategy & product marketing efforts, positioning the company for a $42M acquisition less than 6 weeks later. He has also driven large scale business transformation initiatives for senior living centers, including establishing cultures of growth and accountability, introducing a new internal service brand and identifying new service standards. Additionally, Greg has led customer feedback implementation and internal utilization strategies for organizations, including a large national gaming and hospitality organization with over 30 properties and 28,000 employees.
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.
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 as a trustee of the Nevada Hotel & Lodging Foundation and is proud share 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 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, Nevada Hotel & Lodging Association and is the former Chairman and current Trustee of the Nevada Hotel Lodging Foundation. In his free time, he enjoys spending time with his two Boxers, Capone & Bugsy.