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American Place Casino Leverages ComOps to Revolutionize Customer Experience with Medallia Experience Cloud

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In a strategic move to gain deeper insights into guest sentiment and enhance their customer service impact American Place Casino, a Full House Resorts property, has partnered with ComOps, a leading customer experience (CX) solutions provider. The emphasis of this strategic partnership lies in ComOps assuming oversight for the renowned Medallia Experience Cloud, a distinguished leader in experience management, as recognized in the Forrester™ Wave Report.

ComOps, led by Vice President of CX, George Polyard, has played a pivotal role in implementing the Medallia Experience Cloud and crafting a tailored strategy to cater to American Place Casino’s unique requirements. This collaboration marks a significant milestone in American Place Casino’s commitment to understanding and improving customer experiences.

“ComOps sets itself apart with a clear vision and exceptional execution,” stated Jeff Babinski, Vice President & General Manager at American Place Casino. “Our expectations were high for what an experience management tool could achieve, and this tool has surpassed them. It enables property leaders to grasp guest sentiments in real-time and, when necessary, engage directly with guests to commend their positive experiences or delve into any service shortcomings they encountered.”

In less than 12 months, 17,000+ surveys have been completed and with an impressive 28.3 percent response rate, ComOps has precisely gauged both employee and customer sentiments.

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By segmenting this key metric by loyalty tier, ComOps enables American Place Casino to tailor strategies for different player levels, prioritizing our highest-tier players. Additionally, this data has empowered us to benchmark our online performance against competitors effectively.

By harnessing the power of the Medallia Experience Cloud, American Place Casino is revolutionizing its customer experience journey. The Medallia Experience Cloud is a cutting-edge platform designed to collect, analyze, and act upon customer feedback, allowing businesses to make data-driven decisions that enhance customer satisfaction and drive growth.

Since launching, American Place Casino has sent 3,400 email responses to guests based on their feedback – with more than 1,000 of those responses spread across nine employees.

ComOps’ expertise in CX and their ability to seamlessly integrate the Medallia Experience Cloud have enabled American Place Casino to embark on this transformative journey confidently. George Polyard, Vice President of CX at ComOps, expressed his enthusiasm for the partnership, stating, “Jeff and his team at American Place Casino have truly embraced the new application. Their dedication to measuring customer and employee engagement shows how they prioritize service excellence.”

This partnership signifies American Place Casino’s commitment to staying at the forefront of customer experience management and underscores their dedication to continually improving the quality of service they provide to their customers.

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Arizona

Arizona Department of Gaming Reports $43.6 Million in Tribal Gaming Contributions for the Fourth Quarter of Fiscal Year 2024

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Arizona Department of Gaming Reports $43.6 Million in Tribal Gaming Contributions for the Fourth Quarter of Fiscal Year 2024

 

The Arizona Department of Gaming (ADG) announced today $43,586,004 in tribal gaming contributions to the Arizona Benefits Fund for the fourth quarter of Fiscal Year (FY) 2024. This amount represents an approximate 3.3 percent increase when compared to the same quarter of FY 2023.

“Celebrating yet another remarkable milestone in tribal gaming, we are thrilled to announce that Arizona has witnessed yet another record-breaking year,” said Jackie Johnson, Cabinet Executive Officer, ADG. “With a record contribution of $157.2 million to the Arizona Benefits Fund, our tribal partners have once again demonstrated their unwavering commitment to the prosperity of our state and local communities. We extend our heartfelt gratitude to our tribal partners for their continued dedication and collaboration.”

The Arizona Benefits Fund receives 88 percent of tribal gaming contributions, providing significant dollars to support instructional improvement in schools, trauma and emergency care, tourism, and wildlife conservation throughout the state.

Tribal gaming contributions to the Arizona Benefits Fund for the 4th quarter of the State’s FY 2024 are as follows:

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Instructional Improvement Fund/Education ………………………………………………….. $22,474,451
Trauma and Emergency Services Fund ………………………………………………………….. $10,861,632
Arizona Department of Gaming operating costs ………………………………………………. $3,308,133
Arizona Wildlife Conservation Fund ……………………………………………………………….. $3,103,324
Tourism Fund ………………………………………………………………………………………………. $3,103,324
Problem Gambling Education, Treatment and Prevention …………………………………… $735,140

FY 2024 Qtr 4 Total: Tribal Gaming Contributions to the Arizona Benefits Fund….. $43,586,004

 

Per the Arizona Tribal-State Gaming Compacts, tribes with casinos also contribute a percentage of their Class III gross gaming revenue to cities, towns, and counties. Total tribal contributions to the Arizona Benefits Fund in addition to cities, towns, and counties in the state has amounted to over $2.2 billion since FY 2004. Currently, there are 25 Class III casinos in Arizona, which ADG regulates in partnership with Arizona tribes.

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Latest News

Aristocrat Gaming Unveils Official Partnership with Dallas Cowboys

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Aristocrat Gaming and the Dallas Cowboys announced a multi-year partnership naming the company an Official Partner of the Cowboys. As an Official Partner, Aristocrat Gaming will have prominent signage throughout the stadium year-round, including in-stadium, on the concourse, and in-game branding. Additional features will include in-game promotions, digital integrations, and game-day activations at AT&T Stadium.

The news of this partnership further accentuates the game-changing multi-year slot licensing agreement with Aristocrat Gaming and the National Football League (NFL). The player-favorite NFL-themed games are available to play at casinos nationwide and have demonstrated proven performance. The team-selectable feature on the games allows fans a new way to engage with their favorite team, the Dallas Cowboys, both in the stadium and on the reels.

“We are proud to be the newest partner of the Dallas Cowboys, one of the world’s premier sports and entertainment organizations with a proud championed history, much like Aristocrat Gaming’s. With the success of the NFL Slots portfolio, we have been able to bring the excitement of fan-favorite teams like the Dallas Cowboys to casino floors across the country. We look forward to bringing even more innovative experiences to fans through this partnership,” Hector Fernandez, CEO of Aristocrat Gaming, said.

“The Cowboys are excited to partner with Aristocrat Gaming to bring even more ways to entertain our fans. We pride ourselves on aligning with world-class partners, and Aristocrat Gaming has been a trailblazer in the gaming industry for decades. We are thrilled to work with the Aristocrat team on activation and branding opportunities throughout the year and to have our Cowboys marks featured on their slot machines nationwide,” Chad Estis, Executive Vice President of Business Operations of the Dallas Cowboys, said.

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“As The Official Casino of the Dallas Cowboys, WinStar World Casino & Resort is ecstatic to have Aristocrat Gaming as the newest member of the Dallas Cowboys family. The top-performing NFL Slots make this partnership a natural fit and we look forward to bringing new experiences to our patrons as a result of this announcement,” Jack Parkinson, President of WinStar World Casino & Resort, said.

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Industry News

Navajo Gaming Appoints John James as Chief Executive Officer

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Navajo Gaming has appointed John James as its Chief Executive Officer.

John James brings more than two decades of professional gaming and hospitality experience to Navajo Gaming. He previously served as CEO of River Rock Entertainment Authority in Geyserville California. There he exemplified his strong leadership skills by identifying and implementing innovative operational improvements to grow revenue while improving morale through thoughtful strategic direction and mentoring.

Prior to that, he led numerous tribal casinos including serving as CEO of Muckleshoot Casino Resort in Washington, CEO of Soboba Casino Resort in California, COO of Morongo Casino Resort & Spa in California, and CEO of Gila River Gaming Enterprises in Arizona. Additionally, he has served in leadership positions for Seminole Gaming Inc., Pechanga Resort and Casino, and various successful Station Casino properties.

As CEO of Navajo Gaming, John James will oversee and manage Navajo Gaming properties in New Mexico and Arizona, as well as ensure that Navajo Gaming policies and objectives are met. His three main objectives are to strengthen Navajo Gaming and the hospitality economy, return revenue to the Navajo Nation, and provide additional jobs to members of the Navajo Nation.

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“Navajo Gaming has grown to a multi-million-dollar enterprise over the past 15 years. John James brings extensive gaming and management experience and leadership qualities to lead Navajo Gaming. James has been widely recognized as the industry’s ‘best of the best’ for his exceptional strategic and positive impact. He will stimulate continued growth and success for Navajo Gaming as we remain focused on job creation and enhancing the Navajo economy,” Quincy Natay, Chairman of the Navajo Gaming Board of Directors, said.

“I am honored to serve Navajo Gaming’s team and guests under the stewardship of the board and alongside such a strong management team. Our industry is transforming rapidly and there is tremendous opportunity for Navajo Gaming to capitalize on opportunities, elevate guest experiences and solidify our reputation as exceptional destinations where memories are made,” John James said.

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