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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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Compliance Updates

IGSA Welcomes Sharp Vision as Silver Member

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The International Gaming Standards Association (IGSA) has welcomed Sharp Vision as a new Silver member. Sharp Vision is a leading provider of regulatory turnkey solutions for gaming authorities.

“We are delighted to be a part of IGSA and we look forward to contributing to the advancement of best practices among regulators in the fast-growing gaming industry,” Damien Raymond, COO of Sharp Vision, said.

“IGSA is very excited to welcome Sharp Vision to our membership. We believe that IGSA Standards can enhance Sharp Vision’s products supporting regulatory authority oversight. We look forward to their participation in IGSA committees,” Mark Pace, President of IGSA, said.

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BigCash Goes Global with Launch in Brazil

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BigCash, India’s leading online skill-based real money gaming company, has set its sights on global expansion and aims to offer an unparalleled gaming experience to users worldwide. The global skill-based gaming market is estimated to grow annually at a CAGR of 13.50% and will be valued at USD 106.78 billion, by 2032. Building on its success in India, BigCash is poised to introduce its entertaining games to global audiences, uniquely blending local flavors with its hallmark innovative gameplay.

BigCash started its journey in 2017 and has quickly become players’ preferred choice, by strategically focusing on launching new games and features regularly and due to its superfast and user-friendly interface. Being a multi-gaming app, it offers a wide range of games tailored for all age groups. With popular Indian card games, like poker, rummy, and call break with regional variations; casual games like ludo, ice blaster, fruit chop, along with fantasy cricket, the platform resonates deeply with the players of Bharat.

Continuing on the mission to take Indian technology global and to reach a wider global gaming audience, BigCash, after months of an in-depth market study, had set its views on expanding its global presence with in-house developed and tailored gaming technology and experience. BigCash presently operates in Brazil, besides India.

One of the key reasons behind BigCash’s entry into the Latin American market is the region’s immense potential for growth in the gaming sector. Brazil, in particular, has emerged as a hotspot for gaming companies due to its large population, favorable demographics, and a growing middle class with disposable income.

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BigCash’s global expansion plans include multiple launches in Latin America, Asia, and Africa over the next 12 months. BigCash plans to offer local and international flavors, customized specifically for each country, with a focus on Responsible Gaming and other trust measures, to ensure a deeper bonding with the players.

Ankur Singh, CEO of BigCash, said: “Going global has been part of our strategic planning always; with our launch in Brazil, we have just taken the first step. We are aspiring to be present in 8 countries in the next 12 months. The competitive landscape in Latin America’s gaming industry presents both opportunities and challenges. BigCash is a perfect fit for the Latin American gaming landscape due to our stronghold on tech, which allows product customizations, easy-to-play online games, a supersafe and fast experience; we are already gaining a lot of organic traction.”

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Michigan Lottery Transitions to 1-800-GAMBLER for Responsible Gaming Support

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The Michigan Lottery announced that it will transition to the National Problem Gambling Helpline, 1-800-GAMBLER for responsible gaming support. This aligns the agency with the Michigan Gaming Control Board and other online gaming platforms operating in Michigan in promoting 1-800-GAMBLER. The 1-800-GAMBLER helpline will replace the Michigan Problem Gambling Helpline currently in circulation (1-800-270-7117), although the previous number will remain in operation.

“The Lottery is committed to providing Michiganders with easy access to resources that support responsible gaming. By transitioning to 1-800-GAMBLER, we are able to ensure that Michigan residents can reach specially trained staff who can provide confidential professional support, local referrals, and resources to those who may have a gambling problem,” said Lottery Commissioner Suzanna Shkreli.

Operated by the National Council on Problem Gambling (NCPG), 1-800-GAMBLER is the world’s largest problem gambling helpline network by call volume, population served, and geographic area covered. The helpline connects people and families impacted by problem gambling with professional support, local referrals, and resources.

Calls made to 1-800-GAMBLER from Michigan will be routed to the Michigan Department of Health and Human Services. The helpline can also be reached by texting 800GAM or chatting online at 1800gamblerchat.org. Trained contact center staff are available 24/7, 365 days a year to provide support, guidance, and relevant information to anyone seeking help related to problem gambling. Additionally, players or their family members may connect to support resources such as live chat, text, and the helpline number by selecting the links in the footer of the Lottery’s website.

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The Michigan Lottery was the first lottery in the US to achieve the Internet Responsible Gambling Compliance Assessment Program certification through NCPG in October 2015. The NCPG evaluated the Lottery’s compliance with Internet Responsible Gaming (IRG) standards developed based on best practices from jurisdictions around the world. IRG standards are the highest standards for online responsible gaming in the nation.

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