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.

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.

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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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Scientific Games has named Amy Steinman as the company’s new Chief Human Resources Officer and the newest member of the company’s executive leadership team. An experienced strategic and hands-on HR professional, Steinman will lead the global lottery company’s growing workforce of 3,000 employees in 16 countries through its next era of transformation to serve government-regulated lotteries and partners on six continents.

Steinman joins Scientific Games following a 25-year career with Koch Industries, a world-leading, privately held company with 120,000 employees and 11 operating companies, most recently serving as the Koch Industries executive responsible for integrating Infor, a newly acquired multitenant SaaS business, into Koch, overseeing organizational design, talent development and building a values-based, collaborative global culture.

Previously, she served in the role of Business Transformation Change Management Executive, developing Koch’s change leadership approach for global, enterprise-wide digital and process transformation initiatives. Steinman has also held HR leadership roles at INVISTA and Georgia-Pacific.

Pat McHugh, CEO of Scientific Games, said, “Amy is a seasoned, energetic people leader with deep experience working across all areas of HR. She has a track record of building successful, high-performing global teams and industry-specific operating models to create a platform for the organization’s growth. Our entire executive leadership team looks forward to what we can accomplish together, further empowering Scientific Games to thrive.”

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Steinman is a passionate, collaborative HR professional with leadership experience spanning a broad area, including cultural development, change management, compliance, operations, HRIS systems, manufacturing, compensation, benefits and recruiting.

Scientific Games is a trusted partner to 150 lotteries in 50 countries around the globe, providing games, technologies, analytics and services that responsibly drive maximum returns to their beneficiary programs.

Supremeland Gaming, Inc., the emerging brand in American iGaming, is pleased to announce Staffan Lindgren’s appointment to its Board of Directors.

Lindgren brings over 20 years of experience and a wealth of expertise in iGaming, notably as co-founder of NYX Interactive (later NYX Gaming Group), a major player in the iGaming industry. He has also held numerous previous board positions in both public and private companies in the iGaming sector and is poised to have a material impact on Supremeland’s strategic vision and growth plans.

“We are thrilled to welcome Staffan to our Board,” said Johan Apel, Executive Chairman at Supremeland Gaming. “He will undoubtedly strengthen our board and provide invaluable insights as we continue to innovate and expand in the rapidly evolving US iGaming market.”

Lindgren joins Supremeland at an exciting time. The company continues to experience rapid growth with the announcement of four US license approvals and the release of multiple iGaming titles in New Jersey and Michigan. The team also took home the “Slot Debut” award at the 2024 CasinoBeats Game Developer Awards. The winning title, Munition Mine, is the debut title from Powderkeg Studios, a Supremeland Gaming Studio.

Lindgren expressed his enthusiasm for his new role, stating, “I am honored to join the esteemed board of Supremeland Gaming and look forward to collaborating with the talented and innovative team to drive the company’s success to new heights. I am eager to help Supremeland navigate and capitalize on the fantastic opportunity that lies ahead in the US iGaming market.”