Creating a fully integrated customer experience at Resorts World Vegas

Scott Sibella claims Resorts World Vegas will “break the mold” for Strip properties. Here, his team discusses the work carried out behind the scenes to make this possible.

As a newcomer to Las Vegas, the property has no legacy in the city. While this provides an opportunity to do something entirely different, it also requires an approach that sees results quickly.

To achieve this, the property aims to do away with the traditional product-driven, siloed casino model by creating an integrated approach to everything offered on-property, for a digitised, modern and integrated customer experience. By introducing elements to gamify the loyalty programme, the team aims to encourage spend across all amenities offered on-site.