Greg Chase
Author Bio
Greg Chase is an XM Catalyst with Qualtrics XM Institute. He has led the successful design, development, and implementation of innovative global customer experience, culture transformation, and employee experience strategies centered around operationalizing experience and operational data to achieve greater business results. Greg has presented keynote speeches on experience management around the world and in 2019 was named one of Loyalty 360’s Top 10 Most Influential Individuals in Customer Experience & Loyalty. Prior to joining the Qualtrics XM Institute, Greg owned an award-winning global consulting practice, Experience Strategy Associates, and was the Corporate Vice President of Guest Strategy & Insights for MGM Resorts International where he acted as the executive sponsor of all CX initiatives and strategies for the entire MGM Resorts portfolio. Greg holds a Masters Degree in Organizational Psychology from Capella University and a Bachelor’s Degree in Hotel & Restaurant Management from the University of Missouri-Columbia.
Articles attributed to Greg Chase
The Three Core Functions of a CX Center of Excellence
Organizations looking to mature their customer experience (CX) programs often establish a CX Center of Excellence (CoE). Since we’ve been hearing a lot of questions about the topic, we decided to pr...
By Bruce Temkin, Greg Chase, Isabelle Zdatny
Improving the Difficult Downsizing Experience
If the last couple of years has taught us anything, it is that we must become more comfortable managing and working through uncertainty. Earlier this year the XM Institute named 2022 as the Year of Ag...
By Cecelia Herbert, Greg Chase
Seven Mistakes to Avoid When Closing the Loop With Customers
If there is one thing my days in hospitality have taught me, it’s that “closing the loop” or following up with your customer after they’ve submitted feedback isn’t just a part of an organiza...
By Greg Chase
Five Steps for Building a Strong CX Metrics Program in Hospitality
Having designed and launched CX programs for several large hospitality organizations, I’ve witnessed a common misstep: adopting a one size fits all approach to customer metrics. When senior leaders ...
By Greg Chase