Case Study: Westfield Topanga & The Village achieves higher guest satisfaction and real-time engagement with Kipsu

How Westfield Topanga & The Village's Concierge Team uses Kipsu to transform the guest experience and bring top-notch digital service to their shoppers every day

Westfield Topanga & The Village partnered with Kipsu to modernize its concierge offering and extend service beyond the guest services desk. Led by Concierge Manager Nathan Yamamoto and a nine-person team, the center needed a digital channel to reach previously unreachable shoppers and deliver real-time, personalized recommendations and support.

Using Kipsu’s texting platform, the team adopted a three-step approach—respond quickly, provide quality answers, and encourage continued conversation—branded as “Answers on the Spot” and promoted throughout the property. Kipsu enabled over 3,000 messages in a single month, boosted guest satisfaction and engagement, facilitated rapid responses like dispatching a translator within minutes, and helped drive repeat visits through timely, personalized assistance.

Westfield Topanga & The Village

Nathan Yamamoto

Concierge Manager