Case Study: Mall of America achieves exceptional guest engagement and elevated visitor experiences with Kipsu

Mall of America Offering Guests Experiences, Not Just Shopping

Mall of America faced the retail industry’s shift from pure shopping to immersive, service-driven experiences and needed a way to connect with guests on a human level across digital channels. To meet that challenge, Mall of America partnered with Kipsu to deploy human digital messaging—live social engagement, web chat, and text messaging—that lets staff assist guests before, during, and after their visits.

Kipsu’s platform enabled MOA’s team to answer trip-planning questions, handle on-site inquiries, and collect guest feedback in real time. That service messaging uncovered recurring requests (for example, more private nursing spaces), prompting MOA to add dedicated nursing areas—and helped strengthen guest loyalty that supports MOA’s scale (40 million annual visitors and nearly $2 billion in statewide economic impact). Kipsu’s solution turned digital channels into a human extension of the Mall of America experience.

Mall of America

Nate Sandell

Senior Manager of Social Media