Case Study: MGM Resorts improves guest service training with Strivr VR

MGM Resorts boosts confidence 92% with Strivr VR training

MGM Resorts sought to improve customer service and usher in a new era of hospitality by enhancing its employee training. The company's challenge was to move beyond its existing in-person program to a more hybrid solution. It needed a standardized and scalable platform to reinforce proper guest arrival procedures and provide a safe space for employees to practice skills without the pressure of real customer interactions.

Strivr implemented a virtual reality (VR) training solution using live-action VR content for MGM's guest services associates. The program trained over 500 employees across five locations, allowing them to practice realistic customer service scenarios. As a result, 92% of learners felt more confident in their skills and 94% found VR an effective way to practice empathy. Strivr helped MGM reinforce procedures, increase guest service scores, and achieve its goal of superior hospitality.

MGM Resorts