Chief Experience Officer/Chief Marketing Officer
MGM Resorts International
MGM Resorts International is a leading global hospitality and entertainment company, with a portfolio of over 15 destination resort brands including Bellagio, MGM Grand, Mandalay Bay, City Centre, and Mirage. As Chief Experience Officer/Chief Marketing Officer Lilian Tomovich is responsible for all marketing functions with a special focus on perfecting the guest experience through innovation, marketing technology and old-fashioned exceptional service.
While traditionally the casino business was built on the notion of "build it and they will come", that is no longer the case today. According to Lili "Delivering "wow" guest experience moments, leveraging the power of guest data, implementing new technologies to enhance guest service and looking for better and smarter ways to drive guest engagement is what will drive the future of the hospitality and entertainment business." To that end, Lili is fundamentally looking at how to reimagine the guest experience for the future at MGM Resorts International.
Having previously served as Vice President of Consumer Marketing for MasterCard (where she directed the iconic "Priceless" campaign) in addition to holding senior-level marketing positions with Loyalty One, the world's leading provider of loyalty marketing programs to global corporations, Lili truly understands the power of brand. As importantly though, she understands that brands must continuously be reinvented and reinvigorated. When she joined MGM Resorts in 2014 she was tasked with how to enhance the overall guest experiences, and how to ensure that the portfolio of brands remained relevant and fresh. She embarked on a journey to develop a digital marketing platform, a customer centric approach around guest strategy, a richer one-to-one relationship management system and equally important a completely reimagined more centralized marketing function.
While the hospitality and entertainment business has been slow to adapt the technology evolution, Lili and her team are driving new innovation into the business, from mobile guest check-in, to wrist band payment devices for outdoor concerts, to enhanced technology for in room and of course looking at the entire digital ecosystem to allow for a seamless booking and itinerary development system.