How MGM Resorts International unified MGM Rewards on ReactorCX
MGM Resorts International runs MGM Rewards on ReactorCX, the enterprise loyalty platform from Loyalty Methods, across one of the world's largest hospitality and gaming portfolios. Three legacy systems were consolidated onto one platform, member accounts and historical transactions were migrated with SafeSwitch and ThreadSync without service interruption, and the program runs in a membership-number-only privacy mode with no personal data held in the loyalty platform.
How this is measured
Member accounts migrated onto ReactorCX for MGM Rewards.
How this is measured
Legacy property and gaming systems consolidated into ReactorCX for MGM Rewards.
How this is measured
Number of SafeSwitch production cutovers completed and the number completed with zero member-visible downtime. As of 2026-Q3.
How this is measured
Finalist placements of ReactorCX-powered programs at the 2026 International Loyalty Awards: 7Rewards (Best Gamification Worldwide; Best Short-Term Loyalty Initiative Worldwide); MGM Rewards (Outstanding Customer Experience). As of 2026.
The challenge
MGM Resorts International needed to revitalize its loyalty program to strengthen customer relationships and drive growth across its diverse properties and services in the United States.
- Unify loyalty across multiple property types, point-of-sale systems, kiosks and gaming systems.
- Migrate 75M member accounts and their transaction history without disruption.
- Give frontline staff and marketers tools to deliver personalized, real-time engagement at scale.
"Thank you LM & ReactorCX for your contributions. You are essential members of our team, and we are glad to have you."
Gregor Purdy
Executive Director, Loyalty Systems, MGM
What ReactorCX runs for MGM Rewards
Comprehensive system integration
Every loyalty touchpoint connected: multiple property management systems, F&B point of sale, retail point of sale, kiosks and gaming systems.
SafeSwitch™ migration
ThreadSync™ delivery and the SafeSwitch™ cutover moved the program with no service interruption and all historical data preserved.
Loyalty management
Multiple currencies, tier management, automatic point expiration and annual tier requalification across the portfolio.
Privacy by design
Membership-number-only mode: no personally identifiable information is held in the loyalty platform.
Member Care Portal
A centralized console for frontline staff to manage accounts, answer queries and deliver service recovery and benefits.
Promotional engine
Bonus point campaigns, trip-based streaks, tier match challenges and tier accelerator promotions to drive on-property spend.
Real-time personalization
The ReactorCX event system drives personalized communications and offers from guest behavior and preferences.
Analytics and liability
Earn and burn breakdowns, redemption patterns and loyalty liability reporting for program management and finance.
Three legacy systems
Property, gaming and loyalty records held in separate systems.
Parallel run
ReactorCX processes mirrored activity alongside the legacy systems; outcomes compared and reconciled.
One platform
PMS, F&B and retail POS, kiosks and gaming systems integrated to one member balance.
Cutover, no interruption
Historical data preserved; members see one program across the portfolio.
See a parallel run and its reconciliation report on a sanitized reference program.
See a parallel migrationOne loyalty ecosystem across hotels, gaming floors, dining, retail and spa
- Diverse systems and properties integrated into a single, scalable loyalty platform with data-driven engagement across the portfolio.
- Increased operational efficiency for frontline staff through the centralized Member Care Portal.
- Improved data-driven decision-making across MGM's entire portfolio of properties.
- Enhanced guest engagement through personalized interactions and sophisticated loyalty mechanics.
- MGM Rewards named a 2026 International Loyalty Awards finalist for Outstanding Customer Experience.
How this is measured
Member accounts migrated onto ReactorCX for MGM Rewards.
How this is measured
Legacy property and gaming systems consolidated into ReactorCX for MGM Rewards.
MGM Resorts and ReactorCX: frequently asked questions
What loyalty platform runs MGM Rewards?
MGM Rewards runs on ReactorCX, the enterprise loyalty platform from Loyalty Methods. Three legacy property and gaming systems were consolidated onto ReactorCX, and member accounts and historical transactions were migrated with SafeSwitch without service interruption. How SafeSwitch works.
How does ReactorCX protect MGM member data?
MGM Rewards runs in a membership-number-only privacy mode: ReactorCX holds no personally identifiable information for the program, and member identity stays in MGM's systems of record. Security and trust.
Which MGM systems are integrated with ReactorCX?
ReactorCX is integrated with multiple property management systems, food-and-beverage and retail point-of-sale systems, kiosks and gaming systems across the MGM portfolio, so hotel stays, gaming play, dining, retail and spa all move the same member balance. Integration documentation.
Related: Gaming · Hospitality · Member Care