Service, Scaled: How Foxwoods Personalizes Every Touchpoint
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Foxwoods Resort Casino stands as one of North America’s premier integrated resort destinations, defined by its unmatched commitment to guest experiences as unique as its property. Always raising the bar for hospitality,
Foxwoods found new ways to deliver that signature touch beyond the resort walls.
Enter MoEngage.
The Challenge: Fragmented Systems, Manual Campaigns
Foxwoods is built on the promise of making every moment count—a philosophy that fuels everything from gaming and dining to entertainment and hospitality. With multiple casinos, an array of restaurants, accommodations, and attractions, Foxwoods’ guest data is vast and this volume of data became both an asset and a challenge.
The sheer richness of experiences meant information lived across different systems. These complexities made it hard to coordinate messaging and tailor real-time interactions on the level Foxwoods is celebrated for.
“Service is Foxwoods’ differentiator,” said Christine McCarthy, Director of Database Marketing at Foxwoods Resort Casino. “With MoEngage, we can extend that level of service beyond the resort—using real-time signals to deliver messages that are timely, thoughtful, and unmistakably Foxwoods.”
The Shift: Automation, Data, and Real-Time Engagement
Driven by a commitment to guest-first innovation, Foxwoods selected MoEngage to power the next generation of hospitality engagement. This partnership brought sharper focus and agility, transforming processes and unlocking new possibilities. Campaigns that once demanded time-consuming manual effort are now seamlessly automated. Hotel check-in and checkout emails reach guests at just the right moment—moving from batch sends to timely, personal triggers.
“The power is in moving from data to decision in a single platform,” said Blair Bendel, SVP of Marketing at Foxwoods Resort Casino. “With MoEngage, we operationalize insight—so the right message reaches the right guest at the right moment, predictably.”
With MoEngage, Foxwoods is now able to:
- Launch automated, cross-channel journeys from one place
- Personalize offers and updates based on real-time behavior
- Streamline workflows by breaking down silos
- Use their robust data more effectively for segmentation and journey design
The Vision: One-to-One Conversations
This partnership is Foxwoods’ latest step in their future facing vision for hospitality: true one-to-one conversations with every guest, wherever their adventure leads. The foundation laid alongside MoEngage is setting the stage for AI-driven insights and hyper-personalization.
“The best experiences are the ones that feel seamless,” said McCarthy. “That’s what we’re building toward with MoEngage.”
Hospitality at Foxwoods is an art that goes well beyond stay or play—it’s about sparking joy in every single interaction. Through its partnership with MoEngage, Foxwoods elevates its legendary approach, ensuring every guest journey is as cohesive, thoughtful and boundary-pushing as the brand itself.
This is how they resort. One message at a time.
