Committed to Excellence
We partner with brands to build and enhance
relationships with their guests.
Who we are
About Guest Experience Maximization (GEM)
IoT is our sandbox.
GEM is a Cloud Software Developer, Experience Design Architect, and Operations Expert. By harnessing a hands-on technology consultancy we specialize in creating tailor-made, bespoke solutions that support all stakeholder visions. GEM significantly impacts brand, guest, customer, or a patient brand journey, engagement and lifetime value, at SCALE.
At our core, we are a collection of passionate, smart, curious professionals who understand the power of building long-term, professional relationships, by living up to our promise, daily.
Guest Experience is our DNA. Guest preferences, personalizing experiences, and delighting guests is our laser focus. Leveraging an ‘Anything is Possible’ service heritage and mentality, and priding ourselves as expert communicators, we earn TRUST and never take it for granted.
Our
Vision
To establish, build, and strengthen relationships by providing a better customer experience to create an emotional connection and earn the trust of our partners and their guests.
What we do
What makes us different
Specialized Teams
Full-Service Approach
Bespoke Solutions
We are an efficient set of Subject Matter Experts, tackling every endeavor to ensure the accurate resources are dedicated to achieve results with velocity and value in order to elevate a Guest Experience with clearly attributable ROI for our Partners.
We excel in problem-solving. Our specialists analyze and identify root-causes to strategize, build, and implement solutions.
We work with our clients to identify challenges and overcome them by innovating customized solutions and services.
Why we do it
GEM Core Values
Exceed Expectations
We never settle. In the face of complexity and rapid change, we knock down barriers and build momentum to ensure the long-term success of our Partners and team members.
Act with Integrity
We are accountable for our actions. We build trust through candid efficient communication, operating with the highest levels of professionalism.
Deliver Value
We do more with less. By being strategic in our efforts and agile in our approach, we deliver tangible business results.
Prioritize People
We are human-centric. By cultivating a people-first culture, we energize our team to go above and beyond to create exceptional customer experiences. We accomplish without boundaries.
Exceed Expectations 
We never settle. In the face of complexity and rapid change, we knock down barriers and build momentum to ensure the long-term success of our Partners and team members.
Act with Integrity
We are accountable for our actions. We build trust through candid efficient communication, operating with the highest levels of professionalism.
Deliver Value
We do more with less. By being strategic in our efforts and agile in our approach, we deliver tangible business results.
Prioritize People
We are human-centric. By cultivating a people-first culture, we energize our team to go above and beyond to create exceptional customer experiences. We accomplish without boundaries.
Our Origins
For over 25 years, we have established mutually profitable, long-term relationships and served Partners in travel and tourism, food and beverage, healthcare, and many human-centric service industries, by delivering data-driven solutions and services to better connect brands to guests, customers, or patients, enhancing relationships internally or externally.
Built on the concept of continual improvement and adaptability in the face of change, our CEO, Steve Cohen, founded our parent company, List Management Services, Inc, (LMS) in 1994 as a data center, service bureau, specializing in source and use of Big Data.
To better describe the type of solutions our teams were creating for our Partners, LMS launched the brand, Guest Experience Maximization (GEM).
Our innovation through personalization inspired a partnership between GEM and Carnival Corporation in 2016 to assist in launching a new, IoT wearable technology, Ocean MedallionTM, to improve the customer experience. GEM joined the initiative to develop the OCEAN Medallion Experience as a Leading Partner.
As we continue to create cutting-edge solutions and maximize the customer experience for the years to come, GEM will maintain an unwavering philosophy of human-centric focus, continuing to strengthen relationships and push the boundaries of innovation and service.
