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Agenda & Speakers

Mobile Loyalty Revolution: How Mobile is Changing the Way Express Connects with Customers, Both Now and in the Future

Today's consumer is “perpetually connected “and is demanding of brands to create real-time, meaningful moments that make it easy for them to engage and transact in rich brand experiences. But what does this really mean for brand loyalty programs, and how can brands create roadmaps that create a seamless customer journey from loyalty acquisition to advocacy?

Express and 3C have taken this challenge head on by building a mobile-centric loyalty engagement program that meets the customer when and where they want—today and tomorrow. Learn first hand what market trends are impacting loyalty, what is working today for leading brands, and what's next in the future of Mobile Loyalty Marketing.

Speakers

Jeff Michaud, Vice President of Client Strategy, 3Cinteractive

He has over a decade of experience in mobile and is a seasoned industry executive. In his role, Jeff leverages his years of experience and deep expertise in mobile strategy and technology to create results-driven, customer-intimate, mobile engagement that deliver substantial value for some of the world’s best brands and retailers. 

Jeff has a passion for helping marketers figure out how to insert mobile into the customer journey in a way that will deliver greater than expected ROI. In addition, his deep understanding of the customers’ needs enables him to help brands create mobile engagement that enhances the customer experience. Working side by side with brands, Jeff crafts strategies to keep them ahead of always evolving trends and technologies. Jeff has delivered mobile marketing strategies that have strengthened brand loyalty and driven millions in new revenue. 

Jeff is an active member in several mobile industry organizations including the GSMA and MMA. He is a leading voice, regular speaker and expert source for the media on all topics within mobile marketing. Jeff also serves as a mentor and the board chairman for Take Stock in Children Palm Beach County, which provides mentoring and college scholarships for at-risk, low-income students in Florida.

Kate O'Shaughnessy Jung, Director Loyalty, Mobile, and Partnership, Express

Kate Jung is Director Loyalty, Mobile & Partnerships at Express, a leading specialty retailer for men and women. Ms. Jung joined Express in July 2016 to manage the EXPRESS NEXT loyalty program, which has more than 20 million members.

Ms. Jung led a successful relaunch of the Express NEXT loyalty program in 2017 that turned around a six-quarter declining return rate among existing customers.  The relaunch refined the credit value proposition, increased reward access, added new ways for members to earn points and introduced a mobile hub.
Ms. Jung is an experienced marketing executive who has helped the company in its efforts to reach customers more effectively by building a data-driven enterprise. Ms. Jung spent 15 years in marketing at Tim Hortons, one of the world’s largest quick service restaurant chains. She began her career working for retail clients including Cacique, Victoria’s Secret and Bridgestone-Firestone.  Born in Columbus, Ms. Jung is a graduate of Ohio University in Athens, Ohio.

Agenda Overview

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