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These sessions are not open to all attendees/are only open to brands with full conference passes and Masterclass sponsors. For any questions, please contact carlystemmer@loyalty360.org.
As loyalty becomes a core growth engine, it's also making businesses vulnerable —highly valued by customers and increasingly targeted by fraudsters. Brands are investing more in AI-driven engagement and personalized experiences, yet many still struggle to see the full return on their programs. In this session, Forter will explore how to protect loyalty programs from the rising threats of fraud and abuse—while empowering brands to scale confidently, innovate faster, and create seamless user experiences. What You’ll Learn: The Loyalty Landscape Today
The Role of Account Protection & Abuse Prevention
Automation & User Experience at Scale
Key Takeaways:
Nirali is a Senior Product Manager at Forter, where she leads the development of scalable solutions to prevent fraud and policy abuse while preserving seamless customer experiences. With nearly a decade of product management experience, she works closely with global merchants to design configurable tools and policies that align risk mitigation with business goals. Nirali has spoken at industry events including MRC and NRF, and is recognized for her ability to translate complex fraud challenges into actionable, business-friendly solutions.
Key discussion topics include:
During lunch, Loyalty Expo sponsors will host lunch table discussions on various informative topics suggested by Loyalty360 members. Lunch in the exhibit hall is open to all attendees, but we request that seats at sponsored table discussions are reserved for brand/marketer attendees only.
Key discission topics will include:
Launching a new loyalty program requires more than compelling benefits. It demands an operating model designed to scale confidently across the enterprise from day one.
In this session, Victoria Dravneek, Head of Loyalty Strategy and Platforms at PNC, will share how PNC designed and launched PNC TotalRewards, the brand’s loyalty strategy built to deepen customer relationships and increase lifetime value by rewarding a client’s complete relationship with PNC.
Attendees will gain a behind-the-scenes look at how PNC approached program creation with enterprise execution in mind, aligning leadership, standardizing language, and prioritizing early employee training and enablement to support consistent execution across the organization. The session will also explore how rollout planning, analytics, and performance measurement were structured to support confident execution and continuous optimization post-launch.
Victoria Dravneek is senior vice president and director of Loyalty Strategy Platforms at PNC Bank. In this role, she is responsible for envisioning loyalty experiences that drive client retention and asset growth, including the new PNC TotalRewards experience. In addition, she is responsible for driving greater satisfaction and retention as well as deepening clients across PNC's retail, small business and private bank businesses. Prior to joining PNC in 2023 Dravneek spent the past decade leading Bank of America's loyalty efforts, including the development, strategy and engagement for their award-winning Preferred Rewards client-centric loyalty program; the first of its kind in the industry. Dravneek also led the BankAmeriDeals card-linked offer program, development of their Partner Rewards program, created Bank of America's My Rewards portal, introduced personalized video to the company and introduced personalized rewards insights via Bank of America's Erika virtual assistant platform. Dravneek also has a history leading payments innovation and execution, fraud strategy and developing personalization strategies. Prior to banking, she spent a decade in digital start-ups, developing business and digital strategies and content for a range of businesses, including Viacom, iVillage, Women.com and Honeywell. She also filed over 50 patents on the subjects of rewards, data usage, personalization, blockchain, virtual and augmented reality and more. She received Bachelor of Arts in English literature and a Bachelor of Science in economics from The King's College.
As customer expectations for immediacy, relevance, and convenience continue to rise, mobile has become the central hub for modern loyalty and customer engagement strategies. Leading brands are moving beyond static loyalty programs and traditional service models, using mobile-first experiences to create real-time connections, deliver personalized value, and foster deeper emotional relationships with their customers.
In this session, brands will share how they are transforming loyalty through mobile-enabled engagement. From integrating social channels and proactive customer service into mobile touchpoints, to delivering seamless rewards and benefits directly within apps and digital wallets, these organizations are using mobile as the primary channel for building meaningful, ongoing relationships.
With rising acquisition costs and increasing customer expectations, brands are evolving how they define loyalty, moving beyond traditional points-based models toward programs that deliver real value and stronger connections. In this session, Stephanie Hinze, VP, Global Direct-to-Consumer at MANSCAPED, will share how Members Only Rewards, the first fully integrated loyalty and subscription program in men’s grooming, brings this approach to life.
Attendees will learn how Members Only Rewards elevates customer value through a seamless, intuitive loyalty experience. We’ll dive into what’s working, what’s not, and how customer insights drive engagement, retention, and lifetime value. The discussion will also explore how the program balances customer-first value with performance, efficiency, and ROI.
Key takeaways include:
AI is reshaping how brands think about customer relationships, yet many loyalty teams are still navigating where and how to apply it effectively. This panel brings together diverse perspectives to discuss how AI is currently being used across loyalty ecosystems and how those applications are expected to evolve.
Rather than focusing on theoretical potential, this session will emphasize tangible examples, lessons learned, and guidance for loyalty leaders evaluating AI investments today.
Key discussion themes include:
Gen Z is reshaping how customer loyalty is defined and delivered. Loyalty360 research shows that younger consumers place greater importance on relevance, transparency, personalization, and alignment with brand values, challenging many traditional loyalty models that are heavily focused on transactions and discounts.
In this panel discussion, brand leaders will share insights from Loyalty360 research alongside real examples from their own organizations. Panelists will discuss how Gen Z defines value, what drives engagement over time, and how brands are adapting loyalty strategies, program design, and measurement approaches to build stronger, more meaningful relationships with this generation.
Building meaningful customer loyalty across a diverse shopping center ecosystem requires innovation, collaboration, and a shared vision. In this fireside chat, Enna Allen, SVP of Marketing at Simon, shares how Simon is redefining loyalty within shopping centers through the launch of Simon+™, a next-generation program designed to complement and enhance existing retailer, dining, and entertainment loyalty programs.
With more than 600 participating brands across retail, dining, and entertainment, Simon+ creates new opportunities for shoppers to engage across the entire shopping center experience while delivering incremental traffic, engagement, and value for brands and shopping centers alike. The program is built around collaboration, aligning brands across multiple categories around a shared goal of creating better customer experiences and stronger connections with shoppers.
Attendees will hear how Simon designed a cross-brand loyalty model that supports brand participation, encourages collaboration across the mall ecosystem, and creates meaningful value for shoppers.
Key discussion points include: