Creating Measurable Customer Experience & Loyalty in an Evolving Retail Market
The retail space is nearly unrecognizable from what it was ten, even five years ago. The dawn of online shopping has thrust retailers of all sizes and specialties into a relative unknown frontier of merging online selection and customization with a traditional in-store customer experience. The result is a crossroads in which individual organizations must find unique solutions that create alignment within the brand; there is no one-size-fits-all solution.
At Loyalty Expo 2017, marketers from leaders in this industry will discuss the implications of an increasingly digital space, and what their organizations are doing to both adapt to the change, while still remaining true to the values that have become their respective calling cards.
- The unique approaches taken by brands facing evolving challenges in retail
- Finding a solution that fits the brand; the importance of a company staying true to its established identity
- The merging of in-store experience with an online catalog selection
Brian Venuti, Vice President, Global CRM, Luxottica Group
At Luxottica, Brian is the VP of Global CRM responsible for customer and patient strategies across the optical and sunglass businesses. Prior to Luxottica, he ran CRM at Etrade where he oversaw customer experience and channel strategy. His experience includes companies like Sears and Capital One where he worked to develop segmentation, targeted marketing capabilities and institute direct response innovations. He was a finalist in the Loyalty and Gamification World Championships. He received his MBA from the University of Virginia.
Eric Messerschmidt, SVP Strategic Marketing, CRM, and Loyalty, Ulta Beauty
Eric Messerschmidt is a proven marketing and sales executive with deep experience in technology, software, services, and retail industries. He has successfully led B2B and B2C marketing departments in established firms like AT&T and Sears Holdings, as well as mid-sized and early stage firms. He has extensive experience in loyalty marketing, CRM, customer insights and data analytics. At Sears Holdings, he launched the Shop Your Way Rewards loyalty program, and over the last 5 years at Ulta Beauty, he has elevated Ultamate Rewards to become one of the leading loyalty programs in all of retail. Eric graduated from the University of Illinois with an Electrical Engineering degree, and then earned his MBA in Finance & Marketing from The University of Chicago Booth School of Business.
Doug Glazer, Director of Customer Loyalty, Fanatics
Doug joined Fanatics in 2015 to build Fanatics Rewards, the company’s underutilized loyalty program, into the best loyalty program for sports fans anywhere. Prior to Fanatics, Doug spent 20 years developing and growing industry-leading loyalty and membership programs for some of the most admired national brands, including Nordstrom, Amazon, and TIME. Doug earned a master’s degree from Syracuse University, and an MBA from NYU. He lives in Seattle, WA with his wife and three kids.
Carma Caughlan, Director of Consumer Engagement and Loyalty, Deckers Brands
Carma Caughlan is Director of Consumer Engagement and Loyalty for lifestyle brand portfolio company, Deckers Brands. She has developed integrated communications strategies, managed marketing program and channel content and optimized executive messaging for globally recognized brands in a range of industries including NIKE, Intel, and Deloitte.
Moderator - Tom Beauchamp, SVP, Business Development: Direct to Consumer Practice Group Leader, House Advantage
Tom Beauchamp lead the company’s Retail and Direct to Consumer Practice Groups. He was formerly a Partner in the National Retail Practice of Fortium Partners. He brings more than 30 years of technology leadership and loyalty experience in retail, online and gaming organizations. Throughout his career, Beauchamp has been responsible for the restructuring of underperforming technology organizations in domestic and international retail organizations. He is a forerunner in cross platform loyalty application development and has successfully implemented vendor agnostic consumer marketing capabilities in retail, gaming, and healthcare industries. Beauchamp was the CIO for a number of retail organizations including Hot Topic Stores, Limited Stores, Footlocker, and Thrifty Drug Store. He holds a Bachelor degree from the University of Redlands and an MBA from the University of California, Fullerton.