Loyalty Expo Agenda and Speakers | LoyaltyExpo.com

May 20-22, 2019
Sheraton Charlotte Hotel
Charlotte, North Carolina

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Agenda

Loyalty360 Member Only Event

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AGENDA

Day 1 (Monday | May 20, 2019)

12:00PM - 4:00PM

Breakout Session

Loyalty360 Brand-Only Member Meeting

Session Description

Time - TBD

Breakout Session

Session Featuring Lenovo

Ajit Sivadasan | VP/GM of Global e-Commerce & Digital Marketing | Lenovo

Session Description

Time - TBD

Breakout Session

Session Featuring MassMutual

Una Morabito | Senior Vice President | MassMutual Financial Group

Session Description

Time - TBD

Breakout Session

Session Featuring Red Lion Hotels Corporation

Bill Linehan | EVP & Chief Marketing Officer | Red Lion Hotels Corporation

Session Description

Time - TBD

Breakout Session

Session Featuring Western Union

Tamara Camp | VP of Global CEM Growth and Loyalty Programs | Western Union

Session Description

Time - TBD

Breakout Session

Session Featuring Caesars Entertainment | Next Generation Customer Experience and Customer Loyalty

Josh Margolis | VP of Customer Journey | Caesars Entertainment

Session Description

Time - TBD

Keynote Session

The HUMAN Brand: Building Brand Loyalty in the Digital Age

Chris Malone | Author | "The Human Brand"

Session Description

Time - TBD

Breakout Session

Session Featuring Giant Eagle

Ashley Downey | Director of Loyalty Brand & Business | Giant Eagle

Session Description

Time - TBD

Breakout Session

Session Featuring MGM Resorts

Greg Chase | Vice President of Guest Strategy & Insights | MGM Resorts International

Session Description

Time - TBD

Breakout Session

Session Featuring Wheaton World Wide Moving | Bekins Van Lines

A.J. Schneider | Executive Vice President Wheaton World Wide Moving | Bekins Van Lines

Session Description

Time - TBD

Breakout Session

Session Featuring AARP | Improving CX and Loyalty Through Cultural and Program Transformation

Michelle Musgrove | Vice President of Experience Strategy & Governance | AARP

Session Description

Time - TBD

Breakout Session

Value Beyond Discounts: How Foot Locker’s New Loyalty Program is a Step Above the Rest

Emily Rudin | Chief Customer Officer | CrowdTwist

Hope Tannenbaum | Sr. Director of CRM Loyalty & Research | Foot Locker

Session Description

Time - TBD | Breakout Session

Loyalty360 Member Only Event

Value Beyond Discounts: How Foot Locker’s New Loyalty Program is a Step Above the Rest

Foot Locker wanted to deepen relationships with its best customers through a unified loyalty program encompassing seven Foot Locker, Inc. banners. Foot Locker’s new loyalty program drives engagement by incentivizing customers to earn points for activities including writing product reviews and sharing their shopping habits and preferences. These points can be redeemed for a selection of ‘money-can’t-buy’ merchandise and experiences from the program’s new rewards catalog. The program also uniquely offers member-only perks such as shipping benefits and early access to new products.

In this session Hope Tannenbaum, Sr. Director of CRM, Loyalty & Research at Foot Locker and Emily Rudin, Chief Customer Officer of CrowdTwist will share how the new multichannel program builds meaningful relationships with members across all customer touchpoints by capturing critical customer insight to drive personalized communications, relevant promotions, and compelling brand experiences.

Key takeaways for session attendees are:
- How to reward customers for every action they take with a brand
- How to collect and leverage data to create personalized, relevant moments
- How to build emotional relationships with your best customers

Emily Rudin
Chief Customer Officer
CrowdTwist

Emily oversees the Client Success and Marketing teams at CrowdTwist. Emily has more than 15 years of retail, analytics, client services and marketing experience. Throughout her career, Emily led transformational initiatives that have enabled brands and retailers to form strong connections with their customer base. She offers a unique customer-centric perspective and has a proven track record for increasing value for customers, managing complex relationships and developing hard ROI for her customers. Prior to joining CrowdTwist, Emily held positions at Macy’s, Coach, Ann Inc., dunnhumby, and The Children’s Place. She holds a bachelor’s degree in consumer studies from Syracuse University. Emily is a proud mother of two. She and her husband are active members of their community.

Hope Tannenbaum
Sr. Director of CRM Loyalty & Research
Foot Locker

Hope oversees the Membership and Consumer Research teams at Foot Locker Inc. With over 15 years of experience, Hope is a customer focused marketer and leader with a track record of combining analytical discipline with creativity and marketing ‘gut instinct’ to drive customer engagement and revenue growth across retail, entertainment, financial services and food & beverage industries.

Prior to joining Foot Locker, Hope held positions at American Express and Starbucks. She holds a bachelor’s degree in marketing from Penn State University and an MBA from NYU’s Stern School of Business. Hope is a snowboard enthusiast, competes in triathlons and is an active member of her community.

Time - TBD

Breakout Session

Session Featuring Overstock.com | Managing Innovation

Jimmy Budnik | Vice President of Customer Care | Overstock.com

Session Description

Time - TBD

Breakout Session

For Eyes Puts Customer-Centricity into Focus

Jose R. Costa | CEO | For Eyes by GrandVision

Session Description

Time - TBD | Breakout Session

Loyalty360 Member Only Event

For Eyes Puts Customer-Centricity into Focus

Understanding the customer lifecycle is extremely important for any brand, but brands that cater to customers with longer lifecycles need to pay special attention. Loyalty can be harder to come by for these types of brands, so they need to differentiate themselves to retain their customers. For Eyes, an emerging and distinctively unique optical retailer, has begun to focus on creating stronger customer experiences to meet this challenge.

In a session at Loyalty Expo 2019, Jose R. Costa, CEO of For Eyes, will discuss how his company is working to understand the customer lifecycle in the optical retail space and to offer the stronger experiences necessary for customer retention. He will also define customer loyalty, discuss competition, describe the industry value proposition, address personalization and company culture, and advise on how to deal with changing customers.

Key Takeaways:

- Use triggers to remind customers with long lifecycles to come back
- Use technology to retain customers with long lifecycles
- Customer loyalty means satisfying a need and having a transparent value proposition
- Drive the customer experience with technology
- Personalize both products and communications
- Establish company culture around a vision statement

Jose R. Costa
CEO
For Eyes by GrandVision

Jose R. Costa has a background steeped in marketing, franchising, multi-unit retailing and enhancing customer experience amongst some of the most recognized brands in the world. He currently serves as CEO of For Eyes and CEO of GrandVision North America, a global leader in optical retail with more than 7,000 stores worldwide.

He is the author of “Leading With Edge: Activate Your Advantage Through Personal Insight,” which features the concept of leadership as a practice, inviting readers to acknowledge the determination and grit it takes to be a good leader.

Previous to his current role, he served as Group President of Driven Brands where he led MAACO®, CARSTAR® and Drive N Style®. Collectively, these brands operate more than 1,400 body shops across North America, generate more than $1.8 billion in annual system sales and further establish Driven Brands as a leader in the automotive aftermarket space. Previously, he was President of MAACO®, where he was responsible for managing and developing 500 automotive body shops across the U.S. and Canada. During his tenure, he improved MAACO®'s procedures and training practices, raised consistency among franchises, revamped operations and enhanced the look and feel of its advertising.

Time - TBD

Breakout Session

Session Featuring Best Western Hotels & Resorts

Tammy Lucas | Vice President of Marketing | Best Western Hotels & Resorts

Session Description

Time - TBD

Breakout Session

Session Featuring Wyndham Rewards | Loyalty Program Relaunch

Eliot Hamlisch | Senior Vice President of Worldwide Loyalty & Partnerships | Wyndham Hotels & Resorts

Session Description

Time - TBD

Breakout Session

Session Featuring Luxottica

Drew Ormrod | Senior Director of Loyalty | Luxottica

Session Description

Time - TBD

Workshop Session

Workshop Session Featuring Lenati

Session Description