Agenda

Loyalty360 Brand Member Roundtables: Pre-Event Coffee/Light Breakfast

Monday, 10/25 - 10:00AM - 10:45AM | Loyalty360 Member (Brand Only) Roundtable Session

Loyalty360 Member Only Session/Event

Loyalty360 Brand Member Roundtables: Pre-Event Coffee/Light Breakfast

Loyalty360 Brand Member Meetings: Pre-Event Coffee/Light Breakfast

On Monday, 10/25, Loyalty360 corporate brand members and Brand Day sponsors are invited to participate in roundtable sessions focused on top trends in customer loyalty.

These sessions are not open to all attendees/are only open to Loyalty360 brand members and Brand Day sponsors. For any questions, please contact [email protected]

Monday, 10/25

10:45AM - 10:55AM

Loyalty360 Brand Member Roundtables: Kickoff and Introductions

Mark Johnson | CEO | Loyalty360

Monday, 10/25

10:55AM - 11:35AM

Loyalty360 Brand Member Roundtables: What Makes a B2B Loyalty Program Successful - and Lessons for All Customer Loyalty Programs

Christy Johnson | Vice President of Branding | Certified Angus Beef

Tommi Marsans | Marketing Tech Strategist | Verizon

Monday, 10/25 - 10:55AM - 11:35AM | Loyalty360 Member (Brand Only) Roundtable Session

Loyalty360 Member Only Session/Event

Loyalty360 Brand Member Roundtables: What Makes a B2B Loyalty Program Successful - and Lessons for All Customer Loyalty Programs

While not as common or top of mind as many traditional B2C loyalty initiatives, B2B programs are important for marketers to consider. Customers of these B2B programs may not be motivated by the same incentives as a B2C program member. Additionally, there likely are several other hurdles in a B2B purchase as compared to B2C, which requires these brands to think outside of the box when building a successful program.
During this session, panelists will showcase how their brand is taking a unique approach to building positive customer experiences and customer loyalty.

Key Takeaways:

Driving engagement and awareness in B2B customer loyalty programs
How B2B brands are getting started with and evolving partnerships
Advice and best practices on evolving your customer loyalty strategy

Christy Johnson
Vice President of Branding
Certified Angus Beef

Connecting with consumers is the name of the game for Christy Johnson, the Certified Angus Beef ^® brand’s vice president of branding. In her role, she enjoys strategizing with design, media and advertising professionals to create pieces that resonate with the shopping audience, and developing the brand’s consumer loyalty program, Steakholder Rewards^™. A big part of her success comes from her love for research and passion for not just marketing, but marketing intelligently.

A cowgirl at heart, Christy originally joined the brand’s supply development team in 1997 after interning at cattle ranches and graduating from The Ohio State University with a degree in animal science. Her skills in coordinating events and training programs led her to a broader role with the marketing team, where she directed development of rancher profiles and video resources, and training programs for retailers, foodservice sales teams and restaurant waitstaff.

She resides in Dalton with her husband, Allen, and their four teenagers. After work hours, Christy’s usually found raising livestock and cheering on the kids at 4-H shows and sporting events.

Tommi Marsans
Marketing Tech Strategist
Verizon

Tommi has over 3 decades of marketing technology experience, her focus is on enabling direct marketing through alignment of technology and strategy. She is highly skilled in effectively collaborating with all members of the organization and leveraging big data for segmentation, marketing technology, and marketing initiatives. She is currently the lead for the Pega Decisioning initiative in the Verizon Business Group marketing technology team and has developed dynamic customer responsive solutions called Compass for customer retention and My Solutions for customer growth across digital, marketing and sales channels.

Tommi holds a BA from George Mason University and an MBA from the University of Maryland. She is also a fitness instructor, Cleveland Browns fan, and founder of the Force Multiplier Foundation, a charity dedicated to bringing help to those in need.

Monday, 10/25

11:40AM - 12:25PM

Loyalty360 Brand Member Roundtables: The Challenges and Opportunities of Launching a Successful International Customer Loyalty Program

Emil Sarkissian | CEO | Loyalty Methods

Harveer Singh | Chief Data Architect and Global Head of Engineering | Western Union

Lucy Donaldson | Head of Loyalty - MarTech & Consumer Ecosystems Product & Platform | Western Union

Monday, 10/25 - 11:40AM - 12:25PM | Loyalty360 Member (Brand Only) Roundtable Session

Loyalty360 Member Only Session/Event

Loyalty360 Brand Member Roundtables: The Challenges and Opportunities of Launching a Successful International Customer Loyalty Program

Creating a successful customer loyalty program is no simple task, but creating one that reaches customers around the world has additional challenges and complications. During this session, Western Union, the second largest money transfer provider in the world, will share how the brand developed its international customer loyalty program.

Session Focus:

- Technology that allows and enables such enterprise and localized functionality
- How the program was designed, developed and launched, with the focus on listening to and understanding the disparate needs of the local markets and adapting the program to those locales.
- Measurement and key successes of the program

Emil Sarkissian
CEO
Loyalty Methods

Emil Sarkissian is CEO and co-founder of Loyalty Methods and leads the overall technical vision of ReactorCX, the company's flagship loyalty platform. His "can do" spirit and intellectually curious approach drive the Loyalty Methods team to ensure success for every valued client. Sarkissian brings more than 15 years of experience in delivering large-scale, enterprise-grade CX solutions. Before founding Loyalty Methods, Sarkissian was Vice President of CRM Development for a large US-based bank.

Harveer Singh
Chief Data Architect and Global Head of Engineering
Western Union

Harveer Singh serves as the Chief Data Architect and Global Head of Engineering at Western Union where he manages the Cloud Data Platform, Martech & Adtech Platforms, Digital Banking Integrations, Loyalty and Consumer Ecosystem.. He is a technology executive with over 17 years of experiences spanning several industries such as financial services (including banking, payments, insurance, capital markets, and asset management), retail, and professional services. Previously, he has been working in EY’s Financial Services where he currently co-leads EY’s Next Generation architecture & solutions for Financial Services. Prior to EY, Harveer held various consulting roles at Deloitte, IBM, and Accenture. During his consulting tenure, he has presented and authored numerous professional points of views on Loyalty, Digital Transformation, Platforms, Architecture, Big Data, DevOps and Engineering Factories.

Harveer has extensive experience in Digital Transformation, Technology Management, Data architecture, Governance and Platform development. He is dedicated to enabling business capabilities through continuous improvement of both data and processes. His past track record has proven success through his design and implementation of tech strategies, business cases, multiyear roadmaps, platforms and solutions.

Lucy Donaldson
Head of Loyalty - MarTech & Consumer Ecosystems Product & Platform
Western Union

Lucy has spent the last 15+ years working in digital, product, marketing and customer experience leadership roles with some of the largest financial services organizations globally, including Western Union, Lloyds Banking Group, Royal Bank of Scotland and TD Bank. Prior to that Lucy held global consumer digital marketing leadership roles for Dell Technologies and Advance Micro Devices (Video Gaming Partnerships). In her current role at Western Union, Lucy is responsible for the Marketing, Loyalty and Consumer Ecosystem Product Portfolio strategy, accelerating the Western Union’s business strategy beyond its core money transfer business globally. Originally born in the UK, Lucy grew up in Canada, and was a resident of the UK for the last 15 years. Lucy recently moved to Denver in June 2018.

Monday, 10/25

12:25PM - 1:15PM

Loyalty360 Brand Member Roundtables: Lunch

Monday, 10/25

1:20PM - 2:05PM

Loyalty360 Brand Member Roundtables: KPIs and Metrics Workshop

Don Smith | Senior Managing Director and Strategy & Chief Analytics Officer | Brierley

Monday, 10/25

2:10PM - 2:50PM

Loyalty360 Brand Member Roundtables: Challenges in Assessing Customer Loyalty Partners

Moderator: Mark Johnson | CEO | Loyalty360

Matt Moore | Vice President of Digital and Loyalty | Tim Hortons

Mostafa Boutajrit | VP of Loyalty and Financial Services | Caesars Entertainment

Ryan Mitchell | Director – Loyalty Marketing | Hertz

Monday, 10/25 - 2:10PM - 2:50PM | Loyalty360 Member (Brand Only) Roundtable Session

Loyalty360 Member Only Session/Event

Loyalty360 Brand Member Roundtables: Challenges in Assessing Customer Loyalty Partners

As any marketer knows, technology can enable best-in-class customer loyalty programs and strategies, but having all of the right components and resources in place can be a project that takes a great deal of time - and is continually evolving.

As Loyalty360 continues to share research, trends, and insights on the current customer loyalty landscape, one of our goals is to give marketers a more comprehensive understanding of these technologies, their strengths, and the verticals they support.

During this session, Loyalty360 will host brands that will share perspectives of the current opportunities and challenges they see today regarding technology providers and platforms.

Moderator: Mark Johnson
CEO
Loyalty360

As CEO of Loyalty360, Mark is committed to bringing loyalty to the forefront as a critical marketing strategy. To further this goal, he has created an unbiased, market-driven clearinghouse and think tank through which users and loyalty providers can interact and collaborate with. His finger on the pulse of what’s happening in loyalty, Mark is driven to give members the expert insight and guidance they need to develop strategies and implement programs that effectively engage their customers and employees and build stronger relationships with them.

Matt Moore
Vice President of Digital and Loyalty
Tim Hortons

Matt Moore is the Vice President of Digital and Loyalty at Tim Hortons where he leads the strategy and execution of these areas to help improve the guest experience. Matt is a member of the Tim Hortons leadership team and during his 3 years has helped reset the digital agenda for the brand. Matt spent the previous decade outside of Canada, moving back to join the Tims team. Prior to joining Tims, he worked for Yum! Brands as Chief Customer Officer for Pizza Hut Europe where he helped begin a digital transformation at Yum! through the creation of Pizza Hut Digital Ventures. He also worked for over 4 years at The Boston Consulting Group in their London and Dubai offices. Matt holds an MBA from London Business School and a BSc (Hons) in Chemical Engineering from Queens University.

Mostafa Boutajrit
VP of Loyalty and Financial Services
Caesars Entertainment

Mostafa Boutajrit is tasked with creating and driving programmatic changes and system enhancements for the Total Rewards program. This includes Innovating Total Rewards in a profitable manner, increasing the value proposition and extending where members can earn and redeem Reward Credits. Be the consumer insight and innovation champion for Total Rewards, continuing to evolve the company’s award-winning loyalty program, in addition to marketing partnerships, new M&A and strategic alliances that extend the reach and perceived value of Total Rewards beyond Caesars’ owned and managed properties.

Ryan Mitchell
Director – Loyalty Marketing
Hertz

Ryan Mitchell is the Director of Global Loyalty at Hertz, where he leads the strategy for the Hertz, Dollar and Thrifty loyalty programs. He has more than 16 years of marketing and communication experience in three industry verticals including consumer product goods, restaurants and travel. Mr. Mitchell prides himself as a brand builder who puts customers first with strategic programs and unique offerings. A natural optimist, who is passionate about mentoring others and has extensive experience building teams of successful and happy people. He has worked for notable, premium brands including Ruth's Chris Steak House, Marlboro and Hertz, to name a few. Mr. Mitchell holds a Bachelor's in Marketing, a Master's in Sports Business Management and a Juris Doctorate all from the University of Florida. He lives in southwest Florida with his wife and three children, and can usually be found on the football, soccer or baseball fields.

Monday, 10/25

2:50PM - 3:10PM

Refreshment Break

Monday, 10/25

3:10PM - 3:25PM

How Creating A Brand that Matters Helps Drive Emotional Loyalty

Emmanuel Probst | Global Lead - Brand Thought-Leadership | Ipsos

Monday, 10/25

3:25PM - 4:00PM

Loyalty360 Brand Member Roundtables: Creating Emotional Connections with Customers to Drive Brand Loyalty

Lisa Erickson | Sr. Director of CRM and Loyalty | Sleep Number

Matt Goldberg | Director PRO Strategy and Loyalty | Floor & Decor 

Monday, 10/25 - 3:25PM - 4:00PM | Loyalty360 Member (Brand Only) Roundtable Session

Loyalty360 Member Only Session/Event

Loyalty360 Brand Member Roundtables: Creating Emotional Connections with Customers to Drive Brand Loyalty

We are all familiar with “convenience loyalty,” and brands are getting better at building it. Switching from one brand to another is time-consuming, could lead to a mistake, and you could lose loyalty points or rewards that you have worked hard to build up over time. Customers in this group are loyal to their brands, but that does not mean they are connected, engaged advocates – or even satisfied.

The second type of loyalty is emotional, or true loyalty. This type of loyalty is an emotional commitment so strong that a customer would not even consider looking for an alternative. These customers are not interested in a better deal, promotion, or other types of rewards with another company. They are the true, loyal fans.

If these two types of loyalty are so relatable that everyone has experienced both at some point as a customer themselves, why is it so hard for brands to build emotional loyalty?

During this session, Loyalty360 will share findings from its recently published Emotional Loyalty Industry Brief and a panel of brand members will discuss their journeys of building emotional loyalty with customers, including challenges, successes, and the opportunity they see when it comes to building true, long-term loyalty.

Lisa Erickson
Sr. Director of CRM and Loyalty
Sleep Number

As the Sr. Director of CRM & Loyalty, Lisa leads the development, execution and management of Sleep Numbers Loyalty program, the InnerCircle, as well as all direct mail and email programs. Lisa is responsible for the overall success and ongoing growth and management of these programs. She directs the testing of all programs to ensure continued evolution and growth. She is responsibility for the InnerCircle member engagement and program profitability. Leveraging her deep experience in retail, holding positions in merchandising, finance, strategic and promotional planning and marketing she is able to activate new initiatives quickly and successfully. Lisa is constantly striving to take the InnerCircle program to the next level of engagement. Prior to joining Sleep Number, Lisa held management positions at Best Buy and the Department Store Division of Target Corporation. She is born and bred in Minnesota, living there all her life and earning her Bachelor of Science degree from the University of Minnesota in Retail Merchandising and Business.

Matt Goldberg
Director PRO Strategy and Loyalty
Floor & Decor 

Matt Goldberg is the Director of PRO Strategy and Loyalty for Floor & Decor. Over the past 4 years, Matt has managed the growth of the PRO department and developed the loyalty strategy for Floor & Decor, including creating, rolling out and optimizing PRO Premier Rewards, F&D’s Loyalty Program. Matt has loved contributing to the tremendous growth of the company and is passionate about driving loyalty in an industry where there is so much opportunity to gain Wallet Share.

Monday, 10/25

4:10PM - 4:50PM

Loyalty360 Brand Member Roundtables: State of Customer Loyalty Panel

Don Smith | Senior Managing Director and Strategy & Chief Analytics Officer | Brierley

Jillian Dimoff | Strategic Account Executive | Cheetah Digital

Carlos Dunlap-Beard | VP of Business Development | Clarus Commerce

Moderator: Mark Johnson | CEO | Loyalty360

Monday, 10/25 - 4:10PM - 4:50PM | Loyalty360 Member (Brand Only) Roundtable Session

Loyalty360 Member Only Session/Event

Loyalty360 Brand Member Roundtables: State of Customer Loyalty Panel

We believe that creating engaging experiences to drive lasting customer loyalty is one of the best marketing strategies that brands can currently employ. However, creating loyalty still presents a major challenge for most organizations. They haven’t quite figured out how to leverage and execute the “right” technologies and processes in a meaningful and measurable manner.

As more brands work to achieve the same status as the "best-in-class" brands out there today, we are happy to share insights and trends into our view of the direction of customer experience and loyalty.

Panelists will discuss:

- How a loyalty program or strategy can position your brand to become “best-in-class”
- Adapting to and keeping up with changing customer expectations
- Going beyond points and expanding on individualized experiences and personalization based on data
- Top priorities for marketing executives and how they can best equip their teams to meet their goals

Don Smith
Senior Managing Director and Strategy & Chief Analytics Officer
Brierley

Don earned his Ph.D. in Political Science from The Florida State University, and spent 11 years in academia teaching statistics and policy evaluation. Prior to joining Brierley, he was a research director for Dallas County, in charge of database modeling, data mining, and program reporting. He has authored several journal articles and a full-length book. At Brierley, Don leads our strategic program design practice, responsible for engineering solutions which balance compelling value propositions with enhanced member experiences and data-driven customer engagement. His current client list includes 7-Eleven, Al Tayer, Express, GameStop, Grupo Gigante, Hertz and MoneyGram. An avid theater aficionado, his passion for presentation informs his marketing data analytics, where he eschews the traditional view in favor of a dynamic storytelling model that brings numbers to life through contextualization and the generation of actionable insights.

Jillian Dimoff
Strategic Account Executive
Cheetah Digital

Jillian is a Strategic Account Executive at Cheetah Digital, focused on collaborating with brands who want to deliver a more personalized, data driven customer experience. She has helped well known brands create, implement and evolve their loyalty and CRM strategies by leveraging over 16 years of industry experience from the industry's top agencies. Her expertise spans across all verticals including retail, restaurant, entertainment and hospitality.

Carlos Dunlap-Beard
VP of Business Development
Clarus Commerce

Carlos Dunlap-Beard is the VP, Business Development & Loyalty Strategy at Clarus Commerce. He has spent the past 25 years cultivating a rich background in B2C/B2B engagement strategies, direct marketing, business development, customer acquisition, customer loyalty, data analysis and strategic marketing. A proven marketing strategist and consumer engagement thought leader, Carlos has authored dozens of articles, blog posts and white papers featured in numerous publications and has spoken at many conferences and events.

Moderator: Mark Johnson
CEO
Loyalty360

As CEO of Loyalty360, Mark is committed to bringing loyalty to the forefront as a critical marketing strategy. To further this goal, he has created an unbiased, market-driven clearinghouse and think tank through which users and loyalty providers can interact and collaborate with. His finger on the pulse of what’s happening in loyalty, Mark is driven to give members the expert insight and guidance they need to develop strategies and implement programs that effectively engage their customers and employees and build stronger relationships with them.

Monday, 10/25

5:00PM - 5:30PM