Please enter your username or the email address associated with the account so we can help you reset your password.
It is currently
Join us for a breakfast discussion on the evolving landscape of data and privacy regulations and their implications for customer loyalty programs. We'll explore how brands can navigate compliance while maintaining and enhancing customer trust, personalization, and engagement. Brand/marketers are invited to join this discussion and share their perspectives, best practices, and innovative strategies to foster long-term customer loyalty in a privacy-conscious world.
Key takeaways will include:
Gain insights from Hilton Honors SVP Jenn Chick on the pivotal role of co-branded credit cards in driving member engagement, enhancing customer experiences, and fostering brand loyalty. Discover how Hilton Honors and American Express have forged a successful partnership to deliver unparalleled value to cardholders while unlocking new avenues for revenue growth and customer acquisition.
Jenn Chick is the senior vice president and global head of Hilton Honors and Customer Engagement at Hilton. Jenn has more than 20 years of experience developing innovative marketing strategies across a variety of industries, including hospitality, travel and consumer packaged goods. In her current role, she is focused on elevating the customer experience and driving acquisition and retention for Hilton Honors, as well as overseeing performance and benefits, setting reward pricing and strategy, and providing overall program management. As a Hilton Honors member for almost a decade, her favorite benefit is the warm welcome and hospitality she receives no matter where in the world she stays.
Most recently, Jenn served as vice president of marketing execution and operations at Hilton, where she transformed marketing operations through the use of analytics, process optimization, automation and organizational transformation. She was responsible for developing a global integrated marketing strategy and delivering customer-centric content and creative to drive better marketing returns and customer experiences.
Prior to joining Hilton, Jenn worked for MarketBridge, McCann-Erickson and Arnold Worldwide in various marketing, sales and advertising roles. She holds an MBA from The Darden Graduate School of Business at the University of Virginia and a B.S. in Marketing from George Mason University. While Jenn can most frequently be found at a roadside Hampton by Hilton with her husband and three children, she always appreciates an opportunity to use her Hilton Honors Points for a special getaway at one of Hilton’s luxury resort properties around the world.
During lunch on June 5th, 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.
Prior to his current role, John had worked with other products including; Vehicle Lending, Investments, and Credit Card. While in Card, John was the Director of Preferred Products and New Account Acquisition where he was responsible for all mass affluent BofA and Merrill branded products. John is the architect of the award winning Travel Rewards Card and led the effort to bring Chip technology to BofA cards.
Before his product roles, John spent the first half of his career in Credit Risk, where he was the Director of Risk Strategies. In this role, John oversaw existing account management strategies which included; line management, balance stimulation (cash and retail), authorizations (overlimit and delinquent) and other payment related strategies.
John began his career with BofA via the MBNA acquisition. He has an undergraduate degree from the University of Delaware where he was a Finance major. He also has an MBA from Penn State’s Smeal College of Business where he graduated with distinction and is a member of the Beta Gamma Sigma academic honor society.
John is involved in several community organizations. He is a lifesaver for the Blood Bank of DE and coaches several youth sport teams in Kennett Square, PA where he resides with his wife and three kids.
The current Head of Loyalty for Giant Food, Ryan Draude has invested his career in the evolution of long-term customer relationships made through the benefits of loyalty & retention programs.
With Giant, he is responsible for fostering the customer relationships with prospective and current shoppers across omnichannel interaction points and forging the path toward benefits and experiences that serve millions of shoppers who shop both in-store and via eCommerce across the Mid-Atlantic.
Ryan formerly led Choice Privileges, the multi-billion-dollar reward program for Choice Hotels, and over a five-year period overhauled the program via the scrutiny of member data and the respect to listen to what members sought from the program. The results catapulted the program to its first major Freddie Award and moved the program from #11 in the country to #2 in the US News & World Report’s Best Hotel Reward Program category.
Prior, Ryan earned a U.S. patent for his work standing up Sallie Mae’s customer engagement efforts via his delivery of the first true-cost college affordability online tool for all families to understand the real education financing. His tenure includes other loyalty, marketing, and financial leadership positions with Rite Aid, Capital One, Citigroup and Switchfly.
He is also an Adjunct Professor at Georgetown University, teaching Loyalty Strategy within their Hospitality Leadership program at the Master’s level for the past four years.
Barbara Hagen is the Vice President of Sales and Marketing of ThriftBooks, the world’s largest online independent seller of used and new books. Hagen has more than 20 years of experience as a senior marketing executive with an exceptional track record of success at Fortune 100 companies spanning Retail, CPG, and Tech and proven expertise in many areas including global strategy; loyalty and retention; eCommerce, inclusive of digital and performance marketing; omnichannel marketing; media, social, and multi-channel communications. Her previous roles include executive marketing leadership positions at Target, Microsoft, Best Buy and Johnson & Johnson.
As a data-driven marketer she leverages her experience to drive profitable sales growth, establish deep customer loyalty, and bring to market innovative strategies for ThriftBooks. Her extensive background has enabled her to successfully deliver continued top-line and bottom-line growth for ThriftBooks while strengthening the brand’s overall market position within the industry.
Hagen received her undergraduate degree in Marketing and Advertising from Syracuse University, an MBA in International Marketing from NYU’s Stern School of Business, and a Master of Science in Business Analytics also from NYU’s Stern School of Business. She lives in the Seattle area with her husband, three kids, and two much-loved cats.
Maria is a dynamic leader at the intersection of Marketing, Technology, and Innovation, with over 15 years of extensive industry experience.
At Burger King, Maria spearheads digital innovation campaigns and partnerships that build brand loyalty and drive customer acquisition. Her initiatives have employed a variety of gamified tactics and emerging technologies, including NFTs, cryptocurrency, and, most recently AI, where she led Burger King’s first AI-powered campaign, “Million Dollar Whopper Contest.” Her expertise in blending technology with creative marketing solutions is continuously reshaping the digital experience.
Maria’s creative foundation is rooted in Graphic Design and Art direction and her previous experience at companies like Fox Entertainment and Spotify have sharpened her ability to drive brand engagement through creative content strategies. As a proud Colombian and an empowered Latina, Maria brings a unique perspective, championing diversity and innovation in every project she undertakes.
Marquita Ferguson is the VP, Digital Director for the Preferred Rewards for Business program at Bank of America that provides exclusive loyalty rewards for Small Business members who deepen their relationship with the bank. She is responsible for managing the PRB lifecycle by developing the program’s overall strategic roadmap and driving tactics to support the program’s business objectives while integrating across multiple product lines such as Card, Savings, Deposits, Merchant, Payroll and beyond. She leads the strategic development and execution of the company’s annual PR Year End Summary personalized videos, while continuing to achieve recognition as a Loyalty360 industry leader in B2B rewards programs. Notably, Marquita recently won the company’s most prestigious Pinnacle 2023 Award for her team’s innovative video production efforts in support of National Entrepreneur’s Day.
Working in a variety of agency and client-side positions she’s led CRM Strategy, Loyalty, Analytics and Insights with the pleasure of partnering with best-in-class brands across various verticals including: American Eagle Outfitters, Build-A-Bear Workshop, The Container Store, Comcast Communications, Express, GameStop, Famous Footwear, Hard Rock International, Hertz, Jiffy Lube, Michaels, Procter & Gamble, R.J. Reynolds, T.J.Maxx, StubHub, Victoria’s Secret, and Unilever.
In her current role as Vice President, Digital, Loyalty & CRM at Cracker Barrel Old Country Store, Amy’s strategic vision propelled Cracker Barrel’s digital transformation while maintaining its cherished traditions and delivering on Cracker Barrel’s brand promise of Pleasing People and caring for guests like family. Whether it’s enjoying a hearty meal, exploring the retail store, or participating in the recently launched rewards program, Cracker Barrel remains a beloved destination for guests across the country.
Amy holds a B.S. in Marketing from Clarkson University and an MBA from the University of Texas, Dallas. She’s called northern New York, Connecticut, Texas, California and for the past 15 years, St. Louis home.
Matt Fitzenberger, Director of Loyalty at Target, leads the Strategy and Design team dedicated to shaping the future benefits, perks, rewards and overall progress of Target Circle and Target Circle 360.
Matt has been with Target for 19 years. Prior to his involvement with loyalty, he has held various roles within Target's Merchandising divisions, focused on Price, Promotion, Space & Planning, as well as enterprise initiatives.
Matt earned his BA in Marketing and Entrepreneurship from the University of St. Thomas in Minneapolis, MN. He resides in a northern suburb of Minneapolis with his wife, Rachel, and daughter, Ella.
Brands face many challenges when maintaining a vibrant customer loyalty program that engages members, elevates the customer experience, and fosters brand affinity. While some challenges might seem obvious — getting internal stakeholder buy-in for loyalty efforts, leveraging the right technologies and trends to remain competitive in the marketplace, mastering the art and science of providing members with a truly authentic personalized experience, etc. — there is also a dark undercurrent sneaking below the surface of customer loyalty: fraud.
Join us for an insightful session, led by Ryan Draude, Head of Loyalty at Giant Food, as he discusses the pressing issue of loyalty program fraud and its ramifications on brands. This session will shed light on the growing presence of manipulation of loyalty accounts from both internal and external origins. We will explore various types of loyalty fraud, their processes, impacts, and, most importantly, strategies to detect and control these issues within loyalty programs.
Key Takeaways: