As an actuary in the WTW Risk and Analytics practice, Ron provides consulting services involving most commercial property-casualty lines to a variety of insurance companies and self-insured organizations. Ron has 33 years of actuarial experience and has provided actuarial consulting services for the last 23 years. Ron provides reserve and pricing analyses spanning workers’ compensation, auto liability, general liability, hospital professional liability, product liability, garage liability, warranty, loyalty and garagekeepers liability.

Ron has completed predictive models spanning workers’ compensation, auto liability, and general liability. The models have focused on claim severity, litigation propensity, nurse case management resource allocation and claim adjuster assignment. The pricing and reserve studies analyzed food and beverage, manufacturing, retail, construction, and energy risks. He has been approved to provide captive loss reserve opinions by regulatory authorities in Vermont, Arizona, Montana, and Bermuda.

Ron earned his undergraduate degree in Mathematics with a minor in Statistics at Colorado State University in Fort Collins, CO.   Ron is a member of the American Academy of Actuaries and Casualty Actuarial Society.

 Manolis is the leader of WTW’s Loyalty Rewards Practice. He has led numerous client engagements related to liability valuation and liability management for Loyalty Programs. He has provided consulting services for Loyalty clients in the Frequent Flyer, Hospitality, Retail/Gift Cards, Financial Services/Credit Cards, Transportation, Sports Associations, OTA, Mobile Rewards programs and Cruise Line industries working with clients in four continents. He has developed various models to quantify the impact of proposed marketing and structural changes in loyalty programs, with the use of predictive analytics.

Mr. Bardis has extensive experience in the actuarial analyses of claim liabilities for all types of property and casualty (P&C) insurers. Mr. Bardis is responsible for the preparation of several Statements of Actuarial Opinions and the supporting actuarial analyses. He has performed reserve analyses for large P&C insurers, captives and risk retention groups. Manolis has analyzed the liabilities for a number of Bermuda domiciled reinsurers and has assisted reinsurers with the pricing of excess layers of coverage. He has also been responsible for several rate filings.

He has provided litigation support to two clients supporting their position that their booked liabilities are fair and reasonable. He was involved in the valuation of the claim liabilities and subsequent negotiations with creditors for a large insolvent international reinsurer. He has assisted large P&C insurance companies with developing monthly monitoring reserve systems for all of their coverages.

He has presented at the Casualty Actuarial Society meetings, the CLRS and the Casualty Actuaries of New England (CANE) meetings. He has served as member on various CAS committees.

With over 25 years of marketing experience in loyalty, brand strategy, and consumer insights, Denise leads Phaedon's strategy, experience, and research team. She has spearheaded industry-leading research initiatives, including "Humanizing Loyalty" and "Sparking Consumer Participation Through Shared Values and Beliefs." Her strategic guidance serves clients across travel, hospitality, retail, restaurant, health, and wellness industries. A recognized voice in the loyalty industry, Denise is a regular presence on conference stages and as a featured webinar guest, and leads a team known for pushing the boundaries of loyalty thinking.
 
Prior to Phaedon, Denise ran her own strategy consulting practice, served as director of strategy at Optum, and spent more than a decade in loyalty and brand planning roles at Carlson Marketing. She excels at uncovering insights and actionable strategies that enable organizations to build emotional loyalty with their audiences and drive business growth. 

JR focuses on creating engaging data-driven experiences for brands that customers love. His commitment to craft critical thought-out strategies allows him to perform complex customer analytics and to drive results with relevant data. He specializes in customer analytics, marketing communications and strategic planning.  
 
JR has close to 10 years of experience within the Loyalty Marketing industry and has extensive experience across retail, travel, entertainment, restaurants, and financial institutions. Some of the retail companies that he has worked with are, Warner Bros, PetSmart, Dillard’s, and Walgreens.

Brad Federman is the Founder and President of PerformancePoint LLC, a leading performance improvement company. With over 30 years of corporate experience, Brad is an international author, speaker, coach, and consultant dedicated to helping organizations build thriving cultures,  level up leadership, energize employees, and captivate customers. Brad has won several industry awards including: 2024 and 2025 Top 30 Global Gurus in Organizational Culture, Top Keynote Speakers You Must Follow to Change Your Life 2025 and the 2025 James House Williamson Award Recipient. He is an accomplished author with 4 published books, and numerous articles," His latest book “Never Delegate Again: Uncover the Secret to Growing Your Company, Your People and Yourself” with an introduction by Marshall Goldsmith is garnering much praise. Brad is a highly requested speaker at conferences worldwide and frequently featured in spaces and places such as Fortune, FOX Business and Forbes. He holds degrees from Vanderbilt University and the University of Maryland.  He also advises organizations such as CuesHub and has served on and led several charitable boards.

Len Covello is the Chief Technology Officer at Engage People Inc., where he leads the company’s long-term technology strategy and drives innovation across the loyalty and payments landscape. A recognized thought leader in the industry, Len plays a central role in advancing solutions that connect loyalty programs with real-time commerce experiences.

Len’s expertise spans web-based application design and development, with a strong focus on user experience and process automation across complex business environments.

He is a member of the Forbes Technology Council, a key member of the Engage executive leadership team, and serves on the company’s Board of Directors.

Andy Locke is Partner and Director of Strategy & Data at Response Labs, with 20+ years leading CRM, loyalty, and customer engagement strategies for national brands. A longtime agency operator and customer data practitioner, he combines strategic vision with hands-on analytical rigor to help brands move beyond points and discounts into more meaningful, behavior-driven loyalty experiences. His work spans loyalty program design, segmentation, lifecycle marketing, and AI-augmented analytics across restaurant, grocery, retail, and franchise brands, including Ahold Delhaize, Blaze Pizza, Outback Steakhouse, Playa Bowls, SONIC Drive-In, American Iron and Steel Institute, and Floor Coverings International.

Michael Puffer is a 15-year loyalty strategy veteran and Director of Loyalty Consulting at Salesforce. He has worked with more than 100 brands to design, launch, and evolve loyalty programs across retail, consumer goods, travel, hospitality, and other industries. He specializes in sustainable program design, gamification, member engagement, and multi-brand design systems, helping brands create differentiated experiences that move beyond transactions to build deeper, more durable customer relationships.

Prior to joining Salesforce, Michael was a leader in loyalty and CRM consultant for Merkle, HelloWorld, and Cheetah Digital.

Yosef Peterseil is Co-Founder and COO of Blings, with more than 15 years of experience leading go-to-market efforts across marketing, consulting, and sales. A second-time founder, investor, and Wharton MBA, he brings a practical view on scaling new technology and turning it into real business impact.

His work has focused heavily on loyalty and customer experience, helping brands create more relevant and measurable customer journeys through personalized, interactive video. He has worked with brands including McDonald’s, Macy’s, and Live Nation on initiatives tied to engagement, retention, and lifecycle marketing.

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.

Brad is the Vice President of the Hilton Honors Program leading the team that sets the strategy and vision for building the best loyalty program experience across all industries for our over 210M+ members in every corner of the world. He currently served on the Board of Advisors of Loyalty 360 and been contributing to that group since 2024.

He has extensive experience in loyalty program design, CRM, global business strategy, financial and economic analysis, innovation methodologies, business case creation, product development, visualization analytics, project management, and communication strategy. He is very passionate for the hospitality and travel industry and is always seeking innovative approaches to marketing and the loyalty industry. 
He has served in a management role with responsibilities for guiding 65+ team members over the past 10+ years (current team is 40+ team members). He has also authored several papers, including the "The Craft of Incentive Prize Design: Lessons from the Public Sector," and "The Value of Crowdsourcing: A Public Sector Guide to Harnessing the Crowd."

Teddy Sergesketter is a Lead Loyalty Solution Engineer at Salesforce, where he leads Loyalty
strategy & technology transformations for Travel & Hospitality, Manufacturing & Auto, and
Comms & Media companies. Since Salesforce launched its Loyalty platform 6 years ago, Teddy
has served as its leading pre-sales subject matter expert, supporting experience evolutions for
programs with over 500M combined members. He is noted for customer-centric innovation in
conversational loyalty, agentic program operations, fraud detection/mitigation, & gamification.
Prior to joining Salesforce, Teddy worked in aerospace, where he earned multiple patents for
software applications used in manufacturing design systems.

Teddy holds Bachelors & Masters degrees in Mechanical/Industrial Engineering and resides in
Indianapolis, Indiana, where he also serves as a Project Manager for Servants at Work, a
non-profit organization that builds wooden wheelchair ramps for Hoosiers with disabilities.

Russ Adams is a Senior Director of Product Management at Salesforce, leading the outbound
US Product team for the Loyalty Management product line, which includes Loyalty
Management, Referral Marketing, and Real Time Offer Management (RTOM). With over 11
years at Salesforce and decades of overall experience, Russell was instrumental in the design
and launch of the Loyalty Management platform over six years ago. He is a veteran in
developing, designing, and selling Loyalty and Incentive Management solutions across Travel,
Transportation & Hospitality, Retail & Consumer Goods, Automotive, Manufacturing, and High
Tech & Communications industries.

Russell holds Bachelors and Masters degrees in Biochemistry and Molecular Biology and
Computer Information Systems and resides in Boulder, CO, where he is an avid weight lifter and coaches many sports centered around his 3 kids.

Michael Puffer is a 15-year loyalty strategy veteran and Director of Loyalty Consulting at
Salesforce. He has worked with more than 100 brands to design, launch, and evolve loyalty
programs across retail, consumer goods, travel, hospitality, and other industries. He specializes
in sustainable program design, gamification, member engagement, and multi-brand design
systems, helping brands create differentiated experiences that move beyond transactions to
build deeper, more durable customer relationships.

Prior to joining Salesforce, Michael was a leader in loyalty and CRM consultant for Merkle,
HelloWorld, and Cheetah Digital.

Alex Preece is the Co-Founder and CEO of Tillo, a global gift card network and API designed to simplify engagement and drive growth for brands and buyers. At the end of 2023, Alex relocated to Austin, Texas, to lead Tillo’s expansion in the U.S. market and strengthen the company’s global presence. Previously, Alex served in the British Army for six years, seeing active duty in both Bosnia and Iraq. He also founded the UK’s first daily deal business, which was later sold to Moneysupermarket.com, the world’s largest comparison website.

Having processed over $4.5 billion in gift cards to date, Tillo operates in 40 countries and across 25 currencies and is now a leading innovator in digital rewards and incentives globally.

Ashley is a marketing executive with a track record of building modern, high-performing marketing organizations and driving growth for iconic global brands including Amazon, Starbucks, KFC, and Pizza Hut. Known for seamlessly integrating brand, performance, and customer experience, Ashley has led large-scale transformation across CRM, loyalty, digital, and omnichannel ecosystems. Her work focuses on turning complex marketing operations into cohesive, customer-first strategies, data-led systems that deliver measurable business impact.

Caitlin brings 15 years of strategic SaaS implementation experience to her current role as Head of AI Success at Braze. Over her four-year tenure with the Decisioning Studio product, she has worked across a wide range of industries to drive measurable results that align our innovative technology with core business outcomes.

SuAnn Carriero is a Rewards Executive at Bank of America and head of Loyalty and Rewards Program, Product and Channel Integration and Business Insights. In this role, she connects partner initiatives and develops business insights across Preferred Rewards, BankAmeriDeals®, the Travel Center, and Card Rewards Redemption, all designed to deepen client engagement, drive satisfaction, and increase retention and spend.

Prior to her current role, SuAnn served as Head of BankAmeriDeals, where she led the launch of a new, intuitive offers platform in partnership with a third‑party provider. This transformation significantly enhanced functionality, personalization, and the overall client experience, enabling clients to save seamlessly during everyday spending.

Earlier in her career, SuAnn led Quantitative Analytics teams, overseeing segmentation, investment, and rewards analytics. She supported the launch of the Preferred Rewards® program in 2014, leading the Quantitative Analytics team responsible for measuring client impact, optimizing benefits, and scaling the program successfully across the enterprise. Beyond Loyalty and Rewards, SuAnn has held leadership roles across several critical areas at Bank of America, including Business Intelligence, External Reporting, and Finance, and previously served as Chief Financial Officer for America’s Investment Banking business.

With more than 30 years at Bank of America and Merrill, SuAnn is deeply committed to associate development and employee engagement. Over the past five years, she has helped establish employee satisfaction initiatives focused on cross‑team collaboration and the sharing of best practices, reinforcing a culture of growth, inclusion, and high performance.

SuAnn has an MBA from Lehigh University and is a certified public accountant.

SuAnn resides in Scarborough, Maine, and loves to spend time outside hiking, skiing, paddleboarding, and biking.  She is also active in her community across various school and non-profit organizations.

Nicole Hulstein currently holds the role of Loyalty Marketing Manager for Food Lion, a grocery retailer that operates 1,108 grocery retail locations over 10 states. As Loyalty Marketing Manager, Nicole is responsible for ensuring that the strategy of Food Lion's Loyalty Program achieves the key performance indicators of a strong loyalty program while achieving the financial obligations for the organization. She serves as the key CRM owner of the email and push channels.

Nicole has worked in grocery retail for 19+ years in many capacities including procurement, financial analysis, merchandising, category management and her current passion - loyalty marketing! In the years of service, Nicole has led teams through innovative dynamic supply chain changes, system migrations, process changes and category management of a multi-million dollar business. She brings creativity and a curious mindset to the loyalty area of the business - traits that were paramount to the creation of a 3 year strategy plan to inform the future of Loyalty for Food Lion.

Nicole has a bachelor of science degree with a marketing concentration from Pfeiffer University. She has enjoyed many post graduate training and development opportunities including: Cornell University Food Management Program, Scotwork North America Advanced Negotiation Skills and Emerging Leaders Program at the University of Arizona.

Nicole brings creative high energy and optimism to address business opportunities and align teams on a go-forward process to achieve objectives. She has a keen understanding of the supply chain side of the organization and our customer which she brings into creating meaningful marketing materials which communicate the right message while driving strong financial performance.

Nicole has received several professional recognitions including "Produce Business Top 40 Under 40" (2020), Emerging Leader (2021) and Mentor in the Making (2022).

She resides in Kannapolis, NC with her husband (Kevin), children - Noah and Quinn. 

Amanda McMahan is a Sr. Insights Director at Chadwick Martin Bailey (CMB) who specializes in turning complex data into clear, actionable strategy for some of the world's most recognized brands — including American Express, Meta, Dell, Intel, Microsoft, and Netflix. With a background spanning market research, brand health, consumer journey, and growth and innovation, she brings a rare breadth of expertise that allows her to meet clients where they are, whether they're trying to understand their customers, break into new markets, or strengthen brand loyalty. Amanda has a knack for asking the right questions, connecting the dots across industries, and translating research into insights that actually move the needle. A Virginia Tech Hokie based in Blacksburg, VA, she balances her love of data with a love of adventure — whether that's exploring new trails, dusting off her roller derby quads for a skate night, or traveling with her two young sons.

Max Kenkel is the Sr. Customer Loyalty Solutions Manager at ITA Group, where he leads the Customer Solutions line and oversees the six essential components of successful loyalty programs—from strategy and data to rewards and execution. With more than a decade of experience across customer, channel, and employee loyalty, Max brings a pragmatic, data-first perspective to building programs that are both effective and defensible to stakeholders. He is a frequent voice on the role of data in decision-making, often emphasizing that while intuition has its place, results are easier to justify when backed by insight. Max regularly shares his expertise through industry podcasts, articles, and conference conversations focused on emotional loyalty and customer engagement. Outside of work, he plays bass in a pop punk band, explores national parks, and published his first book of poetry in 2023.

Sarah VanDerHart is the Customer Loyalty Insights and Strategy Leader at ITA Group, bringing more than 14 years of experience across B2B marketing strategy, experiential marketing, and marketing operations. She translates data-driven insights into results-oriented strategies that align with market trends and build emotional connections between customers and brands. As a leader of award-winning marketing teams, Sarah is known for her ability to turn complex insights into clear, actionable direction that drives growth and loyalty. She holds a degree from Iowa State University and is based in West Des Moines, Iowa. Outside of work, you’ll find her hosting gatherings with friends, running around with her husband and two daughters, or cheering on the Iowa State Cyclones.

Jacob is a dynamic business leader and strategist specializing in media, technology, and telecommunications. At TELUS, he leads the teams responsible for content deals, consumer product strategy, and global partnerships. With a proven track record spanning corporate strategy, global deals and partnerships, and product commercialization, Jacob was the visionary for the newly refreshed and national TELUS Rewards loyalty program. Starting with a groundbreaking airline strategic alliance with WestJet, the refreshed TELUS Rewards program includes new partner perks and provides Canadians with more reasons and ways to join, maximizes engagement and value for members, and enhances customer retention.

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.

Arnab Goswami is a seasoned leader in digital transformation, customer engagement, and loyalty, with over 24 years of experience across telecom, retail, and media. As Vice President of Customer Engagement & Partnerships at Deutsche Telekom AG, he leads group-wide initiatives and is the driving force behind “Magenta Moments,” the unique cross-border telco engagement program, successfully launched across nine countries in Europe.

Previously, Arnab built and scaled Etisalat’s “Smiles” platform into a major revenue-generating ecosystem. Known for combining strategic vision with execution excellence, he specializes in creating innovative engagement models that drive customer loyalty, unlock new revenue streams, and transform businesses at scale.

Kevin is a finance professional with over 15 years of experience in the Consumer and Small Business banking space. His previous experiences include a range of roles from building digital products, managing marketing campaigns, launching internal innovation strategies, creating new product strategies, and delivering loyalty and rewards to customers.

Currently at Bank of America, Kevin is the new lead for BankAmeriDeals, a program that offers cash back, discounts, and coupons to millions of Bank of America debit card and credit card customers. In addition, he leads strategic partnership development with select brands on the platform.

Tosan Joe is a Partnerships Manager at Petro-Canada, where she stewards the loyalty relationship with The Royal Bank of Canada (RBC).

She holds a degree in Mass Communication and is a Certified Business Analyst, with over 16 years of experience across advertising and the Oil and Gas industry. A goal-oriented and customer-centric loyalty professional, Tosan is skillful in relationship management and customer engagement, playing a key role in advancing partnership transformation, driving strategic alignment and incremental program growth.
Outside of work, Tosan enjoys traveling and spending quality time with her family.

Aanchal Agarwal is a hospitality and loyalty strategist with over eight years of experience designing, evolving, and scaling customer loyalty programs in the hotel industry. Her work spans loyalty program strategy, elite benefit design, member engagement, and co-brand credit card partnerships. Known for blending customer insights with commercial rigor, Aanchal has led complex, cross-functional initiatives that strengthen loyalty, elevate the guest experience, and drive long-term value for both members and partners. Prior to her current role, she held loyalty strategy positions at Choice Hotels, where she focused on program growth, elite benefits, and member experience improvements. Aanchal is passionate about building loyalty ecosystems that are relevant, flexible, and grounded in real customer behavior.

Derek Hagman is a customer loyalty strategist and data-driven marketer with experience helping major consumer brands deepen member relationships and drive lifetime value. As Director of Loyalty Member Experience at MGM Resorts International, he strategizes for the MGM Rewards program — one of the largest loyalty programs in the hospitality and gaming industry — translating member insights into initiatives that have achieved record-high satisfaction scores.

Before joining MGM, Derek spent eight years at Regal Cinemas spearheading the analytics behind the relaunch of its 10-million-member Crown Club and the rollout of the Regal Unlimited subscription program. His expertise spans loyalty program design, voice-of-the-customer research, and cross-functional leadership.

Derek holds an MBA in Marketing and Finance from the University of Tennessee and a BS in Telecommunications from the University of Florida. He is a Loyalty360 member and was awarded as a Knox News 40 Under 40 honoree.

Anil Mansukhani is a Product Marketing and Strategy executive with B2C and B2B industry experience in travel/hospitality, mobile digital media, wireless technology, consumer electronics, and financial services.  He leverages data-driven research and analytics to drive business plan development and profitable ROI growth strategies.  His primary focus has been in new product development and marketing strategy with additional emphasis on customer acquisition, analytics, and loyalty marketing.  Anil currently leads Loyalty Marketing on behalf of MGM Resorts where he is responsible for designing and executing marketing strategy, campaigns, events, and experiences to drive growth in member enrollment, acquisition, engagement, and retention for the recently launched MGM Rewards loyalty program.  He also leads business development and product management for MGM’s loyalty and financial partnerships. 
  
Prior to his time at MGM Resorts, Anil spent 20+ years at Fortune 500 companies such as Carnival Corporation, Sony Electronics, Qualcomm, and Discover Financial Services.  During this time, Anil held management positions in digital marketing, product management, new product development, revenue management, business development, digital transformation, customer experience, corporate strategy, and analytics.  Anil is a Chicago native, but now lives in Los Angeles with his wife and son.  

Digital marketing, eComm and loyalty leader with 20+ years’ experience at Domino's and Tropical Smoothie Cafe. At Tropical Smoothie, Melissa led Loyalty, CRM, 3PD and Digital Listings, growing loyalty by 50% in one year and leading MarTech strategy. She crafted promotions that drove the highest sales days in Tropical Smoothie’s history and drove the app to #1 in Food. At Domino’s, she oversaw one of the largest loyalty programs and implemented the some of the largest eCommerce A/B testing wins in the brand’s history. Melissa also led store tech, including the self-driving pizza delivery test, ordering & check-in kiosks and digital menu boards.

Jenn McMillen is a nationally known loyalty and CRM expert, a Certified Loyalty Marketing Professional (CLMP), and currently VP of guest loyalty & insights for Nothing Bundt Cakes. She’s also the founder of Incendio, a consulting firm that helps companies build and fix their loyalty and CRM programs. Notable clients include Chipotle, GNC, PetSmart, Dave & Buster’s, and NASCAR, to name a few.

Prior to founding Incendio 10 years ago, Ms. McMillen served as VP CRM & Analytics at Michaels Arts and Crafts. Before Michaels, she spent five years at GameStop as VP Loyalty, where she created and launched GameStop’s PowerUp Rewards program, which changed GameStop’s entire approach to marketing. Jenn is a loyalty OG who built & launched Blockbuster Rewards in 1998, one of the first non-travel loyalty programs to hit the mainstream.

She has been recognized with multiple major industry awards for her work in increasing topline revenue for Fortune 500 companies and sits on several professional boards. Plus, she’s a member of more than 100 loyalty programs.

Katheryn Milligan is a Sr. Analyst on the Digital Marketing team at Restaurant Brands International, where she helps transform customer data into meaningful connections. She supports loyalty strategy and personalization for Burger King U.S., developing targeted campaigns and engagement moments that boost retention, drive visit frequency, and generate incremental revenue.

With a focus on data‑driven decision‑making, Katheryn supports the growth of a strong test‑and‑learn culture—continually refining performance and building on what’s already working. She is especially passionate about evolving loyalty beyond transactions, creating experiences that foster genuine, emotional connections between brands and their customers.

Andrea Navarro leads customer engagement for Burger King’s Royal Perks program across lifecycle marketing and digital channels. With nearly a decade of experience spanning retail and QSR, she focuses on building CRM programs that drive customer frequency, retention, and long-term value.  

At Burger King, Andrea has played a key role in redesigning the Royal Perks program – strengthening its structure and enabling more targeted, data-driven engagement over time. Her work has helped shape how the brand approaches loyalty and CRM, leveraging segmentation and journey orchestration to create more relevant customer experiences.  

Jack Kelly is a Product Management Executive at Bank of America, serving as Head of BofA Rewards Strategy. He is responsible for driving the long-term growth, performance, and client experience of the BofA Rewards and Preferred Rewards for Business programs, including benefits such as Lifestyle Benefits, Subscription Credits, Exclusive Deals, and Fraud & ID Monitoring. Jack joined Bank of America in 2022 within the Product Innovation group, where he led the launch of SafeBalance for Family Banking in 2024. Prior to Bank of America, Jack spent several years at Citibank in the consumer business, holding roles across Digital Acquisition, Innovation, and MarTech Delivery. A proud New Yorker, Jack works in Bryant Park location and resides in Westchester

As the Vice President of Marketing + Branding at Chatters, Lindsay Lorimer-Stewart leads omni-channel marketing across a national network of 115+ salon/retail locations and ECommerce.

She recently led the launch of Chatters Rewards, the company’s omni-channel loyalty program, alongside its customer-facing mobile app, advancing a more connected, personalized approach to customer engagement and retention.

With over 20 years of experience across retail, beauty, and agency environments, Lindsay is recognized for building and driving teams that deliver high-impact marketing strategies that connect brand, data, and customer experience, driving loyalty, engagement, and sustained business growth.

Georgia Sapounas is Vice President of Digital Products and Innovation for the Cleveland Cavaliers and Rock Entertainment Group, where she leads strategy across fan experience, digital platforms, growth marketing, and next-generation loyalty.

She is the architect behind Cavs Rewards, a first-of-its-kind loyalty platform in professional sports that connects everyday fan behavior to partner ecosystems and team experiences. Built on secure card-linking technology, the program is transforming loyalty into a year-round engagement and revenue platform for the organization.

Previously, she led digital platforms, content, data strategy, and digital partnerships for Team Canada across three Olympic Games, including the creation of the Canadian Olympic Club, one of the earliest national fan identity and rewards platforms in sport, which grew to nearly half a million registered members in its first three years.

Across both Team Canada and the Cavaliers, her work focuses on building scalable systems that strengthen direct relationships between teams, partners, and fans.

Before her career in digital innovation, she spent nearly a decade competing on the Canadian National Team, where she became a four-time National Champion and World Bronze Medalist.

Lynsey White is the Director of Integrated Marketing at World Travel Holdings, where she leads cross-channel marketing strategy across a portfolio of leading cruise brands including Cruises.com and Cheap Cruises. With a strong focus on customer engagement, loyalty, and performance-driven growth, Lynsey specializes in building integrated campaigns that connect brand, content, and conversion.

Glynis is a seasoned loyalty and member experience leader with over a decade of experience designing, launching, and optimizing rewards programs within the financial services industry. She currently serves as the VP - Loyalty Product Manager at North Carolina State Employees’ Credit Union where she leads the strategy, implementation, and ongoing evolution of their credit card rewards program, including both points- and cash-based ecosystems. She brings a wealth of loyalty experience from her past positions at American Express. Glynis is passionate about helping NCSECU evolve the rewards programs to stay competitive in an ever-changing landscape.

Todd Parrish is the AEVP of Card Service with responsibilities for Card Strategy, Operations, and Compliance. He has 15 years in the finance industry to include Capital One, First Citizens, and now NCSECU for the past five years. Todd enjoys pursuing new challenges to help associates grow, expand the organization’s knowledge, and provide new products and experiences to help NCSECU’s members and employees achieve their financial and career goals. NCSECU’s focus on people helping people aligns with the values he garnered previously in the United States Army. In the end, he wants to provide card products which delight our members to create loyalty throughout their lifelong financial journey.

Kelsey Ferguson is the Loyalty Program Manager at Petro-Canada, accountable for accelerating growth across the Petro-Points and Platinum Status programs. A designated Chartered Professional Accountant (CPA), she brings 19 years of experience at Suncor, where she built deep expertise in Business Planning & Analysis and became known for elevating quality, strengthening governance, and driving continuous improvement. 

She sets the strategic direction for Petro-Points and leads cross-functional initiatives that deliver against our growth strategy—sharpening program performance, prioritizing the highest-value opportunities, and translating insights into action. With a tenacious, growth-minded, and highly collaborative leadership style, Kelsey aligns stakeholders, removes roadblocks, and drives measurable outcomes that strengthen the business and improve the customer experience. 

Outside of work, Kelsey can often be found at the rink—coaching her daughter’s hockey team. 

Enna Allen is Senior Vice President of Marketing at Simon, where she oversees Retailer, B2B, and Integrated Marketing across a portfolio of 200+ shopping destinations spanning Malls, Mills, and Premium Outlets.

Since joining Simon in 2017, Allen has led several high-impact initiatives. She helped launch Simon Search, a digital tool that enables shoppers to browse real-time inventory across multiple retailers within a Simon center, bridging online discovery with in-person shopping. Most recently, she was part of the core leadership team behind the development of Simon+, Simon’s new omnichannel loyalty program built for today’s modern shopper. Simon+ offers cash back, points, and exclusive perks for purchases made in-center and online, driving traffic, repeat visits, and customer acquisition while deepening engagement with Simon’s retailers and brand partners.

Allen is a forward-thinking marketing leader with over two decades of experience in the retail real estate industry. She brings a strategic, consumer-centric approach to brand positioning, digital engagement, content innovation, and experiential marketing. Prior to joining Simon, she held marketing leadership roles with Howard Hughes and Westfield.

She holds a B.A. in History from York University and an M.B.A. from DePaul’s Kellstadt Graduate School of Business.

Blake Thomas is the Lead Director of the Loyalty & Recognition team at USAA.  After joining USAA 3 years ago, Blake's role has been focused on developing and leading loyalty-related initiatives including the membership benefits experience, credit score monitoring, member recognition, and the development of an association-wide loyalty program.

Prior to USAA, Blake worked in consumer banking Strategy for 9 years at Truist and Bank of America. While at Truist he led a Strategy and Competitive Intelligence team supporting segmentation strategies, Client Lifetime Value, strategic planning, and the BB&T/Suntrust Merger.

Blake has an MBA from Wake Forest University and a BS in Management and Accounting from Purdue University. Outside of work, he loves spending time on Lake Norman with his wife Ginna and son Harvey. Growing up outside Detroit, Michigan he is also an avid Red Wings & Lions fan. 

Thomas Pallini oversees JetBlue’s customer engagement through the TrueBlue loyalty program, focusing on designing and optimizing initiatives that bring excitement to loyalty while driving sustainable growth for the airline.

Recent TrueBlue initiatives under Thomas’ direction include 25 for 25, the Passport Partner Promotion and TrueBlue Subscriptions. Understanding how loyalty programs can influence behavior - rational and irrational - while still delivering measurable business impact are Thomas’ specialty. He is particularly interested in the evolving role of gamification and personalization in building modern loyalty ecosystems.

Mari Prats is a digital marketing leader with experience spanning influencer marketing, content strategy, innovation, paid media, eCommerce, and gamification. She has worked across a diverse range of industries, including beauty, technology, and QSR, bringing a cross-functional and consumer-first perspective to growth.

Currently at Burger King, Mari leads growth and innovation initiatives, driving new guest acquisition through strategic partnerships while enhancing engagement and loyalty through gamification. Her work has contributed to meaningful sales impact by attracting and retaining some of Burger King’s most loyal customers.

Macy McClintock is a Senior Analyst on the Burger King Digital Marketing team, where she executes the creative, strategic, and technical implementation of BK’s CRM program—transforming Guest insights into engaging, brand-forward experiences. Previously on Burger King’s social team, Macy brings a strong understanding of brand voice and cultural relevance to CRM, ensuring that personalized communications feel timely, authentic, and distinctly BK. She is especially passionate about evolving loyalty beyond transactions and creating meaningful touchpoints that foster genuine, memorable connections between BK and its Guests.

Audra Askins is Associate Vice President of Marketing at Victoria’s Secret & Co., where she played a key role in launching the enterprise-wide omni-channel loyalty program that drove significant incremental revenue, increased customer spend, and improved retention, earning recognition from L360 for its CX design in 2023. She built and operationalized the program’s growth framework, including a strategic technology roadmap and governance of key vendor partnerships, while accelerating initiatives such as subscription services, alternative payment options, and the transition to a co-branded credit offering. A champion of data transformation, she has unified data sources, standardized taxonomy, and implemented business intelligence tools to drive insights and performance.

Audra’s career blends strategic vision with operational excellence to drive transformational initiatives across retail and supply chain organizations. Known for solving complex business challenges, fostering innovation, and inspiring high-performing teams, she consistently delivers measurable results through collaborative leadership and a focus on continuous improvement.

Previously, as Director of Business Planning & Operations, she developed strategic roadmaps to support long-term growth, led technology capital planning across multiple business units, and drove cross-functional alignment across customer experience, retail store channels, and real estate. Earlier in her career, she led operations and analytics initiatives supporting global expansion and agile supply chains.

Audra holds a bachelor’s degree in supply chain & marketing from The Ohio State University Fisher College of Business. Outside of work, she enjoys being a baseball mom, family travel, and volunteering in her local Ohio community.

Brittany Trangsrud is the External Communications Manager at Great Clips, where she leads public relations, social media, influencer partnerships, and guest services for the world’s largest salon brand. With more than a decade of experience across agency and in-house roles, she specializes in integrated communications strategies that drive engagement, strengthen brand reputation, and support business growth. 

She has led strategic communications​ initiatives for brands across retail, franchising, CPG, and hospitality. Brittany holds a Master of Arts in Strategic Communication from the University of Minnesota and a bachelor's degree in public relations and marketing from the University of Wisconsin–Eau Claire. 

Tommy Langhauser is the Director of Loyalty and Customer Intelligence at Frontier Airlines, where he leads initiatives focused on customer engagement, loyalty performance, and data‑driven decision‑making. Over his 11‑year tenure at Frontier Airlines, Tommy has been a key contributor to the success and evolution of Frontier's loyalty programs.

His experience spans multiple industries, including airlines, accounting, oil and gas, construction, and hospitality, with expertise in customer campaigns, financial analytics, budgeting and forecasting, revenue recognition, and customer experience improvement. Outside of work, Tommy enjoys spending time with his family and traveling to Vietnam.

Kevin is a finance professional with over 15 years of experience in the Consumer and Small Business banking space. His previous experiences include a range of roles from building digital products, managing marketing campaigns, launching internal innovation strategies, creating new product strategies, and delivering loyalty and rewards to customers.

Currently at Bank of America, Kevin is the new lead for BankAmeriDeals, a program that offers cash back, discounts, and coupons to millions of Bank of America debit card and credit card customers. In addition, he leads strategic partnership development with select brands on the platform.

SuAnn Carriero is a Rewards Executive at Bank of America and head of Loyalty and Rewards Program, Product and Channel Integration and Business Insights. In this role, she connects partner initiatives and develops business insights across Preferred Rewards, BankAmeriDeals®, the Travel Center, and Card Rewards Redemption, all designed to deepen client engagement, drive satisfaction, and increase retention and spend.

Prior to her current role, SuAnn served as Head of BankAmeriDeals, where she led the launch of a new, intuitive offers platform in partnership with a third‑party provider. This transformation significantly enhanced functionality, personalization, and the overall client experience, enabling clients to save seamlessly during everyday spending.

Earlier in her career, SuAnn led Quantitative Analytics teams, overseeing segmentation, investment, and rewards analytics. She supported the launch of the Preferred Rewards® program in 2014, leading the Quantitative Analytics team responsible for measuring client impact, optimizing benefits, and scaling the program successfully across the enterprise. Beyond Loyalty and Rewards, SuAnn has held leadership roles across several critical areas at Bank of America, including Business Intelligence, External Reporting, and Finance, and previously served as Chief Financial Officer for America’s Investment Banking business.

With more than 30 years at Bank of America and Merrill, SuAnn is deeply committed to associate development and employee engagement. Over the past five years, she has helped establish employee satisfaction initiatives focused on cross‑team collaboration and the sharing of best practices, reinforcing a culture of growth, inclusion, and high performance.

SuAnn has an MBA from Lehigh University and is a certified public accountant.

SuAnn resides in Scarborough, Maine, and loves to spend time outside hiking, skiing, paddleboarding, and biking.  She is also active in her community across various school and non-profit organizations.

 John H. O’Dell is Senior Director of Marketing & Sales at The Cleveland Orchestra. He is a strategist and marketing innovator with more than twenty years of experience helping arts and cultural organizations connect with audiences. He blends creative storytelling with data-driven decision making to optimize revenue, build audience loyalty, and expand reach. Recognized for combining rigor, creativity, and vision, he brings a cross-disciplinary perspective that helps institutions translate strategy into meaningful and sustained cultural impact.

Audra Askins is Associate Vice President of Marketing at Victoria’s Secret & Co., where she played a key role in launching the enterprise-wide omni-channel loyalty program that drove significant incremental revenue, increased customer spend, and improved retention, earning recognition from L360 for its CX design in 2023. She built and operationalized the program’s growth framework, including a strategic technology roadmap and governance of key vendor partnerships, while accelerating initiatives such as subscription services, alternative payment options, and the transition to a co-branded credit offering. A champion of data transformation, she has unified data sources, standardized taxonomy, and implemented business intelligence tools to drive insights and performance.

Audra’s career blends strategic vision with operational excellence to drive transformational initiatives across retail and supply chain organizations. Known for solving complex business challenges, fostering innovation, and inspiring high-performing teams, she consistently delivers measurable results through collaborative leadership and a focus on continuous improvement.

Previously, as Director of Business Planning & Operations, she developed strategic roadmaps to support long-term growth, led technology capital planning across multiple business units, and drove cross-functional alignment across customer experience, retail store channels, and real estate. Earlier in her career, she led operations and analytics initiatives supporting global expansion and agile supply chains.

Audra holds a bachelor’s degree in supply chain & marketing from The Ohio State University Fisher College of Business. Outside of work, she enjoys being a baseball mom, family travel, and volunteering in her local Ohio community.

Jack Hodges is Senior Manager, Loyalty Performance & Commercial Strategy at Choice Hotels International, where he leads work across loyalty strategy, program design, and currency management for Choice Privileges, a global program with over 70 million members across 7,000+ hotels worldwide. His focus includes shaping program design and benefits, informing rewards pricing and currency economics, and partnering across Choice to drive measurable outcomes for members, owners, and the enterprise. With a background in hotel operations, he brings a practical perspective and aims to connect enterprise strategy with on-property execution.

Sarah Kiehl is a marketing leader with nearly nine years of experience at Nestlé Purina PetCare, spanning brand marketing and loyalty innovation. She began her Purina career working across iconic brands including Beggin’ Dog Treats, Beneful, and Cat Chow, where she supported and led initiatives across product development and brand communications.

For the past three years, Sarah has been a key member of Purina’s New Business Models team, specializing in consumer and professional loyalty. She has played a central role in three major loyalty programs - Cat Chow MyPerks, myPurina consumer loyalty, and Pro Club professional loyalty - and currently serves as the Engagement & Retention Lead for myPurina and Pro Club, driving strategy and engagement across Purina’s ecosystem.

Prior to Purina, Sarah worked in brand marketing at Hallmark Cards and Spectrum Brands.

Sarah lives in St. Louis with her husband, two daughters, and two goldendoodles.

Kit Leitner is a high-impact collaborator who builds bridges across teams, connects people and ideas, and facilitates alignment to move work forward while staying grounded in the needs of the consumer.

With four years’ experience at Nestle Purina Petcare, she spent her first two years redesigning and facilitating cross-functional ideation sessions in Purina’s Innovation Center, LAB9. Her passion for putting the consumer first eventually led her to the New Business Models team, where Purina challenges themselves to meet consumer needs ‘beyond the bag.’ Her past couple of years have been dedicated to standing up the myPurina app and loyalty program, with an emphasis on business opportunity discovery.

Kit lives in St. Louis with her fiancé, dog, and cat.

Diana Arceo is the CRM & Loyalty Sr. Manager at Chipotle Mexican Grill, where she drives data-driven strategies to boost customer engagement and innovation. In addition to leading the strategy and execution of the Chipotle Rewards program, Diana focuses on lifecycle marketing, designing personalized customer journeys that drive growth, engagement, and retention across channels. With over 8 years of experience in loyalty and marketing, including key roles at American Express, Diana brings a proven track record of building impactful, customer-first programs that deliver measurable results.

Sarah Frisz is a Loyalty Strategy & Digital Innovation Manager at Taco Bell, where she helps lead the evolution of Taco Bell Rewards—driving member growth, engagement, and long‑term value. She has played a key role in launching and scaling fan‑favorite loyalty initiatives including Taco Lover’s Pass and Tuesday Drops, which have driven acquisition, frequency, and cultural relevance for the brand.

With experience across loyalty, digital engagement, and growth marketing, Sarah’s background spans leadership roles in QSR, Ecommerce, and membership‑based platforms. Today, she is focused on loyalty innovation, building new platforms, reward mechanics, and experiences that expand what loyalty can be beyond points and discounts—blending creativity, data, and cross‑functional collaboration to deliver measurable business impact.

Alex Arkhangelskaya is a Senior Product Manager at Firehouse Subs, part of Restaurant Brands International, where she leads growth and loyalty for the brand. In her role, she owns the Firehouse Subs loyalty program end to end, including offers, rewards, and challenges across mobile, web, and in-store channels, working cross-functionally with engineering, design, data, marketing, and guest care to drive member engagement and program performance. With over a decade of product management experience spanning DTC and QSR, Alex brings a cross-industry perspective shaped by roles at Birdy Grey, Rent the Runway, Warby Parker, and Wayfair, where she built products across ecommerce, supply chain, and customer experience. Alex earned a Bachelor of Science in Statistics from Carnegie Mellon University.

Mostafa Boutajrit is the Vice President of Loyalty and CRM at Tao Group Hospitality, where he leads customer engagement, lifecycle marketing, and loyalty strategy across a global portfolio of premium hospitality and nightlife brands. He focuses on driving guest retention, increasing lifetime value, and building data-driven, personalized experiences that elevate the end-to-end customer journey, including leveraging propensity-based predictive AI to better anticipate customer behavior and optimize engagement.

With over 15 years of experience in loyalty and CRM, Mostafa has a strong track record of scaling high-impact programs and delivering measurable business results. Prior to Tao Group, he spent more than a decade at Caesars Entertainment, most recently as Vice President of Customer Loyalty, where he helped evolve one of the most recognized loyalty programs in the industry.

At Loyalty 360, Mostafa is focused on sharing perspectives on modern loyalty design, digital transformation, and how brands can create meaningful, lasting relationships with their customers.

Justin Levy is the Senior Vice President of Marketing at Tao Group Hospitality, where he oversees marketing strategy across 35+ premier restaurant, nightlife, and daylife venues in New York City, while leading all marketing technology initiatives globally. His scope spans the full marketing stack: Rewards App development, loyalty program strategy, CRM, ticketing, web, digital, social media, and digital advertising, positioning him at the intersection of creative vision and technical execution.

With nearly 16 years at Tao Group, Justin is one of the longest tenured executives at the company and has been a driving force in keeping Tao Group Hospitality at the forefront of innovative marketing and creative thinking in the hospitality industry, consistently pushing the boundaries of what guest engagement looks like at the intersection of culture, nightlife, and dining. Most notably, he conceived and built the Tao Group Rewards program from the ground up, leading its development, design, and growth over the past 3.5 years into a cornerstone of the brand's guest retention and loyalty strategy.

 Ryan Mitchell is Senior Director of Global Loyalty & Sponsorships at Hertz, where he leads loyalty strategy for Hertz, Dollar, and Thrifty—driving meaningful growth in member enrollment and revenue across all three brands. He also oversees Hertz’s portfolio of high‑profile sponsorships, including global motorsports with FIA WEC, facility naming rights, and endorsement relationships with iconic talent such as Tom Brady.

With more than 18 years of brand marketing experience, Ryan has built and scaled premium brands across restaurants, consumer packaged goods, and global travel. His career spans leadership roles with Ruth’s Chris Steak House, Kraft Foods, Miller Brewing, and Hertz, where he is known for creating strategic partnerships and memorable brand experiences that deliver measurable business impact.

Tara Sterger is the Sr. Manager, Loyalty & Subscription at MANSCAPED®, where she has championed the voice of the customer for more than five years. In her role, Tara leads the strategy, development, and optimization of MANSCAPED® Members Only Rewards, the brand’s loyalty and subscription ecosystem – overseeing lifecycle initiatives, member engagement strategy, and program innovation designed to deepen relationships, increase lifetime value, and turn customers into long-term brand advocates. 

With more than 15 years of experience in the customer loyalty space, Tara brings a proven track record of building scalable programs that balance meaningful customer connection with measurable business growth. She is known for her ability to translate customer insights and behavioral data into impactful retention strategies, continuously refining the member experience through testing and personalization. Prior to MANSCAPED®, she served as Sr. Loyalty Marketing Manager at Road Runner Sports, where she helped evolve one of the retail industry's most established membership programs, driving retention, personalization, and omnichannel engagement.  

Richa Gupta is a senior loyalty, digital product, and finance leader with 15+ years of experience building and scaling enterprise loyalty platforms, subscription businesses, and strategic partnerships for Fortune 100 retailers. She currently leads loyalty membership strategy and digital platform innovation at Albertsons Companies, with accountability for customer economics, engagement, and long-term CLV. Richa’s work sits at the intersection of product leadership, P&L ownership, and value creation—translating strategy into platforms that materially change customer behavior at scale.

Brandi Reiser is a global marketing leader with more than a decade of experience building high-impact loyalty programs that turn customers into passionate brand advocates. She has driven growth and engagement across some of the world’s most recognized travel and grocery brands, including SPG, Marriott Bonvoy, and for U.  At Albertsons Companies, Brandi is responsible for transforming customer data into actionable insights across loyalty platforms and product—driving program evolution, elevating the customer experience, and deepening long-term engagement.

Courtney Kociemba is a dynamic leader in customer strategy, lifecycle marketing, and digital engagement, currently serving as the Senior Director of Customer Strategy and Lifecycle Marketing at CAVA. With a wealth of experience driving marketing initiatives at top brands like Daily Harvest, Kendra Scott, Best Western, and PetSmart, she brings a deep understanding of how to leverage data and customer insights to build impactful loyalty programs and drive revenue.

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.