Speakers

Michelle Musgrove has more than 15 years of specialized marketing experience including strategy, product development, segmentation, multi-cultural marketing, loyalty program management, relationship management and customer experience management.  

Currently, Michelle serves as Vice President, AARP Experience Strategy & Governance at AARP.  In this role, Michelle has supported the launch of the customer experience management function with a focus on strategy, change management, communications and generating early wins.  Prior to joining AARP, Michelle led successful engagement and loyalty programs at AOL, American Express and JP Morgan Chase. 

Michelle graduated with a MBA and concentration in Marketing from the University of California at Berkeley as well as a BA in Political Science from the University of Pennsylvania. 

At Luxottica, Brian is the VP of Global CRM responsible for customer and patient strategies across the optical and sunglass businesses. Prior to Luxottica, he ran CRM at Etrade where he oversaw customer experience and channel strategy. His experience includes companies like Sears and Capital One where he worked to develop segmentation, targeted marketing capabilities and institute direct response innovations. He was a finalist in the Loyalty and Gamification World Championships. He received his MBA from the University of Virginia.

Coming from a multidiscipline background, Drew spent his prior career agency side consulting for brands like IBM, E-Trade, CVS Health and Citi Group and built performance driven, award winning programs across CRM, Brand, Digital/Social, Content, Influencer and Media for them.

At Luxottica, Drew currently leads CRM and loyalty for Oakley Retail and Sunglass Hut in North America. He believes loyalty today needs to be data driven, but also balanced with emotional connections throughout the customer journey. The intersection of loyalty and brand is extremely integrated, and his team approaches loyalty with the mindset that 1:1 relationships are the ultimate representation and experience of the brand. Since joining Luxottica in January 2017, he has initiated several initiatives that have driven member engagement and increased repurchase rates.

Jimmy Budnik, Overstock.com’s Vice President of Customer Care, began his  career  with  the  online  retailer  in  2008  as  a  Senior  Process  Improvement  Engineer  after  half  a  decade  working  as  an  Industrial  Engineer,  first  with  UPS,  then  with  Homeshield.  
 
Budnik  has  held  several  positions  in  his  time  at  Overstock,  where  he  developed  strategies  and  executed  improvements  initiatives  to  drive  growth  and  improve  the  customer  experience.  These  roles  included  transitioning  between  multiple  departments  as  a  Chief  of  Staff,  including  Customer  Care,  Marketing,  Merchandising,  and  the  Office  of  the  President.  Also  during  this  time,  he  was  a  Senior  Director  of  the  Product  Content  Teams,  worked  in  Overstock’s  technology  incubator,  OLabs,  and  most  recently  he  served  in  a  dual  role  as  the  General  Manager  of  Marketplace  and  the  General  Merchandising  Manager  for  Home  Essentials  and  Apparel. 
 
In  his  current  role  as  VP  of  Customer  Care,  Budnik  leads  a  workforce  of  hundreds  of  associates  that  consistently  deliver  a  world-class  customer  experience,  while  promoting  the  customer-centric  culture  that  has  given  Overstock  the  reputation  as  an  award-winning  leader  in  online  retail  customer  service  for  nearly  two  decades.

Clay is a Principal at Lenati and leads our Customer Retention and Loyalty Team. Clay helps Fortune 500 companies adopt and implement customer engagement strategies that accelerate growth and build loyalty. He has a proven track record of delivering successful organizational change, program design, optimization, and CRM operations that unlock business-wide impact. Past clients include Hilton, Nordstrom, Expedia, Airbnb, Uber, Capital One, DSW, Microsoft, and T-Mobile.
 

Teacher. Mentor. Strategist. Innovator. Author. All are terms you could use to identify Adam Pierno. The highly caffeinated Pierno has refined a simple methodology to build precise strategies for numerous client campaigns. Prior to his current role as AVP of Marketing Strategy at Arizona State University’s Enterprise Marketing Hub, Pierno leveraged his knowledge of consumer behavior to produce informed and effective campaigns for such national brands as Delta Air Lines, Dial Corporation, Domino’s Pizza, Dunkin’ Brands and Mercedes-Benz. His first book, Under Think It delves into the foundational aspects of marketing strategy. He was inspired to pen this insightful guidebook to fill a void in strategy training curriculum. That book is used to teach strategy at universities, global agencies and Fortune 100 companies. His second book, Specific demonstrates a model that today’s brands can use to grow in an absence of viable mass media. He’s been interviewed and quoted for ABC News, NPR, Adweek, Business Journals and more. Adam hosts his own podcast featuring conversations with business and marketing luminaries, called The Strategy Inside Everything.

Amy Barnett is a customer-obsessed marketing leader with 25+ years of CRM and Loyalty experience developing and managing many of the largest US consumer marketing databases and award-winning loyalty programs.
 
Working in a variety of agency-side leadership positions including CRM Strategy, Analytics and Communications she’s had the pleasure of partnering with best-in-class brands and Fortune 500 companies such as American Eagle Outfitters, Build-A-Bear Workshop, The Container Store, Comcast Communications, Express, GameStop, 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 Director CRM, Loyalty & Insights at Famous Footwear, she shares a mission to make Famous Footwear your favorite place to shop for shoes. In her day-to-day role she collaborates with marketing peers from Famous.com, creative, and media teams to enhance existing customer relationships and drive meaningful, profitable growth among new and existing customers. She is an avid believer in putting the customer at the heart of every discussion, by leading with customer-informed data, research and insights. In 2019, building upon a 20+ year company legacy of rewarding customers, Amy led the successful launch of Famously YOU Rewards.
 
Amy holds a B.S. in Marketing from Clarkson University and an MBA from the University of Texas, Dallas. She’s lived in upstate New York, Connecticut, Texas and California. And for the past 10 years, St. Louis - home of the Cardinals and Blues. She believes in the pure joy of wearing the perfect pair of shoes. And, for her in any given moment those could be her Nike running shoes, Birks, UGG slippers, furry-lined Crocs, or her Sam Edelman pumps.

Nataki Edwards is Senior Vice President of Digital Strategy and Membership at AARP, the nation’s largest membership organization for people 50+. She is a leading expert in marketing to Boomers and other target segments, both demographic and psychographic, and has developed award-winning campaigns for top-tier brands including Yahoo!, AOL, Estée Lauder and American Express. Nataki has been with AARP since 2007. She oversees the overarching marketing vision for AARP Digital properties and platforms, including loyalty marketing and engagement. Under her leadership, AARP Digital has grown in size and impact and is rated as the #1 website for the 50+ audience, both on mobile and desktop. Nataki is regularly featured in media outlets like the Today Show, Washington Post, and USA Today as a digital and social media expert. She strives to expand AARP’s digital growth – meeting their members wherever they choose to engage and truly leading a revolution in the way people view and live life after 50. 

Saloni Janveja is the Executive Marketing Director of Social, Innovation and Direct to Consumer Insurance at Ally Financial. She joined the company in 2008 as a Customer Relationship Management director to build out the journeys for Ally’s auto and bank customer base. In her current role, Janveja oversees enterprise social media efforts including customer engagement and prospecting, and she examines up and coming technology to keep Ally marketing efforts on the cutting edge.
 
Prior to joining Ally, Janveja held several roles at General Motors. She graduated from University of Michigan with a Bachelor of Business Administration in Finance, and went on to receive a Master of Business Administration in Marketing Strategy at University of Michigan’s Stephen M. Ross School of Business. In her free time, Janveja enjoys horseback riding and photography.

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

Josh Margolis is the Vice President of Customer Journey for Caesars Entertainment. His team leads loyalty, national promotions, and digital products for the enterprise.  Prior to his current role, Josh was responsible for integrating Caesar’s Total Rewards loyalty program with Playtika’s chart topping social casino games and real money online gaming in New Jersey and Nevada.  His work helped create one of the first social loyalty programs spanning multiple games and an 8 figure cross-marketing revenue stream.  He has marketing experience across multiple verticals including time with category leaders in legal services, financial services, media, gaming and hospitality.  Josh holds a BS in marketing from Lehigh University and a JD/MBA from Temple University. He splits time between Vegas and Los Angeles.
 

 Michael is an EVP and Chief Customer Officer at Bloomin’ Brands Inc. In this role, Michael partners with BBI’s brands (Outback Steakhouse, Carrabba’s Italian Grill, Bonefish Grill, and Fleming’s Prime Steakhouse) to drive customer demand through digital, loyalty, media, and analytics efforts. Most recently before joining BBI, Michael was a Managing Director and Partner in the Consumer practice of The Boston Consulting Group. Michael received a BS in Business Administration from The University of North Carolina at Chapel Hill and an MBA from the Kellogg School of Management at Northwestern University. Michael is a lifetime Carolina Panthers season ticket holder, an avid Bruce Springsteen fan, and a slow but diligent runner.
 

Julie Roy leads loyalty, CRM, digital marketing, and customer insights and analytics for DSW, a leading omni-channel footwear retailer.  Julie is responsible for leading the optimization and continued growth of DSW’s cross-channel marketing programs, with the objective of improving customer acquisition, engagement, and retention.  She has an acute passion and proven track record for delivering meaningful results by developing data-driven strategies that engage consumers and achieve business goals.
 

Carlo Savino is Executive Director of eCommerce for Lenovo. In this role, he leads the vision, strategy, and execution of next generation digital commerce capabilities for Lenovo's online business, including Lenovo.com, mobile commerce, and marketplaces.  His team is responsible for sales performance, operations, marketing, merchandising, loyalty, offer creation, pathing & navigation, and content for online consumer & small business transactions.
 
Carlo has extensive experience in online marketing and eCommerce.  Prior to his role at Lenovo, he lead the US Consumer and Small Business online team for dell.com, where he was deeply involved in optimizing the purchase experience, mobile platform, personalization, loyalty and site monetization businesses.
 
Carlo loves building data-driven organizations that define and deliver to key KPIs while focusing around features and experiences that center around our customers.
 
Carlo holds a bachelor's degree in Zoology from the University of Texas at Austin and is an active volunteer in a variety of animal charities in and around the Raleigh, NC area.
 

Sabrina Lillew is the Vice President Loyalty Programs for Accor’s North & Central America region.   Sabrina’s 25+ years in marketing, sales and customer service support her in her current role responsible for the strategy, marketing and operation of Accor’s seven unique B2C and B2B loyalty and certificate programs as well as all partnerships in the region. 
 
Following the acquisition of FRHI in 2016, Sabrina was one of the key leaders involved in developing the global integration strategy of the Fairmont, Raffles and Swissôtel brand loyalty programs into Le Club AccorHotels.  Sabrina was also responsible for the successful program implementation and roll out.  She is currently one of the regional leaders involved in the development and implementation of Accor’s new ALL lifestyle loyalty program.

Hope oversees the Membership and Consumer Research teams at Foot Locker Inc. With over 15 years of experience, Hope is a customer focused marketer and leader with a track record of combining analytical discipline with creativity and marketing ‘gut instinct’ to drive customer engagement and revenue growth across retail, entertainment, financial services and food & beverage industries. 
 
Prior to joining Foot Locker, Hope held positions at American Express and Starbucks. She holds a bachelor’s degree in marketing from Penn State University and an MBA from NYU’s Stern School of Business. Hope is a snowboard enthusiast, competes in triathlons and is an active member of her community.

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.

A veteran sales and marketing communications practitioner, as well as a Customer Experience champion, Schneider spent nearly 15 years working with a variety of corporations and clients in a host of industries – from technology and engineering to recruiting and state government. He helped build their brands ensuring that sales and service were aligned.
 
He learned the household goods relocation services industry by developing programs for some of the largest domestic moving companies in the U.S. while working for public relations, marketing communications and branding firms in the Midwest.
 
Schneider entered the relocation services industry full-time in 2007 by going to work for Wheaton Van Lines, Inc., the parent company of Wheaton | Bekins | Stevens, the fourth largest van line group in the country. In 2014, Schneider became Executive Vice President where he’s responsible for Sales and Marketing, Agency Development, Customer Service, the Military and the company’s FF&E division as well as the company’s strategy to improve customer experience and loyalty. 
 
Schneider also is a member of the company's Board of Directors and he's on the Board of Directors of the American Moving and Storage Association (AMSA). 
 
Schneider earned his Bachelor’s Degree in Journalism from Indiana University.