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Speakers

Una Morabito
Senior Vice President
MassMutual Financial Group
Una is Senior Vice President of  MassMutual Financial Group and leads the Client Management organization within MassMutual WorkPlace Solutions. Leading all of the account and relationships managers, Una is responsible for the plan sponsor experience, ensuring high levels of satisfaction and retention driven by superior tactical and strategic execution.  Una and her teams are focused on plan management and delivering consultative solutions to ensure that we are helping plan participants retire on their own terms.
   
Una joined MassMutual in 1996 and has spent her career in the Retirement Plan arena with over 24 years of industry experience.  Una has held several roles at MassMutual, all client facing, and has been recognized for her leadership and passion centered on constantly elevating the plan sponsor’s experience at MassMutual.
 
Una holds a Bachelor of Arts Degree in European Studies from the University of Limerick in Ireland. She also holds FINRA Series 6, 7, 24 & 63 registrations, and is a Retirement Plans Associate of the International Foundation for Employee Benefit Plans.
 
Una lives in East Longmeadow, MA with her husband Lou, and two children Leah and Louie.
Breakout Session: Session Featuring MassMutual
Jose R. Costa
CEO
For Eyes by GrandVision
Jose R. Costa has a background steeped in marketing, franchising, multi-unit retailing and enhancing customer experience amongst some of the most recognized brands in the world. He currently serves as CEO of For Eyes and CEO of GrandVision North America, a global leader in optical retail with more than 7,000 stores worldwide.

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

Previous to his current role, he served as Group President of Driven Brands where he led MAACO®, CARSTAR® and Drive N Style®. Collectively, these brands operate more than 1,400 body shops across North America, generate more than $1.8 billion in annual system sales and further establish Driven Brands as a leader in the automotive aftermarket space. Previously, he was President of MAACO®, where he was responsible for managing and developing 500 automotive body shops across the U.S. and Canada. During his tenure, he improved MAACO®'s procedures and training practices, raised consistency among franchises, revamped operations and enhanced the look and feel of its advertising.
Eliot Hamlisch
Senior Vice President of Worldwide Loyalty & Partnerships
Wyndham Hotels & Resorts
Eliot Hamlisch serves as vice president, worldwide loyalty and partnerships at WyndhamHotel Group, one of the world’s leading hotel brand franchisors and hotel managementservices providers with more than 8,100 hotels across 79 countries under 19 brands. In hisrole, Hamlisch oversees Wyndham Rewards, the company’s award-winning guest loyaltyprogram, as well its co-brand credit card, marketing partnerships, multi-brand advertising, andcustomer acquisition and retention efforts. Named a best hotel rewards program for the pastthree consecutive years by U.S. News and World Report, Wyndham Rewards is the only loyaltyprogram of its kind to offer members a guaranteed 1,000 points with every qualified stay andflat redemption rate of 15,000 points per room per night at more than 30,000 hotels, condosand homes around the world. Previously, Hamlisch served as Wyndham’s head of global sales,overseeing a team of over 100 sales professionals tasked with generating more than $1B inannual revenue across the company’s worldwide hotel portfolio. He joined the organizationin 2016 as vice president of sales innovation. Prior to Wyndham, Hamlisch spent three yearsleading sales strategy and operations Starwood Hotels and Resorts, where he was responsiblefor developing, executing and supporting strategic initiatives to drive profitable growth acrossthe company’s North American portfolio. Earlier in his career, Hamlisch held a number ofstrategic planning, business development and customer engagement positions with DeloitteConsulting and American Express Company. He graduated magna cum laude from HarvardCollege and received his Master’s in Business Administration from Harvard Business School. 
Emily Rudin
Chief Customer Officer
CrowdTwist
Emily oversees the Client Success and Marketing teams at CrowdTwist. Emily has more than 15 years of retail, analytics, client services and marketing experience. Throughout her career, Emily led transformational initiatives that have enabled brands and retailers to form strong connections with their customer base. She offers a unique customer-centric perspective and has a proven track record for increasing value for customers, managing complex relationships and developing hard ROI for her customers. Prior to joining CrowdTwist, Emily held positions at Macy’s, Coach, Ann Inc., dunnhumby, and The Children’s Place. She holds a bachelor’s degree in consumer studies from Syracuse University. Emily is a proud mother of two. She and her husband are active members of their community.
Ashley Downey
Director of Loyalty Brand & Business
Giant Eagle
Ashley Downey is the Director of Customer Loyalty & Branding at Giant Eagle, one of the nation’s largest multi-format food, fuel and pharmacy retailers and among Forbes Magazine’s top 40 largest private companies. Ashley oversees loyalty and branding initiatives for the company to create cross-channel communications, rewards-based incentives, and data-driven strategies. She is currently charged with transforming the rewards experience across the company’s banners to include Giant Eagle, GetGo Café + Market, and Market District through the use of the fuelperks+ loyalty program and more than 5 million active cardholders. Ashley holds a Bachelors in Business from Westminster College and an MBA in Marketing and Strategy from the Tepper School of Business at Carnegie Mellon University.
Breakout Session: Session Featuring Giant Eagle
Hope Tannenbaum
Sr. Director of CRM Loyalty & Research
Foot Locker
Hope oversees the Membership and Consumer Research teams at Foot Locker Inc. With over 15 years of experience, Hope is a customer focused marketer and leader with a track record of combining analytical discipline with creativity and marketing ‘gut instinct’ to drive customer engagement and revenue growth across retail, entertainment, financial services and food & beverage industries. 
 
Prior to joining Foot Locker, Hope held positions at American Express and Starbucks. She holds a bachelor’s degree in marketing from Penn State University and an MBA from NYU’s Stern School of Business. Hope is a snowboard enthusiast, competes in triathlons and is an active member of her community.
Bill Linehan
EVP & Chief Marketing Officer
Red Lion Hotels Corporation
Bill Linehan joined Red Lion in February 2014 as Executive Vice President and Chief Marketing Officer. He has more than 25 years of hospitality experience, most recently as Chief Marketing Officer and Managing Director at Richfield Hospitality and Sceptre Hospitality Resources, where he led the sales, marketing and resource management activities surrounding the company's portfolio of hotels and resorts. At Sceptre, Linehan repositioned the company to become a global leader of hotel revenue technologies. Prior to that, he was Vice President of Global Marketing for InterContinental Hotels Group where he established the marketing to re-launch seven IHG brands to the development community. Linehan also previously served as Global Vice President of Marketing, Brand Alignment and Partnerships for Starwood Hotels and Resorts and held sales and marketing positions with both Hyatt and Sheraton. 
Greg Chase
Vice President of Guest Strategy & Insights
MGM Resorts International
 
Breakout Session: Session Featuring MGM Resorts
Jimmy Budnik
Vice President of Customer Care
Overstock.com
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.
Tamara Camp
VP of Global CEM Growth and Loyalty Programs
Western Union
    
Chris Malone
Author
"The Human Brand"

Chris Malone is Founder and Managing Partner of Fidelum Partners, a firm that specializes in customer loyalty insights, strategies and results.

Chris has over 25 years of sales, marketing, consulting and organizational leadership experience, and a track record of driving growth and profitability.  He held senior marketing positions at leading organizations such as Choice Hotels, ARAMARK, Coca-Cola, the National Basketball Association, and Procter & Gamble and has consulted to a broad range of Fortune 500 companies.

As Chief Marketing Officer of Choice Hotels, one of the largest hotel companies in the world, with over 6,000 hotels open worldwide, Chris led the company’s 800 person global consumer marketing, worldwide travel industry sales, e-commerce and reservations organization. Previously he served as Senior Vice President, Marketing for ARAMARK Corporation, a multinational food, facility and uniform services enterprise with over $12 billion in revenue annually.

Chris is also co-author of the award-winning book, The HUMAN Brand: How We Relate to People, Products & Companies, which was published by the Jossey-Bass division of Wiley Publishing.  He has delivered over 100 keynote speeches on the insights from his book around the world.

He is also a frequent guest and contributor to CNBC, FOX Business, Bloomberg TV, Wall Street Journal Live, Forbes and Businessweek

Chris holds a bachelor’s degree from the University of Maryland at College Park and an MBA from The Wharton School of the University of Pennsylvania.

Ajit Sivadasan
VP/GM of Global e-Commerce & Digital Marketing
Lenovo
Ajit Sivadasan manages the Global Web strategy for Lenovo across 90+ countries. In his role he manages Lenovo's substantial online sales and marketing across its B2C and B2B channels globally. Over the last 12 years he has architected and built Lenovo's web capabilities working with an internal team spread across 15+ countries, growing the business over 6x and profits by over 10x. Lenovo.com has won several awards for Usability and Design globally.

Ajit holds a bachelor's degree in Industrial Engineering from India, a MS in Industrial Management from Northern Illinois University and a MBA from Claremont Graduate University's Peter F. Drucker School of Management.
Breakout Session: Session Featuring Lenovo
Michelle Musgrove
Vice President of Experience Strategy & Governance
AARP
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. 
Drew Ormrod
Senior Director of Loyalty
Luxottica
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.