Please enter your username or the email address associated with the account so we can help you reset your password.
It is currently
Byron Kelly, Director, Loyalty
As one of the pioneers of loyalty and rewards programs, the airline industry has long known the value these programs bring when it comes to customer engagement and retention. But in the aftermath of the Covid-19 pandemic—which ground travel to a halt—airline rewards programs became arguably more important than ever, as airlines across the world sought to get people flying again. But according to Byron Kelly, Director of Loyalty at WestJet, the Canadian airline was getting more traction out of its WestJet RBC Mastercard, its co-brand credit card with Royal Bank of Canada, for purchases made on everything outside of travel. “There were months where airlines were getting more money in cash receipts from their co-brand credit card spend than they were in ticket sales because nobody was buying tickets,” he said. “So, COVID wasn't a blessing for anyone but in some ways for loyalty programs it's shined a bit of a spotlight on the value, and I think helped accelerate acceptance of the value of the programs in some ways coming out of COVID.”
Ron Fowler, Managing Director
Brad Federman, Founder and President of PerformancePoint LLC
In this Loyalty Expo keynote preview, Brad Federman, Founder and President of Performance Point LLC, shares how brands can rethink employee engagement, retention, and growth in an AI-driven world. From the “silent tax” of disengagement to the concept of “growth as the new loyalty,” Brad offers a fresh perspective on building stronger, more resilient teams. At the 2026 Loyalty Expo, Brad will lead two impactful sessions: 🔹 May 12 (1:00–1:40 PM) – The Engagement Imperative: How Growth, Trust, & Purpose Drive Retention 🔹 May 13 (9:15–9:50 AM) – Future-Proofing Your Business by Future-Proofing Your People Expect actionable insights on scaling engagement, modernizing your workforce, and creating a culture that drives long-term performance and loyalty.
Georgia Sapounas, Vice President, Digital Products & Innovation
Cleveland Cavaliers have been recognized as a finalist in the 2026 Loyalty360 Awards in the New Loyalty Program Launch category for their innovative Cavs Rewards program. In this finalist preview, Georgia Sapounas, Vice President of Digital Products and Innovation, shares how the Cavaliers reimagined sports loyalty by creating a program designed for all fans, not just season ticket holders or local attendees. The conversation explores how Cavs Rewards leverages card-linked technology, partner integrations, and fan engagement to build stronger relationships, increase retention, and create measurable value for both fans and sponsors. Georgia also discusses how the program has already driven significant early results, including tens of thousands of enrolled members, millions of tracked transactions, and meaningful revenue impact for partners and the organization. Attendees will gain insights into how brands can use loyalty as a revenue engine, remove friction through technology, and use customer data to create more personalized and rewarding experiences.
John H. O'Dell, Senior Director of Marketing & Sales
In this Loyalty360 Award Finalist Preview, John O’Dell, Senior Director of Marketing and Sales at Cleveland Orchestra, shares how the organization is rethinking loyalty as a finalist in the Loyalty Program Design category at the 2026 Loyalty360 Awards. John discusses how the Cleveland Orchestra is evolving beyond traditional subscriptions with a points-based, engagement-driven loyalty program, rewarding behaviors like attendance and donations equally, regardless of spend. This approach encourages broader participation and creates more inclusive access to the arts. He also highlights how the program is attracting younger audiences and new customer segments, while enabling meaningful initiatives like donating points to support families through partnerships with organizations like Ronald McDonald House Charities.
Anne Schultheis, Director of Loyalty & CRM
Scooter's Coffee has been recognized as a finalist in the 2026 Loyalty360 Awards in the Customer Loyalty Strategy category. In this finalist preview, Anne Schultheis, Director of Loyalty and CRM, shares how Scooter’s Coffee redesigned its loyalty strategy to move beyond a traditional earn-and-burn model and focus instead on long-term customer behavior and emotional connection. The conversation explores how the brand is using personalized experiences, gamification, digital badges, and community-driven engagement to create a loyalty program that fits naturally into customers’ everyday routines.
Jay Hinman, VP of Marketing
In this Loyalty360 Award Finalist Preview, Jay Hinman, VP of Marketing at Vibes, shares how the company is driving innovation as a finalist in the Best Supplier Innovation category at the 2026 Loyalty360 Awards. Jay highlights how Vibes helps brands like Chipotle, Polo Ralph Lauren, and 7-Eleven enhance customer engagement through SMS, MMS, and next-generation RCS messaging, delivering richer, more interactive mobile experiences. He also shares how Vibes’ RCS Studio enables marketers to easily create impactful campaigns, along with a real-world example from Portillo's using RCS to drive loyalty and in-store visits.
Dr. J.R. Slubowski, VP of Consulting & Research COE Lead
In this Loyalty Expo speaker preview, Dr. J.R. Slubowski of Kobie shares insights from the latest “Heart of Loyalty” research, exploring how consumer expectations are evolving—and where brands risk falling out of alignment. Building on these insights, Dr. Slubowski will lead an in-depth masterclass session at the Loyalty Expo: 📅 Wednesday, May 13 (9:15–10:45 AM) Loyalty360 Loyalty University Brand Masterclass: What Consumers Are Signaling and How Brands Need to Respond This brand-only session dives into key themes like data sharing, AI adoption, community, and recognition—helping brands better understand what drives trust, engagement, and advocacy in today’s rapidly changing landscape. Attendees will walk away with actionable insights to better align their loyalty strategies with what consumers truly expect.
Stephanie Nelson, Principal Client Partner | Jessica Pickens, Lead Creative Strategist
In this Loyalty360 Award Finalist Preview, Stephanie Nelson and Jessica Pickens of Tripadvisor share how the brand is using strategic partnerships and personalization to elevate loyalty, as a finalist in the Brand-to-Brand Partnerships category at the 2026 Loyalty360 Awards. The discussion highlights how Tripadvisor collaborated with Marriott Bonvoy and JPMorgan Chase to create a partnership strategy centered on AI-powered travel discovery, first-party data, and more relevant customer engagement. Hear insights on co-brand loyalty strategy, building trust through partnerships, and designing experiences that deliver value for both brands and customers. Attendees will also learn how partnership marketing can move beyond awareness to drive stronger loyalty, engagement, and long-term business impact. Register for upcoming Loyalty360 Awards virtual presentations at www.l360awards.com beginning Tuesday, April 28, and join us in Orlando for the Loyalty Expo, where winners will be announced at the 2026 Loyalty360 Awards Ceremony.
Brad Moats, SVP of Card Product & Portfolio Strategy
Alex Arkhangelskaya, Senior Product Manager
Firehouse Subs has been recognized as a finalist in the 2026 Loyalty360 Awards in both the Offer, Incentive, and Reward Design category and the Corporate Social Responsibility category. In this finalist preview, Senior Product Manager Alex Arkhangelskaya shares how Firehouse Subs is integrating its mission-driven foundation into the customer loyalty experience, creating authentic engagement through rewards, offers, and community impact. The conversation highlights how the brand’s Public Safety Foundation and customer experience strategy work together to strengthen long-term loyalty and emotional connection with members.
Jenn McMillen, VP of Guest Loyalty & Insights
Tosan Joe, Partnerships Manager | Kelsey Ferguson, Loyalty Program Manager
In this Loyalty360 Awards Finalist Preview, leaders from Petro-Canada share how the brand is evolving one of Canada’s most established loyalty programs to deliver greater value and deeper customer engagement. Recognized in both the New Loyalty Program and Brand-to-Brand Partnerships categories, the discussion highlights how Petro-Canada is leveraging first-party data, tiered rewards, and strategic partnerships to create a more impactful loyalty ecosystem. Hear how the team is balancing customer value with business growth, introducing innovative program elements like Platinum status, and building partnerships that scale and adapt in a competitive market. Register for upcoming Loyalty360 Awards virtual presentations at www.l360awards.com and be sure to tune in, learn from the finalists, and cast your vote for this category and more ahead of the 2026 Loyalty360 Awards Ceremony.
Michael Shiwdin, Group VP, Integrated Brand Marketing, Loyalty & Digital
Katie Dalton, President
In this Loyalty360 Award Finalist Preview, Katie Dalton, President of Audience Rewards, shares how the program is being recognized in the Customer Analytics, Insights, and Metrics category at the 2026 Loyalty360 Awards. Katie highlights how Audience Rewards powers a coalition loyalty program across Broadway, bringing together shows like Wicked, Hamilton, and The Lion King to drive repeat attendance, cross-show engagement, and long-term customer value. She also shares how customer data and behavioral insights revealed a key post-pandemic trend: engagement returned faster than ticket purchases, highlighting the need to rebuild customer habits and informing a more data-driven loyalty strategy.
Jake Finch, VP, Global Consumer Experience
In this Loyalty360 Awards Finalist Preview, Jake Finch of SharkNinja shares how the brand is rethinking customer experience to drive stronger engagement and trust. As a finalist in the Customer Experience Strategy category, the conversation highlights the role of voice-of-customer insights, journey measurement, and AI in creating more personalized experiences. Hear how SharkNinja is moving beyond traditional CX metrics to focus on trust—and what brands can learn about building stronger customer relationships.
Blake Thomas, Lead Director of Loyalty & Recognition
Lynsey White, Director of Integrated Marketing
In this Loyalty360 Award Finalist Preview, Mark Johnson speaks with Lynsey White of Cruises.com about the brand’s recognition in the New Loyalty Program Launch category at the 2026 Loyalty360 Awards. Lynsey shares how Cruises.com is redefining travel rewards with a loyalty program built around flexible, cash-like rewards, points redemption before travel, and a model designed to work alongside major cruise line loyalty programs. The discussion explores how brands can reduce friction, increase perceived value, and rethink loyalty programs as a currency that gives customers more control. Register for upcoming Loyalty360 Awards virtual presentations at www.l360awards.com beginning Tuesday, April 28, and join us in Orlando for the Loyalty Expo, where winners will be announced at the 2026 Loyalty360 Awards Ceremony.
Arnab Goswami, Vice President of Customer Engagement & Partnerships
In this Loyalty360 Award Finalist Preview, Mark Johnson speaks with Arnab Goswami, Vice President of Customer Engagement and Partnerships at Deutsche Telekom, about the brand’s recognition in the Global Loyalty Program category at the 2026 Loyalty360 Awards. Learn how Deutsche Telekom’s Magenta Moments loyalty program is using personalization, partner ecosystems, and global loyalty strategy to drive customer engagement, deliver everyday value, and strengthen retention across nine European markets. Arnab shares insights on building scalable global loyalty programs, creating emotional connections beyond transactional rewards, and using loyalty as a driver of growth and innovation. Be sure to register for upcoming Loyalty360 Awards virtual presentations at www.l360awards.com beginning Tuesday, April 28, and join us in Orlando for the Loyalty Expo, where winners will be announced at the 2026 Loyalty360 Awards Ceremony.
Jenna O'Connor, Sr. Director, Loyalty Marketing
In this Loyalty360 Award Finalist Preview, Mark Johnson speaks with Jenna O’Connor, Sr. Director of CRM & Loyalty at GNC, about GNC’s Premium and Subscription Loyalty strategy and its recognition as a finalist in the 2026 Loyalty360 Awards. Learn how GNC’s PRO ACCESS premium loyalty program uses paid membership, subscription loyalty benefits, and personalized offers to drive customer retention, loyalty program engagement, and long-term growth. Jenna shares insights on premium loyalty program design, measuring success, and how brands can build subscription models that strengthen advocacy and improve customer experience. Be sure to register for upcoming Loyalty360 Awards virtual presentations at www.l360awards.com beginning Tuesday, April 28, and join us in Orlando for the Loyalty Expo, where winners will be announced at the 2026 Loyalty360 Awards Ceremony.
Bradley Pierson, Senior Manager, Global Loyalty Marketing
In this Loyalty360 Award Finalist Preview, Bradley Pierson of Resideo discusses how the brand is rethinking B2B customer loyalty through innovation, automation, and partner-centric program design as a finalist in the B2B Customer Loyalty category at the 2026 Loyalty360 Awards. The conversation explores how Resideo is using AI-powered tools, digital reward experiences, and loyalty program optimization to reduce friction, improve partner engagement, and deliver measurable business impact. Bradley also shares how B2B brands can use loyalty programs not just to reward customers, but to help partners succeed and strengthen long-term relationships. Register for upcoming Loyalty360 Awards virtual presentations at www.l360awards.com beginning Tuesday, April 28, and join us in Orlando for the Loyalty Expo, where winners will be announced at the 2026 Loyalty360 Awards Ceremony.
Jessica Starnes, Director of Loyalty
In this Loyalty360 Award Finalist Preview, Mark Johnson speaks with Jessica Starnes, Director of Loyalty at Weigel’s, about the brand’s recognition in Excellence in Gamification and Employee Engagement Impact at the 2026 Loyalty360 Expo Awards. Jessica shares how Weigel’s is using gamification and employee engagement to strengthen its loyalty program, including a 130% increase in Gen Z participation. The conversation also highlights how brands can leverage existing tools and partnerships to drive stronger customer engagement, loyalty program performance, and overall CX.
Victoria Dravneek, Head of Loyalty Strategy and Platforms
For most consumers, banking isn’t something they think about every day, until they need it. Opening an account, managing expenses, planning for the future. In those moments, the expectation is simple: clarity, confidence, and a sense that their bank is working in their best interest. For PNC, meeting those expectations goes beyond products or transactions. It’s about delivering a consistent, human-centered experience that makes customers feel valued at every interaction. Loyalty360 spoke with Victoria Dravneek, Head of Loyalty Strategy and Platforms at PNC, about how the company is building its PNC Total Rewards program, aligning the organization around the customer, and translating that approach into a scalable loyalty strategy.
Mike Trozzo, VP Product and Innovation
Mike Trozzo, Vice President of Product and Innovation at Tide Services, will be speaking at Loyalty Expo 2026 (May 12–14 in Orlando), sharing how the brand reimagined its customer loyalty program and the lessons learned along the way. In this preview, Mike breaks down Tide’s loyalty program redesign, including how the team simplified the experience, integrated technology across POS and guest-facing platforms, and focused on delivering real customer value. The conversation also explores how brands can build stronger customer engagement and brand loyalty in routine, habit-based categories like laundry.
Don Smith, EVP, Chief Consulting Officer
Don Smith, Global Chief Consulting Officer at Capillary Technologies, will be speaking at Loyalty360's Loyalty Expo in May, where he’ll present a masterclass on building stronger emotional loyalty and closing the gap between brand strategy and execution. In this preview, Don shares how brands can move beyond points-based loyalty programs to create deeper customer connections using personalization, data, and actionable insights. He also highlights key findings from Capillary’s upcoming Balanced Loyalty Quotient (BLQ) study, and outlines practical ways marketers can improve customer engagement, loyalty strategy, and CRM performance using existing data and tools.
Embassy Suites by Hilton, Lake Buena Vista South, Orlando, Florida
This year’s Expo brings together marketers, technologists, brand leaders and innovators for three days of sessions, workshops, networking, and cutting-edge solutions to help you elevate your loyalty strategy. From case studies and keynote presentations to the Loyalty360 Awards and marketplace showcases, this is the must-attend event for anyone serious about customer loyalty and CX. (loyaltyexpo.loyalty360.org)
Stephanie Hinze, Vice President of Global Direct-to-Consumer
Hinze discusses Manscaped’s “Members-Only Rewards” program, launched in August 2025, and how it supports the company’s shift from a digitally native brand to a global omnichannel business. She also shares insights on migrating more than 500,000 subscribers, designing a seamless loyalty UX, and using customer data and feedback to continually optimize engagement.
Jacob Pullia, Director of Content Strategy and Business Development
TELUS recently launched TELUS Rewards, a unified national loyalty program designed to bring together previously fragmented loyalty efforts across mobility, internet, entertainment, and other services. The program uses a tier-based structure that rewards customers for deepening their relationship with TELUS across multiple services.
Loyalty Expo 2026 May 12-14, 2026 Orlando, FL
Don’t Miss Loyalty Expo Updates
Be the first to hear about new speakers, agenda announcements, and networking opportunities for Loyalty Expo 2026 in Orlando.
Subscribe for Updates
Thank you! Your subscription has been received.