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Home  Agenda   Combating Loyalty Program Fraud: Strategies for Detection and Prevention

Agenda & Speakers

Combating Loyalty Program Fraud: Strategies for Detection and Prevention

Wednesday, June 5, 2024 - 4:45 PM - 5:20 PM

Brands face many challenges when maintaining a vibrant customer loyalty program that engages members, elevates the customer experience, and fosters brand affinity. While some challenges might seem obvious — getting internal stakeholder buy-in for loyalty efforts, leveraging the right technologies and trends to remain competitive in the marketplace, mastering the art and science of providing members with a truly authentic personalized experience, etc. — there is also a dark undercurrent sneaking below the surface of customer loyalty: fraud.

Join us for an insightful session, led by Ryan Draude, Head of Loyalty at Giant Food, as he discusses the pressing issue of loyalty program fraud and its ramifications on brands. This session will shed light on the growing presence of manipulation of loyalty accounts from both internal and external origins. We will explore various types of loyalty fraud, their processes, impacts, and, most importantly, strategies to detect and control these issues within loyalty programs.

Key Takeaways:

  • Introduction to loyalty fraud, highlighting its emergence as a significant concern in the industry.
  • Exploring types of fraud, including account takeovers and internal/employee fraud.
  • How to detect and counter fraud, including recommendations on reporting and third-party monitoring.

Speakers

Ryan Draude, Head of Loyalty, Giant Food

The current Head of Loyalty for Giant Food, Ryan Draude has invested his career in the evolution of long-term customer relationships made through the benefits of loyalty & retention programs.

With Giant, he is responsible for fostering the customer relationships with prospective and current shoppers across omnichannel interaction points and forging the path toward benefits and experiences that serve millions of shoppers who shop both in-store and via eCommerce across the Mid-Atlantic.

Ryan formerly led Choice Privileges, the multi-billion-dollar reward program for Choice Hotels, and over a five-year period overhauled the program via the scrutiny of member data and the respect to listen to what members sought from the program. The results catapulted the program to its first major Freddie Award and moved the program from #11 in the country to #2 in the US News & World Report’s Best Hotel Reward Program category.

Prior, Ryan earned a U.S. patent for his work standing up Sallie Mae’s customer engagement efforts via his delivery of the first true-cost college affordability online tool for all families to understand the real education financing. His tenure includes other loyalty, marketing, and financial leadership positions with Rite Aid, Capital One, Citigroup and Switchfly.

He is also an Adjunct Professor at Georgetown University, teaching Loyalty Strategy within their Hospitality Leadership program at the Master’s level for the past four years.

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