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Home  Agenda   Customer Loyalty Today: Perspectives from Loyalty360 Supplier Members & Sponsors

Agenda & Speakers

Customer Loyalty Today: Perspectives from Loyalty360 Supplier Members & Sponsors

Wednesday, May 21, 2025 - 10:15 AM - 10:45 AM
We believe that creating engaging experiences to drive lasting customer loyalty is one of the best marketing strategies that brands can currently employ. However, creating loyalty still presents a major challenge for many brands. They haven’t quite figured out how to leverage and execute the “right” technologies and processes in a meaningful and measurable manner.

As more brands work to achieve the same status as the "best-in-class" brands out there today, we are happy to share insights and trends into our view of the direction of customer experience and loyalty. 
 
We believe that creating engaging experiences to drive lasting customer loyalty is one of the best marketing strategies that brands can currently employ. However, creating loyalty still presents a major challenge for many brands. They haven’t quite figured out how to leverage and execute the “right” technologies and processes in a meaningful and measurable manner.

As more brands work to achieve the same status as the "best-in-class" brands out there today, we are happy to share insights and trends into our view of the direction of customer experience and loyalty. 
 
Panelists will discuss: 
 
  • How a loyalty program or strategy can position your brand to become “best-in-class”
  • What loyalty trends and technologies panelists are seeing most across their clients and industries
  • How client needs and loyalty program expectations have shifted over the last 12–18 months
  • What brands are requesting more of from partners, platforms, and agencies in today’s loyalty environment
  • Emerging innovations, concepts, or capabilities that could represent the “next big thing” in customer loyalty
  • Going beyond points and expanding on individualized experiences and personalization based on data
  • Top priorities for marketing executives and how they can best equip their teams to meet their goals
  • Adjusting loyalty strategies to meet economic pressures and increasing price sensitivity

Speakers

Don Smith, Chief Consulting Officer, Capillary Technologies

Don Smith is the Global Consulting Officer at Capillary. Prior to the Brierley acquisition, Don led Brierley’s strategic program design practice, responsible for engineering solutions that balance compelling value propositions with enhanced member experiences and data-driven customer engagement. An avid theater aficionado, Don has a passion for presentation. That passion informs Don's marketing data analytics philosophy in favor of a dynamic storytelling model that brings numbers to life through contextualization and the generation of actionable insights. Don earned his Ph.D. in Political Science from Florida State University and spent 11 years teaching statistics and policy evaluation in academia. Prior to joining Brierley, Don was a research director for Dallas County, in charge of database modeling, data mining, and program reporting. He has authored several journal articles and a full-length book.

Jonathan Silver, CEO, Engage People

As CEO of Engage People, Jonathan Silver oversees all aspects of the business, driving long-term strategy, marketing, and sales for one of Canada’s fastest-growing technology companies (as recognized by Profit magazine). With over 20 years of executive experience in the loyalty and technology sectors, Jonathan has a strong track record of building high-growth organizations and delivering impactful solutions.

Before founding Engage People, he held several senior leadership roles in the loyalty space, including Chairman and Co-owner of MyAxs, and CEO and Co-founder of Access (formerly LRG Rewards). Passionate about the customer experience, Jonathan is focused on creating innovative solutions that generate measurable results.

He also serves on Engage’s leadership team and board of directors, and holds an MBA from the Ivey Business School at the University of Western Ontario.

Moderator: Mark Johnson, CEO, Loyalty360

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.

Nirali Patel, Sr. Product Manager, Forter

Nirali is a Senior Product Manager at Forter, where she leads the development of scalable solutions to prevent fraud and policy abuse while preserving seamless customer experiences. With nearly a decade of product management experience, she works closely with global merchants to design configurable tools and policies that align risk mitigation with business goals. Nirali has spoken at industry events including MRC and NRF, and is recognized for her ability to translate complex fraud challenges into actionable, business-friendly solutions.