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Home  Agenda   Finding Your Popsicle Moment: Mapping the Path to Human Loyalty®

Agenda & Speakers

Finding Your Popsicle Moment: Mapping the Path to Human Loyalty®

Wednesday, May 21, 2025 - 11:45 AM - 12:25 PM
We believe every interaction with your brand is a chance to build Human Loyalty®—whether you have a formal loyalty program or not. In this hands-on workshop, you’ll dive into the customer journey to discover the moments that really matter. By the end of the session, you’ll leave with a co-created Moments Map tailored to your brand—plus actionable ideas to boost customer loyalty and create stronger, lasting relationships with your customers.

Key Topics: 
 
  • Introduction to Merkle’s Moments Mapping framework and how your brand can maximize every customer touchpoint
  • Learn how to navigate the pits and peaks of the customer experience
  • Co-create a Moments Map with Merkle's experts

Speakers

Caron Whitener, SVP - Client Services, Merkle

Caron oversees Merkle’s Promotion & Loyalty Solutions Client Services Team and brings over 20 years of global consumer marketing experience to the team. Caron is passionate about building trusted client relationships focused on driving key business results and has proven experience in customer experience and loyalty marketing across multiple verticals including CPG, Retail, Restaurant, Automotive, Finance, Hi-Tech, B2B and Travel. Before joining Merkle in 2010, she held numerous roles with BBDO / Omnicom.
 

James Riess, GM - Loyalty & CRM Experience, Merkle

James Riess leads the Loyalty practice at Merkle, helping brands unlock growth through data-driven, technology-enabled customer strategies. With over two decades of global leadership experience, he is a trusted advisor to leading brands, a recognized voice in the loyalty space, and one of the architects behind Human Loyalty®, a framework that blends emotional connection with personalized marketing.

Kaitlyn Mitchell, VP of Loyalty and Promotions Strategy, Merkle

As VP of Loyalty Strategy at Merkle, Kaitlyn Mitchell specializes in fostering deep loyalty with a brand's most valuable customers. With over 16 years of experience in both agency and in-house roles, she excels in developing and optimizing loyalty programs across various industries, including CPG, healthcare, retail, and restaurants.

Maria Guevara, Senior Director - Loyalty and Promotions Strategy, Merkle

With over 15 years of experience in strategy and account leadership, Maria excels at developing comprehensive solutions that drive measurable business results for leading brands like Burger King, J.Crew, and Victoria's Secret. Currently serving on the Promotions and Loyalty Strategy Team at Merkle, she transforms customer data into actionable insights to strengthen brand relationships and accelerate growth.