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Agenda & Speakers

From Guests to Advocates: Cultivating Customer Loyalty in Travel and Entertainment

Tuesday, May 9, 2023 - 3:40 PM - 4:15 PM
Travel and entertainment are two industries undergoing a variety of major changes going through and coming out of COVID, especially as they focus on creating memorable experiences for their core audiences and understanding the different expectations of their diverse customer segments.
Due to changing customer preferences, disruptors in the space, and the importance of emotional engagement, traditional players must adapt to remain top of mind and keep pace in the industry. There is a growing focus on leveraging disparate technologies, including customer experience and customer loyalty platforms, CDPs, rewards, incentives, communities, partnerships, and emerging technologies, such as AI, NFTs, and Web 3.0, to enhance customer journeys.

This panel will bring together executives from top brands in travel and entertainment to examine challenges and opportunities and discuss the current states and predictions for the future for topics like customer engagement, loyalty channels, new technology, and rising expectations from customers.

Key Takeaways
  • What is the X-factor that sets these brands apart from the rest?
  • How are these brands adapting to changing customer preferences and rising expectations?
  • What were the changes brought on by COVID, and now what are they seeing coming out of COVID?
  • How leveraging potential disparate technology is helping these leading brands enhance their personalization journeys of their customers.
  • Creating emotional connections with customers to create an unforgettable travel/entertainment experience.


Amanda Jamerson, Sr. Director of Hilton Honors, Hilton

Amanda Jamerson is recognized as a Woman to Watch & Role Model for Inclusion Hospitality by the Travel & Leisure Index and has over a decade of hospitality experience. With a multifaceted 14+ year career based in customer experience, marketing and eCommerce, she has remained committed to blending customer needs with marketing and technology to drive the business forward. She is a passionate leader focused on mentoring, developing and inspiring people in their careers and she pushes boundaries to create a diverse and equitable work environment.
Currently a Sr. Director of Hilton Honors, known as an award-winning guest loyalty program for Hilton’s portfolio of brands, comprising of more than 7,100 properties and over 150 million members. Amanda is responsible for developing a comprehensive multi-year program strategy that expands Hilton Honors across core loyalty segments and key enterprise growth areas. Leveraging customer-driven research and data, she oversees the evolution of member benefits and unlocks brand positioning to future-proof and propel Hilton Honors forward. Amanda is a graduate of Grand Valley State University with a bachelor’s degree in advertising and minor in hospitality and tourism management. 
When not working she is a full-time wife, mother, and travel enthusiast. Amanda lives every day by the Jane Goodall quote “What you do makes a difference, and you have to decide the difference you want to make.”

Moderator: Don Smith, Global Consulting Officer & CMO (US/Europe), Brierley | Capillary

Don earned his Ph.D. from Florida State University and spent 11 years in academia teaching statistics, modeling and program evaluation. In his 16 years with Brierley, he has designed and/or contributed to over 150 customer loyalty programs/engagement solutions, and he is author of numerous articles and a regular speaker at industry conferences and workshops. He serves as the Global Consulting Officer for Capillary Technologies and is the Chief Marketing Officer for Capillary’s US and European markets. An avid theater aficionado, his passion for presentation informs marketing data analytics, where he eschews the traditional view in favor of a dynamic storytelling model that brings numbers to life through contextualization and the generation of actionable insights.

Vicky Radke, Senior Director of Amtrak Guest Rewards, Amtrak

Vicky Radke leads loyalty marketing at Amtrak. Her team drives customer engagement, ridership and revenue through the Amtrak Guest Rewards program, the co-branded credit card program, loyalty partnerships and CRM.

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