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Agenda & Speakers

Hilton Honors: Building Emotional Loyalty with Team Members to Create Meaningful Careers and Deliver World-Class Guest Experiences

Thursday, June 6, 2024 - 12:00 PM - 12:40 PM
Customer-facing employees are the ambassadors of your brand and are critical to delivering a differentiated guest experience.

Join us as we dive into the innovative approach Hilton, in partnership with Phaedon, has taken in reimagining its global Hilton Honors Champion program. The program is being redesigned to empower loyalty experts in its hotels and customer care center to educate, influence, and engage fellow Team Members—increasing emotional loyalty to the brand and delivering on Hilton Honors brand standards before, during, and after every stay.

Attendees will discover how leaning into emotional loyalty is integral to the Champion program redesign—helping to build stronger connections between Hilton and its Team Members and elevating the experience for Hilton guests.


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.”

Denise Holt, SVP of Strategy Experience & Research, Phaedon

Denise understands the power of human insights in driving smart strategy and business growth. With over 20 years of experience in consumer loyalty, brand and creative strategy, consumer insights, human-centered design, and business strategy, Denise leads Phaedon’s strategy, experience, and research team. As part of our company’s thought leadership, she spearheaded a substantial multi-method research initiative that led the industry and has been embraced for uncovering insights about the drivers that are core to all human connections—Humanizing Loyalty: A road map to establishing genuine emotional loyalty at scale. In 2023, her team led and published research entitled Sparking Consumer Participation Through Shared Values and Beliefs. Denise’s clients across a variety of industries (travel, hospitality, retail, restaurant, health, wellness, and more) benefit from her strategic guidance, research leadership, and continuous pulse on emerging trends and human insights.
Prior to Phaedon (previously known as ICF Next), Denise ran her own strategy consulting practice, was the director of strategy and branding at Optum, and spent more than a decade in marketing and brand planning roles within the loyalty space. She is passionate about uncovering personal stories and insights from consumers, employees and business leaders that enable organizations to connect on an emotional level with those they serve. Denise brings clarity and focus to drive meaningful business growth.

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